Customer Satisfaction in the Field of Comprehensive Service of Refrigerated Containers in Seaports

Abstract

The article analyzes the issues concerning customer satisfaction survey with the complexity of handling refrigerated containers at the seaports' container terminals. It aims to determine the criteria to evaluate the port comprehensive service and to examine the opinion of chosen seaports terminals on customer satisfaction with the complexity of handling refrigerated containers. Evaluation criteria of comprehensive service of refrigerated containers in seaports were identified and examined. The analysis of ports opinions on customer satisfaction with the service of refrigerated containers was based on surveys, which covered 5 container terminals located in the Polish cities of Gdansk, Gdynia and Szczecin. The research revealed that according to the ports, complex service primarily affects the high-level customer satisfaction and shorter service time, while implementation of this service regards a good level of customer service and price.