Service Quality Evaluation of Container Terminals through AHM and Membership Degree Transformation

In today’s competitive world, it is important to determine the relative importance of attributes that have an effect on the service quality to improve the business performance. As Container terminals plays major role in national economy, the study focuses on the evaluation of container terminal serv...

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Bibliographic Details
Main Authors:	Hemalatha, S., Dumpala, Lingaraju, Balakrishna, B.
Format:	Conference Proceeding
Language:	eng
Subjects:	Attribute Hierarchy Model (AHM) Container terminals Membership Degree transformation Service quality
Online Access:	Get full text
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Summary:	In today’s competitive world, it is important to determine the relative importance of attributes that have an effect on the service quality to improve the business performance. As Container terminals plays major role in national economy, the study focuses on the evaluation of container terminal service quality. The five main attributes considered in measuring service quality of container terminals are Container terminal Assurance, Empathy, Responsiveness, Reliability and Tangibles. In this paper, Relative weights of each criteria and sub-criteria are determined by using AHM and overall performance of container terminals is also evaluatedby M (1, 2, 3)Degree transformation.
ISSN:	2214-7853 2214-7853