A Study on Port Service Quality, Customer Satisfaction, Customer Loyalty, and Referral Intention: Focusing on Korean Container Terminals Amid Smart Port Development
Journal: Systems
Year: 2025

The evaluation of port service quality (PSQ) is critical for enhancing the competitiveness of container terminals. As technological innovation continues to reshape port operations, PSQ has shifted beyond operational efficiency to deliver smart, reliable, and sustainable services. However, few studies have addressed PSQ in the context of smart port evolution, especially with a focus on container terminals. This study employs a five-dimensional framework, comprising resources, outcomes, process, m