마산항의 공공서비스품질에 관한 실증분석

An Empirical Study on Administrative Service Quality in Masan Port

The main purpose of this paper is to find out administrative service-quality dimensions which have an effect on customer satisfaction of Masan port. Based on the review of KCSI-PS(Korea Customer Satisfaction Index-Public Sector) model, this paper built the conceptual framework describing the relationships among administrative service quality, shippers' satisfaction and port performance in Masan Port. Four specific research hypotheses are derived, and the natures of the relationships underlying the constructs are tested by structural equation modeling. The final sample size was comprized of 89 responses in Masan port areas. It is found that "port society quality" significantly leads shippers' satisfaction and positive performance. Whist this research has contributed to our understanding of the effects of administrative service-quality in Masan, the main weakness of this research project is the limited external validity of the research findings. In this regard, it is suggested that other studies should be undertaken for assessing the external validity of the present findings.