JSSM  Vol.4 No.1 , March 2011
An Empirical Study of Container Terminal’s Service Attributes
ABSTRACT
This paper empirically evaluates container terminal service attributes from shipping lines and shipping agencies’ perspective. Some methods are applied for study, such as Internal-Consistency Reliability, Factor Analysis, Cluster Analysis, Importance-Satisfaction Analysis and analysis of variance. The results suggest that customers perceive reliability of the agreed vessel sailing time to be the most important container terminal service attribute, followed by custom declaration efficiency, loading and discharging efficiency, port cost and berth availability. While quality of port facility is the most satisfactory service attribute. Based on the concept of market segmentation, we employed cluster analysis to classify customers of container terminal into three segments, namely port cost oriented firms, port facilities and equipments oriented firms, and service efficiency and IT service oriented firms. Theoretical and practical implications of the research findings are discussed.

Cite this paper
nullJ. Lu, X. Gong and L. Wang, "An Empirical Study of Container Terminal’s Service Attributes," Journal of Service Science and Management, Vol. 4 No. 1, 2011, pp. 97-109. doi: 10.4236/jssm.2011.41013.
References
[1]   T. A. Oliva, R. L. Oliver and L. C. MacMillan, “A Catastrophe Model for Developing Service Satisfaction Strategies,” Journal of Marketing, Vol. 56, No. 3, 1992, pp. 83-95. doi:10.2307/1252298

[2]   C. Homburg, W. D. Hoyer and M. Fassnacht, “Service Orientation of a Retailer’s Business Strategy: Dimensions, Antecedents, and Performance Outcomes,” Journal of Marketing, Vol. 66, No. 4, 2002, pp. 86-101. doi:10.1509/jmkg.66.4.86.18511

[3]   M. A. McGinnis, “Shipper Attitudes towards Freight Transport Choice: A Factor Analytical Study,” International Journal of Physical Distribution and Materials Management, Vol. 10, No. 1, 1979, pp. 25-34.

[4]   F. M. Collison, “Market Segments for Marine Liner Service,” Transportation, Vol. 24, No. 2, 1984, pp. 40-54.

[5]   T. J. Mahmud, “Marketing of Freight Liner Shipping Services with Reference to the Far East-Europe Trade: A Malaysian Perspective,” Ph.D. Dissertation, Department of Maritime Studies and International Transport, University of Wales College of Cardiff, UK, 1995.

[6]   R. A. French, “Competition among Selected Eastern Canadian Ports for Foreign Cargo,” Maritime Policy and Management, Vol. 6, No. 1, 1979, pp. 5-14. doi:10.1080/03088837900000042

[7]   H. J. Peters, “Structural Changes in International Trade and Transport Markets: The Importance of Markets,” The 2nd KMI International Symposium, Seoul, 1990.

[8]   H. S. Kim, “A Study on the Decision Components of Shippers’ Port Choice in Korea,” Korea Maritime Institute, Seoul, 1993.

[9]   G.-T. Yeo and D.-W. Song, “The Hierarchical Analysis of Perceived Competitive: An Application to Korean Container Ports,” Journal of the Eastern Asia Society for Transportation Studies, Vol. 6, No. 1, 2005, pp. 866-880.

[10]   M. Christopher, “Creating Effective Policies for Customer Service,” International Journal of Physical distribution and Materials Management, Vol. 13, No. 2, 1983, pp. 3-24.

[11]   P. R. Murphy and J. M. Daley, “A Framework for Applying Logistical Segmentation,” International Journal of Physical Distribution and Logistics Management, Vol. 24, No. 10, 1994, pp.13-19. doi:10.1108/09600039410074764

[12]   M. A. McGinnis, “Segmenting Freight Markets,” Transportation, Vol. 18, No. 1, 1978, pp. 58-68.

[13]   P. Gilmour, G. Borg, P. A. Duffy, et al., “Customer Service: Differentiating by Market Segment,” International Journal of Physical Distribution and Logistics management, Vol. 24, No. 4, 1995, pp.18-23. doi:10.1108/09600039410757603

[14]   T. V. Bonoma and B. P. Shapiro, “Segmenting the Industrial Market,” Lexington Books, Lexington, 1983.

[15]   C.-S. Lu, “Market Segment Evaluation and International Distribution Centers,” Transportation Research Part E, Vol. 39, No. 1, 2003, pp. 49-60. doi:10.1016/S1366-5545(02)00022-4

[16]   C.-S. Lu and K.-C. Shang, “An Empirical Investigation of Safety Climate in Container Terminal Operators,” Journal of Safety Research, Vol. 36, No. 3, 2005, pp. 297-308. doi:10.1016/j.jsr.2005.05.002

[17]   C.-S. Lu, K.-H. Lai and T. C. E. Cheng, “An Evaluation of Web Site Services in Liner Shipping in Taiwan,” Transportation, Vol. 32, No. 3, 2005, pp. 293-318. doi:10.1007/s11116-004-8245-8

[18]   G. A. Churchill, “Marketing Research: Methodological Foundation,” 5th Edition, Dryden Press, New York, 1991.

[19]   D. R. Cooper, C. W. Emory, “Business Research Methods,” 5th Edition, Irwin, 1995.

[20]   A. I. Glendon and D. K. Litherland, “Safety Climate Factors, Group Differences and Safety Behavior in Road Construction,” Safety Science, Vol. 39, No. 2, 2001, pp. 157-188. doi:10.1016/S0925-7535(01)00006-6

[21]   B. E. Hayes, J. Perander and T. Smecko, “Measuring Perceptions of Workplace Safety: Development and Validation of the Work Safety Scale,” Journal of Safety Research, Vol. 29, No. 3, 1998, pp. 145-161. doi:10.1016/S0022-4375(98)00011-5

[22]   K. Mearns, S. M. Whitaker and R. Flin, “Safety Climate, safety Management Practice and Safety Performance in Offshore Environments,” Safety Science, Vol. 41, No. 3, 2003, pp. 641-680. doi:10.1016/S0925-7535(02)00011-5

[23]   J. Hair, R. Anderson and R. Tatham, “Multivariate Data Analysis with Readings,” 4th Edition, Prentice Hall International, Englewood Chiffs, 1995.

[24]   J. O. Kim and C. W. Muller, “Introduction to Factor Analysis What It is and How to Do It,” Quantitative Applications in the Social Sciences University Paper, 1978.

[25]   J. C. Nunnally, “Psychometric Theory,” 2nd Edition, McGraw-Hill, New York, 1978.

[26]   U. Sekaran, “Research Methods for Business,” 2nd Edition, John Wiley & Sons, New York, 1992.

[27]   M. R. Brooks, “Ocean Carrier Selection Criteria in a New Environment,” Logistics and Transportation Review, Vol. 26, No. 4, 1990, pp. 339-356.

[28]   S. M. Matear and R. Gray, “Factors Influencing Freight Service Choice for Shippers and Freight Suppliers,” International Journal of Physical Distribution and Logistics Management, Vol. 23, No. 3, 1993, pp. 25-35.

[29]   R. H. Chiu, “Logistics Performance of Liner Shipping in Taiwan,” Ph.D. Dissertation. Department of Maritime Studies and International Transport University of Wales College of Cardiff, 1996.

[30]   C.-S. Lu, “Logistics Services in Taiwanese Maritime Firms,” Transportation Research Part E: Logistics and Transportation Review, Vol. 36, No. 2, 2000, pp. 79-96. doi:10.1016/S1366-5545(99)00022-8

 
 
Top