Revisiting the impact of container port service quality on customer satisfaction: A configuration approach

Saeyeon Roh, Mohamed Yacine Haddoud, Adah-Kole Emmanuel Onjewu, Hyunmi Jang and Vinh Thai

Transport Policy, 2025, vol. 162, issue C, 221-231

Abstract: In global port competitions, container port service quality (CPSQ) plays a critical role in determining user satisfaction and port competitiveness. Despite numerous empirical research efforts on the relationship between CPSQ and customer satisfaction, few studies have analysed the configurational effects of CPSQ on customer satisfaction. To address a gap in research, this study examines the factors that influence customer satisfaction among port users, including cargo owners and logistics service providers. The focus is on container ports in non-transshipment ports in South Korea, as well as a transshipment port in Singapore, which are representative of major global maritime countries. In this study, fuzzy-set qualitative comparative analysis (fsQCA) is applied to a sample of 99 in South Korea and 175 from Singapore to understand the causal configurations of CPSQ factors, including resources, outcomes, processes, management, image and social responsibility determining the level of satisfaction of port users. The findings using current configurational thinking through fsQCA can assist academics in generating valuable insights that are closely in line with the intricate realities of global port competitions. This approach can also provide practical implications for managers operating in contexts similar to the two countries being studied.

Keywords: Container port service quality; Customer satisfaction; Maritime supply chains; Configurational view; fsQCA (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0967070X24003822
Full text for ScienceDirect subscribers only

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:eee:trapol:v:162:y:2025:i:c:p:221-231

Ordering information: This journal article can be ordered from
http://www.elsevier.com/wps/find/supportfaq.cws_home/regional
https://shop.elsevie ... _01_ooc_1&version=01

DOI: 10.1016/j.tranpol.2024.12.008

Access Statistics for this article

Transport Policy is currently edited by Y. Hayashi

More articles in Transport Policy from Elsevier
Bibliographic data for series maintained by Catherine Liu ().