Surveying and evaluation services quality in container terminals (case study: Shahid Rajaee container terminal)
2014
Iranshahi, Sobhan | Sajadi Parsa, Seyed Jafar | Abaspur, Mojtaba
This research aims to evaluate quality services in the Rajaee Port container terminal by using SERVQUAL model that is a tool for measuring quality services, identification and for analyzing available gaps between expectations and perceptions services. Container terminal customers at the port of Rajaee are community statistics in this Research. Judgmental sampling method use for selecting sample. The standard and localized questionnaires with Cronbach's alpha coefficient in the perceptions section was 0.921 and in expectations section was 0.895 that was distributed among the 150 members of sample, which 102 (68%) questionnaires were available. First for analyze the data, the researcher used of LISREL software to check reliability SERVQUAL model (Size Making Model First and Second term) and then used SPSS software to do T Test pair sample for analyzing significant gap between expectations and perceptions respondents. Results obtained in this study indicated that there is a gap between customer’s expectation services and perceptions services in container terminal of Rajaee Port in all five dimension of quality services and from weight point of view. the physical dimension is the most important dimension between all dimensions and after that, reliability, assurance, responsiveness and empathy are also important. In addition, physical dimension have maximum gap and empathy dimension have minimum gap between customers’ expectations and perceptions.
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