期刊
MARITIME POLICY & MANAGEMENT
卷 43, 期 6, 页码 720-736出版社
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/03088839.2016.1151086
关键词
Port security quality; port service quality; customer satisfaction; customer loyalty; Kaohsiung Port
This study uses Kaohsiung Port as a case study to evaluate the relationships between port security quality, port service quality, customer satisfaction, and customer loyalty. For this purpose, a survey was conducted with shipping companies and freight forwarders in Taiwan. The results indicate that port security quality has a direct and positive impact on both port service quality and customer satisfaction; port service quality has a direct and positive impact on both customer satisfaction and customer loyalty; and customer satisfaction has a direct and positive impact on customer loyalty. However, the impact from port service quality is more significant than that of port security quality. Accordingly, this study suggests that Kaohsiung Port should concentrate on improving its service quality in order to enhance customer satisfaction and customer loyalty.
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