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Measuring port effectiveness: what really determines cargo interests' evaluations of port service delivery?

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  • Mary R. Brooks
  • Tony Schellinck

Abstract

For port managers seeking to serve the needs of the beneficial cargo owners, understanding the factors critical to their evaluation of the port's customer service delivery is of critical importance. This research examined service delivery effectiveness as perceived by cargo owners and agents in seven North American container ports, with more than 250 000 TEUs (20-foot equivalent units) in volume. Using an Internet survey instrument, the study finds negligible differences in stated requirements of ports between cargo owners and cargo agents (as indicated by importance scores) but significant differences between the two segments in the influence that the individual criterion has on the performance scores ports receive and on the size and nature of performance gaps. Importance-performance gap (I-P Gap) analysis provides slightly different guidance than does determinance analysis, indicating that there is a need for both approaches and a method for reconciling different outcomes.

Suggested Citation

  • Mary R. Brooks & Tony Schellinck, 2015. "Measuring port effectiveness: what really determines cargo interests' evaluations of port service delivery?," Maritime Policy & Management, Taylor & Francis Journals, vol. 42(7), pages 699-711, October.
    • Handle: RePEc:taf:marpmg:v:42:y:2015:i:7:p:699-711
    DOI: 10.1080/03088839.2015.1077282
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    References listed on IDEAS

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    1. Brooks, Mary R., 2006. "Chapter 25 Issues in Measuring Port Devolution Program Performance: A Managerial Perspective," Research in Transportation Economics, Elsevier, vol. 17(1), pages 599-629, January.
    2. Mary R. Brooks & Tony Schellinck & Athanasios A. Pallis, 2011. "A systematic approach for evaluating port effectiveness," Maritime Policy & Management, Taylor & Francis Journals, vol. 38(3), pages 315-334, May.
    3. Theo E. Notteboom & Willy Winkelmans, 2001. "Structural changes in logistics: how will port authorities face the challenge?," Maritime Policy & Management, Taylor & Francis Journals, vol. 28(1), pages 71-89, January.
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    1. Wang, Tingsong & Tian, Xuecheng & Wang, Yadong, 2020. "Container slot allocation and dynamic pricing of time-sensitive cargoes considering port congestion and uncertain demand," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 144(C).
    2. Zhang, Qiang & Zheng, Shiyuan & Geerlings, Harry & El Makhloufi, Abdel, 2019. "Port governance revisited: How to govern and for what purpose?," Transport Policy, Elsevier, vol. 77(C), pages 46-57.

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