A comparative analysis of the ports of Incheon and Shanghai: The cognitive service quality of ports, customer satisfaction, and post-behaviour

Abstract

This study introduces three dimensions of port service quality in order to identify their effects on customer satisfaction, loyalty, and referral intentions. The findings of this study imply a shift in the factors of cognitive service quality for customer satisfaction – from traditional endogenous quality to exogenous and relational quality. Comparative examination of the ports by moderator variables of spatial patterns and customer scale shows that the improvement of relational quality and the strategic management of exogenous factors, such as hinterland and tree trade zones, were identified as pending tasks for the port of Incheon. For the port of Shanghai, customers are found, on a large scale, to be sensitive to the port service quality compared to customers on a smaller scale – which requires strategic investments to enhance both internal and external service quality for larger shipping companies.