Identifying solutions for adding service value to international port logistics centers in Taiwan

Wen-Shyan Yang, Gin-Shuh Liang and Ji-Feng Ding ()
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Wen-Shyan Yang: Department of Shipping and Transportation Management, National Taiwan Ocean University, Keelung 20224, Taiwan, R.O.C. E-mails: jeffer@klhb.gov.tw; gsliang@mail.ntou.edu.tw
Gin-Shuh Liang: Department of Shipping and Transportation Management, National Taiwan Ocean University, Keelung 20224, Taiwan, R.O.C. E-mails: jeffer@klhb.gov.tw; gsliang@mail.ntou.edu.tw
Ji-Feng Ding: Department of Aviation and Maritime Transportation Management, Chang Jung Christian University, Tainan 71101, Taiwan, R.O.C.

Maritime Economics & Logistics, 2013, vol. 15, issue 4, 395-415

Abstract: Ports play a vital role in international transport logistics systems, where they serve as links between shipping and inland transport. With the growing development of the logistics industry in the East Asian region, the role of international port logistics centers (IPLCs) is becoming increasingly important. To improve customer satisfaction and service value, emphasis is increasingly placed on providing feasible solutions for IPLCs. In this article, this is done through the use of the fuzzy quality function deployment (FQFD) method. First, 30 service value attributes, meeting customer needs, and 11 technical solutions are measured using the FQFD method. An empirical study is then performed using questionnaires in two stages. For IPLCs in Taiwan, our results reveal the top 10 key service value attributes that meet customer needs and the top 5 feasible technical solutions for increasing service value that also meet customer needs. The technical solutions consist of ‘advantageous port logistics operating costs’; ‘international port policy’; ‘port logistics operational efficiency’; ‘high-quality logistics facilities’; and ‘professional logistics skills and operational capabilities’.

Date: 2013
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