Application of SERVQUAL and Delphi methods for making management decisions to improve logistics service in seaports

Abstract

Aim. The presented study aims to assess the level of logistics service in a seaport using the SERVQUAL method and prediction of the effect of optimization measures using the Delphi method through the example of the Commercial Port of Vladivostok (hereinafter referred to as the CPV).Tasks. The authors update the SERVQUAL methodology for assessing the level of logistics service in seaports; assess the level and propose optimization measures through the example of the CPV; predict the effect of the adaptation of measures in production.Methods. This study uses a comprehensive approach, including comparative and content analysis of scientific papers and practical experience, SERVQUAL and Delphi methods.Results. The SERVQUAL methodology for assessing the level of logistics service in seaports is updated. Growth points are identified and optimization measures are proposed through the example of the CPV. The Delphi method is used to predict the effect of the adaptation of measures in production.Conclusion. The results of the study facilitate the development of theoretical knowledge about the assessment of logistics service for making management decisions and expanding the practical testing of SERVQUAL and Delphi methods.