The impact of port service quality on customer satisfaction: the case of clearing and forwarding agents in Kuwait Shuwaikh Port
Ahmed Alsalfiti and
Theo Notteboom
Maritime Business Review, 2025, vol. 10, issue 1, 76-103
Abstract:
Purpose - The research identifies the factors influencing the satisfaction of clearing and forwarding (C&F) agents in Shuwaikh Port, Kuwait, based on port service quality (PSQ). The research is based on the ROPMIS model to study PSQ. This research adds value to PSQ studies and the need to explore this concept further in the context of Kuwait Shuwaikh Port. Design/methodology/approach - Data were collected from 49 C&F agents using a survey method. A self-administered questionnaire was designed using extant literature. The data are analyzed using SPSS to carry out the validity and reliability, followed by correlation and regression analyses to study the ROPMIS factors on C&F satisfaction. Findings - The findings indicate that as per correlation analysis, all five PSQ factors are significant with C&F satisfaction. However, the regression results indicate that out of the five PSQ factors, only resources-related PSQ and management-related PSQ are significant towards C&F satisfaction. Research limitations/implications - This research implies a policy review need for current port operations and emphasizes understanding customer (C&F) expectations. PSQ improvements lead to economic benefits for the country by enhancing the effectiveness of logistics and port management. Practical implications - The findings promote the need to use technology for improved management, which could enhance Shuwaikh Port’s service quality in Kuwait, meet C&F agents' needs and maintain industry competitiveness. Originality/value - This paper fulfills an identified need to study PSQ in Kuwait government-operated ports to provide better end-user experience and satisfaction.
Keywords: Port service quality; ROPMIS; Clearing and forwarding (C&F) agents; Customer satisfaction; Kuwait (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:
Downloads: (external link)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (text/html)
https://www.emerald.com/insight/content/doi/10.110 ... d&utm_campaign=repec (application/pdf)
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:eme:mabrpp:mabr-04-2024-0030
DOI: 10.1108/MABR-04-2024-0030
Access Statistics for this article
Maritime Business Review is currently edited by Chin-Shan Lu and Tsz Leung Yip
More articles in Maritime Business Review from Emerald Group Publishing Limited
Bibliographic data for series maintained by Emerald Support ().