The impact of port service quality on customer satisfaction: the case of clearing and forwarding agents in Kuwait Shuwaikh Port

Purpose - The research identifies the factors influencing the satisfaction of clearing and forwarding (C&F) agents in Shuwaikh Port, Kuwait, based on port service quality (PSQ). The research is based on the ROPMIS model to study PSQ. This research adds value to PSQ studies and the need to explore this concept further in the context of Kuwait Shuwaikh Port. Design/methodology/approach - Data were collected from 49 C&F agents using a survey method. A self-administered questionnaire was designed using extant literature. The data are analyzed using SPSS to carry out the validity and reliability, followed by correlation and regression analyses to study the ROPMIS factors on C&F satisfaction. Findings - The findings indicate that as per correlation analysis, all five PSQ factors are significant with C&F satisfaction. However, the regression results indicate that out of the five PSQ factors, only resources-related PSQ and management-related PSQ are significant towards C&F satisfaction. Research limitations/implications - This research implies a policy review need for current port operations and emphasizes understanding customer (C&F) expectations. PSQ improvements lead to economic benefits for the country by enhancing the effectiveness of logistics and port management. Practical implications - The findings promote the need to use technology for improved management, which could enhance Shuwaikh Port’s service quality in Kuwait, meet C&F agents' needs and maintain industry competitiveness. Originality/value - This paper fulfills an identified need to study PSQ in Kuwait government-operated ports to provide better end-user experience and satisfaction.