AN EVALUATION OF KEY SERVICE EFFECTIVENESS OF KEELUNG PORT

Authors

Ji-Feng Ding, Department of Aviation and Maritime Transportation Management, Chang Jung Christian University, Tainan, Taiwan, R.O.CFollow
Ming-Tao Chou, Department of Aviation and Maritime Transportation Management, Chang Jung Christian University, Tainan, Taiwan, R.O.C
I-Chun Yeh, Department of Aviation and Maritime Transportation Management, Chang Jung Christian University, Tainan, Taiwan, R.O.C
Ya-Ling Yang, Department of Aviation and Maritime Transportation Management, Chang Jung Christian University, Tainan, Taiwan, R.O.C
Chien-Chang Chou, Department of Shipping Technology, National Kaohsiung Marine University, Kaohsiung, Taiwan, R.O.C.
Wen-Hwa Shyu, Department of Aviation and Maritime Transportation Management, Chang Jung Christian University, Tainan, Taiwan, R.O.C

Abstract

In the keen competitive port market, service effectiveness has become a key to customer satisfaction and loyalty for port operators in future business endevors. The main purpose of this article was to apply the fuzzy analytic hierarchy process (AHP) model to evaluate key factors influencing service effectiveness for Keelung Port in Taiwan. Based on the port literature and experts’ opinions, a hierarchical structure with 5 assessment aspects and 15 assessment criteria was first constructed. A fuzzy AHP model was then proposed. Finally, we employed the fuzzy AHP model to empirically evaluate the key criteria of service effectiveness. The results showed that the top seven key criteria influencing service effectiveness of Keelung Port are ‘accuracy,’ ‘reliability,’ ‘availability,’ ‘totality,’ ‘increasing the efficiency of core logistics activities,’ ‘port pricing,’ and ‘reducing the time of non-value added activities,’ respectively. Furthermore, some discussions and recommendations are provided in this article.

Recommended Citation

Ding, Ji-Feng; Chou, Ming-Tao; Yeh, I-Chun; Yang, Ya-Ling; Chou, Chien-Chang; and Shyu, Wen-Hwa (2016) "AN EVALUATION OF KEY SERVICE EFFECTIVENESS OF KEELUNG PORT," Journal of Marine Science and Technology: Vol. 24: Iss. 2, Article 11.
DOI: 10.6119/JMST-015-0707-1
Available at: https://jmstt.ntou.edu.tw/journal/vol24/iss2/11