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논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 저널정보
- 한국해운물류학회 The Asian Journal of Shipping and Logistics The Asian Journal of Shipping and Logistics Vol.34 No.2
- 발행연도
- 2018.1
- 수록면
- 137 - 144 (8page)
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초록· 키워드
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In today’s competitive business environment, evaluation and analysis of service quality of service organizations is vital to further improve quality of providing service by the organizations. The present study focuses on the evaluation of service quality of container terminal operators as these organizations play a major role in increase of national economy. Service quality evaluation process makes use of SERVQUAL tool for service quality evaluation of container terminal operators. Customized questionnaire for 20 enablers of 5 dimensions of service quality are prepared and distributed to 25 customers of 12 container terminal operators in India. Weights of dimensions and enablers pertaining to service quality of container terminal operators are determined through Attribute Hierarchy Model (AHM) to avoid consistency check, present in standard AHP method. TOPSIS and GRP methods are implemented to evaluate service quality of container terminal operators and composite rank is arrived. Consistency in the ranking is observed in the ranking patterns obtained by the proposed methods.
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참고문헌 (26)
참고문헌 신청
Abbas Mardani / 2015 / Application of multiple-criteria decision-making techniques and approaches to evaluating of service quality: a systematic review of the literature / Journal of Business Economics and Management 16(5):1034~1068
Abolfazl Kazemi / 2016 / Evaluating service quality of airports with integrating TOPSIS and VIKOR under fuzzy environment / International Journal of Services, Economics and Management 7(2-4):154~166
Ael Luttenberger / 2010 / Achieving the quality of services in sea ports through regulations / Tourism and hospitality management 2010 conference proceedings :1034~1040
Alireza Miremadi / 2011 / Customer Satisfaction In Port Industry (A Case Study Of Iranian Shipping) / International Conference on Sociality and Economics Development 10:58~62
Boping Xiao / 2013 / Research of evaluation method for logistical personnel supportability based on attribute hierarchical model and grey system / Chemical Engineering Transactions 33:415~420
Abolfazl Kazemi / 2016 / Evaluating service quality of airports with integrating TOPSIS and VIKOR under fuzzy environment / International Journal of Services, Economics and Management 7(2-4):154~166
Ael Luttenberger / 2010 / Achieving the quality of services in sea ports through regulations / Tourism and hospitality management 2010 conference proceedings :1034~1040
Alireza Miremadi / 2011 / Customer Satisfaction In Port Industry (A Case Study Of Iranian Shipping) / International Conference on Sociality and Economics Development 10:58~62
Boping Xiao / 2013 / Research of evaluation method for logistical personnel supportability based on attribute hierarchical model and grey system / Chemical Engineering Transactions 33:415~420
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