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

Thi Yen Pham and Gi-Tae Yeo
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Thi Yen Pham: Division of Logistics, Faculty of Economics, Vietnam Maritime University, Hai Phong City 180000, Vietnam
Gi-Tae Yeo: Graduate School of Logistics, Incheon National University, 119, Academy-Ro, Yeonsu-Gu, Incheon 22012, Korea

Sustainability, 2019, vol. 11, issue 5, 1-14

Abstract: 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.

Keywords: transshipment; container terminal; service quality; shipping company; Vietnam; Consistent Fuzzy Preference Relation (CFPR) (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (5)

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