An Investigation of Service Quality and Customer Satisfaction regarding SEAPORT service providers in Gujarat

Abstract

The economic development of any nation depends upon the availability of resources and the productive capacity of that country. The productive capacity depends upon the ability to move goods from one place to another place. In the modern economy, where large-scale production is the order of the day, goods have to be transported either in a semi-finished form or finished form. Similarly, with the development of territorial specialization, significance of international and coastal trade has come to prominence, besides other benefits. Thus in these two respects, the sea transport system speaks favorably over the air and surface transport systems. newlineNumerous studies have been conducted worldwide on performance measurement, service quality and satisfaction of customer/client for seaport service users. In general service quality measurement and also port service quality measurement tools are available. Few good studies are mentioned below and strictly followed in this study. The further literature has been bifurcated in three different phase as port and allied newlineservice quality, reviews on service quality and finally service quality and customer satisfaction. Letand#8223;s first look at the various studies conducted and reviewed on port and allied service quality. newlineA Significant role is played by the port services in the economic development of many countries and regions which comes nearby costal area. The quality of services provided at port can significantly influence port customers, shipping lines, freight forwarders and cargo owner, failure and unreliable port services results in the customer dissatisfaction. Now the question arises of what type of service providers are available in India regarding port services and what factors affect them to purchase the port services. So the research is trying to solve the problem of whether there is an impact of service quality factors on customer satisfaction towards port services. newline