Testing the SERVQUAL scale in the passenger port industry: a confirmatory study

ANGELOS PANTOUVAKIS; CONSTANTINOS CHLOMOUDIS; ATHANASSIOS DIMAS

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Testing the SERVQUAL scale in the passenger port industry: a confirmatory study

机译：在客运港口行业测试SERVQUAL量表：一项验证性研究

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A key question is whether the service quality instruments developed for other services' industries may be used to gauge service quality perceptions in shipping. Grounded on similar studies that test the most widely used American service quality instrument, SERVQUAL, in the commercial shipping sector, this study examines its applicability in the passenger shipping realm. Based on a survey of 436 passengers in Piraeus port, SERVQUAL's five main dimensions have been checked regarding their fit with the use of Confirmatory Factor Analysis. Results support that this is a valid instrument for measuring service quality in passenger shipping besides certain considerations regarding its dimensionality. A more parsimonious two-factor model seems more applicable and should therefore be also considered. Finally, it is evident from the study that passengers place more importance to the physical than the interactive elements of service to form their overall satisfaction.

机译：一个关键问题是，是否可以使用为其他服务行业开发的服务质量工具来评估运输中的服务质量感知。基于对商业运输领域中使用最广泛的美国服务质量工具SERVQUAL进行测试的类似研究，该研究考察了其在客运领域的适用性。根据对比雷埃夫斯港436名乘客的调查，使用确认因子分析对SERVQUAL的五个主要方面进行了检查，以了解它们的适合性。结果证明，这是衡量乘客运输服务质量的有效工具，除了对尺寸的某些考虑之外。更简化的两因素模型似乎更适用，因此也应考虑。最后，从研究中可以明显看出，旅客对身体的重视比服务的互动要素更为重要，以形成他们的整体满意度。

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《Maritime policy and management》 |2008年第5期|p.449-467|共19页
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ANGELOS PANTOUVAKIS; CONSTANTINOS CHLOMOUDIS; ATHANASSIOS DIMAS;
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University of Ioannina, Laboratory of Business Administration, Greece;

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正文语种 eng
中图分类水路运输;
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入库时间 2022-08-18 01:40:56

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Testing the SERVQUAL scale in the passenger port industry: a confirmatory study

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