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

  • Ludmiła Filina-Dawidowicz
    Affiliation

    Faculty of Maritime Technology and Transport, West Pomeranian University of Technology, 71-065 Szczecin, Poland

  • Teresa Gajewska
    Affiliation

    Faculty of Mechanics, Section of Logistics System, Cracow University of Technology, 31-155 Cracow, Poland

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.

Keywords: customer satisfaction, comprehensive service, refrigerated containers, seaport, quality of services
Published online
2018-04-09
How to Cite
Filina-Dawidowicz, L., Gajewska, T. (2018) “Customer Satisfaction in the Field of Comprehensive Service of Refrigerated Containers in Seaports”, Periodica Polytechnica Transportation Engineering, 46(3), pp. 151-157. https://doi.org/10.3311/PPtr.10824
Section
Articles