Strategy for enhancing ferry service in Ceuta Port

Iñigo L. Ansorena and César López-Ansorena

International Journal of Services and Operations Management, 2020, vol. 35, issue 2, 207-222

Abstract: This article presents a methodological framework for enhancing ferry service across the Gibraltar Strait. The study examines the opinion of users and then proposes an action plan for enhancing the quality of service. The actions are classified according to a priority index which is computed with the following attributes: feasibility, relevance, economy, legal requirements and demand. Then the actions are grouped according to their priority index into three levels. Two are the main findings of the study. From the customer point of view, the overall service level of the Port Authority is sufficient, while the overall service level of the ferry operators is still low. In regard to the second phase, only one third of the actions included in the action plan should be implemented in the short term. As a result, some policy recommendations for enhancing the quality of service are discussed.

Keywords: ferry service; public service obligation; Gibraltar Strait; priority index; quality of service; ferry terminal. (search for similar items in EconPapers)
Date: 2020
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=105271 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:35:y:2020:i:2:p:207-222

Access Statistics for this article

More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().