초록 열기/닫기 버튼
The main purpose of this paper is to find out administrative service-qualitydimensions which have an effect on customer satisfaction of Masan port. Based on thereview of KCSI-PS(Korea Customer Satisfaction Index-Public Sector) model, this paperbuilt the conceptual framework describing the relationships among administrativeservice quality, shippers' satisfaction and port performance in Masan Port. Four specificresearch hypotheses are derived, and the natures of the relationships underlying theconstructs are tested by structural equation modeling. The final sample size wascomprized of 89 responses in Masan port areas. It is found that "port society quality"significantly leads shippers' satisfaction and positive performance. Whist this researchhas contributed to our understanding of the effects of administrative service-quality inMasan, the main weakness of this research project is the limited external validity ofthe research findings. In this regard, it is suggested that other studies should beundertaken for assessing the external validity of the present findings.
키워드열기/닫기 버튼
Masan port, Administrative Service Quality, Shippers’ Satisfaction
