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Testing the SERVQUAL scale in the passenger port industry: a confirmatory study

Author

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  • Angelos Pantouvakis
  • Constantinos Chlomoudis
  • Athanassios Dimas

Abstract

A key question is whether the service quality instruments developed for other services’ industries may be used to gauge service quality perceptions in shipping. Grounded on similar studies that test the most widely used American service quality instrument, SERVQUAL, in the commercial shipping sector, this study examines its applicability in the passenger shipping realm. Based on a survey of 436 passengers in Piraeus port, SERVQUAL's five main dimensions have been checked regarding their fit with the use of Confirmatory Factor Analysis. Results support that this is a valid instrument for measuring service quality in passenger shipping besides certain considerations regarding its dimensionality. A more parsimonious two-factor model seems more applicable and should therefore be also considered. Finally, it is evident from the study that passengers place more importance to the physical than the interactive elements of service to form their overall satisfaction.

Suggested Citation

  • Angelos Pantouvakis & Constantinos Chlomoudis & Athanassios Dimas, 2008. "Testing the SERVQUAL scale in the passenger port industry: a confirmatory study," Maritime Policy & Management, Taylor & Francis Journals, vol. 35(5), pages 449-467, October.
    • Handle: RePEc:taf:marpmg:v:35:y:2008:i:5:p:449-467
    DOI: 10.1080/03088830802352095
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    Citations

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    Cited by:

    1. Constantinos I. Chlomoudis & Christos D. Lampridis & Petros L. Pallis, 2013. "Quality Assurance: Providing Tools for Managing Risk in Ports," International Journal of Maritime, Trade & Economic Issues (IJMTEI), International Journal of Maritime, Trade & Economic Issues (IJMTEI), vol. 0(1), pages 3-20.
    2. Su-Han Woo & Stephen Pettit, 2011. "Port Performance in Changing Logistics Environments: Measurement Development and Model Testing," Chapters, in: Kevin Cullinane (ed.), International Handbook of Maritime Economics, chapter 20, Edward Elgar Publishing.
    3. Ha, Min-Ho & Yang, Zaili & Notteboom, Theo & Ng, Adolf K.Y. & Heo, Man-Wook, 2017. "Revisiting port performance measurement: A hybrid multi-stakeholder framework for the modelling of port performance indicators," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 103(C), pages 1-16.
    4. Show-Hui S. Huang & Wen-Kai K. Hsu, 2016. "An assessment of service quality for international distribution centers in Taiwan -- a QFD approach with fuzzy AHP," Maritime Policy & Management, Taylor & Francis Journals, vol. 43(4), pages 509-523, May.
    5. Show-Hui S Huang & Wen-Kai K Hsu, 2016. "A knowledge gap model for improving service quality of international distribution centers," Maritime Economics & Logistics, Palgrave Macmillan;International Association of Maritime Economists (IAME), vol. 18(4), pages 476-495, December.
    6. Su-Han Woo & Stephen Pettit & Anthony Beresford & Dong-Wook Kwak, 2012. "Seaport Research: A Decadal Analysis of Trends and Themes Since the 1980s," Transport Reviews, Taylor & Francis Journals, vol. 32(3), pages 351-377, January.
    7. Kevin Cullinane (ed.), 2011. "International Handbook of Maritime Economics," Books, Edward Elgar Publishing, number 13163.
    8. Wen-Kai K. Hsu & Hong-Fwu Yu & Show-Hui S. Huang, 2015. "Evaluating the service requirements of dedicated container terminals: a revised IPA model with fuzzy AHP," Maritime Policy & Management, Taylor & Francis Journals, vol. 42(8), pages 789-805, November.
    9. Chlomoudis C. I. & Kostagiolas P.A., 2010. "An Internationalized Approach to European Perspectives for the Safety and Security in Port Industry," European Research Studies Journal, European Research Studies Journal, vol. 0(2), pages 105-112.
    10. Adenanthera L Dewa & Nugroho S B Maria & Mudjahirin Thohir & Indah Susilowati, 2018. "Analysis of seaports efficiency in supporting inter-island transportation," Economic Journal of Emerging Markets, Universitas Islam Indonesia, vol. 10(1), pages 53-60, April.

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