Port service quality assessment using a ROPMIS modeling: seaports scenario in a Gulf country

Purpose - This paper aimed to assess the service quality of the main seaports in Oman, which were Sohar, Ad Duqm and Salalah. The aim was to come up with ways to enhance the port service quality (PSQ) in Oman so that it could align with the Sultanate of Oman Logistics Strategy (SOLS) 2040 goals and achieve excellent and efficient operations. Design/methodology/approach - To evaluate the service quality level of the port operators, this paper used a descriptive research design with Resources, Outcome, Process, Management, Image/reputation and Social (ROPMIS) modelling. Findings - The findings indicated that the overall PSQ rating was currently between “satisfactory” and “very satisfactory” levels. However, the study also found that by empowering resources, outcomes, processes, management, image and social responsibility aspects, the port operators could provide a “high” quality of service, making their seaport operations more effective and efficient. Practical implications - The study offers recommendations for improving port services in Oman, including investment in modern seaports, upgrading infrastructure and facilities, ensuring safety and efficiency of cargo operations, meeting and exceeding customer expectations, adopting new technology and automation, hiring policies that attract diverse talents, implementing environmentally friendly practices and improving governance. Overall, this study contributes to the literature and managerial practices in PSQ aspects and its contribution to the SOLS 2040 in Oman. Originality/value - The originality and novelty of this study lie in its comprehensive assessment of the service quality of Oman's ports and the identification of areas for improvement to achieve outstanding service levels.