SERVQUAL-IPA를 이용한 컨테이너항만의 이용 후 평가

This article presents a literature review of evaluation of Service Quality in Korean Container terminals. The research methodology of IPA(Importance-Performance Analysis) incorporated the use of focus group and in depth interviews together with a quantitative survey of Shipping companies calling Korean Container terminals.In this study, the IPA method was used to evaluate the attributes of liners site and identify the optimizing resource allocation. As an addition to the manager's set of tools, IPA is easy to use and can provider insight into liners evaluations on critical issues. On an IPA grid, the interaction criteria permits managers to grasp th prior attributes to be improved.Evaluation of SERVQUAL(Service Quality) factors serve to maintain liners' satisfaction and consistent behaviour in those situation. In the SERVQUAL-IPA analysis, the variables shown in the first quadrant("keep up the good work") are SERVQUAL's reliability factors. The variable shown in the second quadrant("possible overkill") are SERVQUAL's reliability factors. The variable shown in the third quadrant("low priority") are SERVQUAL's responsibility, assurance, empathy, and tangibility factors. The variable shown in the forth quadrant("concentrate here") are SERVQUAL's assurance, empathy, and tangibility factors.