Service quality evaluation and ranking of container terminal operators through hybrid multi-criteria decision making methods

Hemalatha, S.; Dumpala, Lingaraju; Balakrishna, B.

doi:10.1016/j.ajsl.2018.06.010

Cited by 33 publications

(41 citation statements)

References 14 publications

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“…Yeo et al [21] apply the ROPMIS model to estimate service quality, considering the social responsibility of Korean container ports, by reviewing resources, outcomes, processes, management, image, and social responsibility. Hemalatha et al [31] assess the service quality and Indian ranking of container terminal operators using a hybrid of SERVQUAL, an attribute hierarchy model, TOPSIS, and GRP methodologies. Based on the literature review, evaluation of service quality is regarded as a multi-attribute hierarchy structure problem.…”

Section: Literature Reviewmentioning

confidence: 99%

Evaluation of Transshipment Container Terminals’ Service Quality in Vietnam: From the Shipping Companies’ Perspective

Pham

Gi-Tae

2019

Sustainability

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Vietnam is a popular production base for multi-national companies and has become a hub for the global supply chain. Accordingly, to facilitate the increased demands on transportation and to satisfy customers’ complicated requirements, more attention has been paid to the service quality of container terminals. Thus, the aim of this paper is to investigate the service quality of transshipment container terminals in Vietnam from the perspective of shipping companies. The Consistent Fuzzy Preference Relation (CFPR) method has been introduced to solve multi-criteria service quality problems using both empirical data and expert knowledge. The results of this study illustrate that terminal accessibility and the proximity to a main trunk route are most important among the principal factors and sub-factors. Additionally, the TCIT terminal’s service quality ranks first among the top five container terminals in Vietnam. This study provides stakeholders with insight into competitive factors and risk factors for container terminals and their overall quality of service.

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Section: Literature Reviewmentioning

confidence: 99%

Evaluation of Transshipment Container Terminals’ Service Quality in Vietnam: From the Shipping Companies’ Perspective

Pham

Gi-Tae

2019

Sustainability

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“…Conversely, if the service received is lower than expected, then the service is perceived poorly [21]. According to Hemalatha et al [23], the existence of service quality will encourage customer decisions in using these services [23]. In addition, service quality can also encourage consumers to establish strong ties with the company.…”

Section: ) Scenario 1 Addition To the New Dimension Of User Friendlimentioning

confidence: 99%

The Effect of Service Quality on T-Cash Customer Satisfaction using System Dynamics Framework

Octabriyantiningtyas

Suryani

2019

JISEBI

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Background: Every year, the number of T-Cash users is increasing significantly. However, the increase is not in sync with the number of T-Cash transactions. In this year, it was noted that active T-Cash users were only 35%. Some clinical studies have established an assessment of the quality of services, there are several dimensions assessed according to the topic of research. The dimensions of service quality used in this study are dimensions of efficiency, reliability, responsiveness, privacy, and security.Objective: This study aims to build general models and simulations in increasing customer satisfaction with the quality of T-Cash services and produce the best scenarios that can be used by policymakers in increasing customer satisfaction.Methods: System dynamics framework is utilized for the development of the model and scenarios. Because by using a system dynamics framework can predict service quality sometime in the future so that it can produce policies for the company.Results: The simulation results are considered valid because they produce E1 values of 3% (E1 valid when E1 ≤ 5%) and E2 of 7% (E2 valid when E2 ≤ 30%). E1 is mean comparison and E2 is error variance. Based on these 2 scenarios, a policy can be taken that scenario 1 significantly increases customer satisfaction compared to scenario 2.Conclusion: Based on the simulation that has been done, it can be concluded that the dimensions of responsiveness, privacy, reliability, security, and efficiency have an effect on improving service quality. On the scenario 1, it can be concluded that with the addition of the user friendliness dimension, the service quality will experience a significant increase over the next 5 years.

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“…The above-mentioned methods are often used to solve complex decision problems in various areas of life, including transport problems. For example, Kijewska et al applied the AHP for choosing and analyzing the measures for the distribution of goods [64]), while Hemalatha et al to evaluate the service quality and obtain the ranking of container terminal operators [65]. Lon et al as well as Al-Atawi et al used the same method for the evaluation of the public transport policy design [66] and sustainable transport strategies [67], while Lopez-Iglesias et al used it to access mobility innovations for sustainability and cohesion of rural areas [68].…”

Section: General Information About the Multiple Criteria Decision Aidmentioning

confidence: 99%

The Application of the Multiple Criteria Decision Aid to Assess Transport Policy Measures Focusing on Innovation

2019

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The sustainable development of transport is fostered by innovations. To implement innovations, the European Commission issues different regulations, programs and initiatives and the European Transport Policy has a significant impact on transport policy in the member states. At the same time, transport policy is dynamic and requires new solutions that will allow the planned goals to be achieved. In this context, it is important to analyze the effectiveness of the current innovation policies, and to create recommendations for future actions that bring innovations to the market. This article concerns the subject of innovation policy in the transport sector. It illustrates the possibility of applying one of the methods of the multiple criteria decision aid, i.e., the simple additive weighting (SAW) method to assess the European Union (EU) and national policy measures in surface transport in terms of their influence on the market take-up of innovations. The use of this method allows for the analyzed policy measures to be contemplated in terms of various criteria and to identify those that best meet the adopted criteria, and thus those that could contribute the most to the stimulation of innovation. The article focuses on the method itself, indicating its flexibility and ease of use, while the analyzed collection of policy measures constitutes only the background of the deliberations.

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Service quality evaluation and ranking of container terminal operators through hybrid multi-criteria decision making methods

Cited by 33 publications

References 14 publications

Evaluation of Transshipment Container Terminals’ Service Quality in Vietnam: From the Shipping Companies’ Perspective

Evaluation of Transshipment Container Terminals’ Service Quality in Vietnam: From the Shipping Companies’ Perspective

The Effect of Service Quality on T-Cash Customer Satisfaction using System Dynamics Framework

The Application of the Multiple Criteria Decision Aid to Assess Transport Policy Measures Focusing on Innovation

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