The Impact of Logistic, Port and Infrastructural Services on the Transit Services Satisfaction Studied through the Importance-Performance Analysis: A Case Study of Arvand Free Trade Zone

Document Type : Research Paper

Authors

1 Masters of Business Administration, Management and Planning Education and Research Institute, Tehran, Iran

2 Assistant Professor of Public Administration, Management and Planning Education and Research Institute, Tehran, Iran

Abstract

One of the most important issues that organizations have to deal with in the current competitive conditions is the awareness of the level of customer satisfaction with the performance of the organization, products and services. Importance-performance analysis is a useful tool in customer satisfaction surveys and management strategies. It can help stakeholders identify the strengths and weaknesses and determine priorities for improvement. The aim of this study is to assess the quality of transit services in Arvand free zone in terms of importance and satisfaction with the performance. This research is an applied study. The data were collected through questionnaires. In this regard, among 190 merchants, customs clearance agents and individuals active in the field of transport, 126 were selected by the stratified random sampling method. Using 25 quality parameters identified for transit services, an IP matrix was developed as an operating model for the pathology of customer satisfaction with the quality of regional transit services. The results show that a few variables including the efficiency of the transport network, use of modern railways, use of regular airlines, and reduction of official bureaucracy are of high importance but of low performance by arvand free zone. Hence, they require urgent attention so as to enhance customer satisfaction, which is a key variable identified for its effect on the service quality in Arvand free trade zone.           

Keywords

References

1-   Abalo, J., Varela, J. and Manzano, V., 2007, Importance values for Importance-Performance Analysis: A formula for spreading out values derived from preference rankings, Journal of Business Research, 60(2), 115-121.
2-   Aggarwal, A., 2002, liberalization, multinational enterprise and export performance: evidence from Indian manufacturing, journal of development studies, 38 (3), 119-137.
3-   Andalib, A., 2003, Agile Logistics with SCAL Controlled Services, Supply Chain Management Quarterly, 18, 66-57.
4-   Ahadi, H.R., zeyatabar ahmadi, S.H., 2013, dynamic analysis of effective parameters in the utility of rail pass transit corridors; case study of sarakhs-abbas port axis, transport engineering, 5, 166-153.
5-   Amir Ahmasian, b., 2008, transportation and transit in central asia, central Eurasia studies, international center for international studies, faculty of  law and political science, 2, 29-48.
6-   Bensassi, S., Marquez-Ramos, L., Martinez-Zarzoso, I. & Suarez-Burguet, C., 2015, relationship between logestics infrastructure and trade: evidence from Spanish regional exports, transportation research part A, 72, 47-61.
7-   Chen, L.-F., 2014, A novel framework for customer-driven service strategies: A case study of a restaurant chain, Tourism Management, 41, 119-128.
8-   Customs of the islamic republic of iran: information and communications technology office.
9-   De Ona,R., Mazzulla,G., 2014, Monitoring Changes In Transit Service Quality Over Times, Procedia-Social And Behavioral Sciences, 111, 974-983.
10-   De Oña, J., De Oña, R., Calvo, F., 2012, A Classification Tree Approach To Identify Key Factors Of Transit Service Quality, Expert Systems With Applications, 39, 11164–11171.
11-   Engle, J.F., Blackwell, R.D. & Kollat , D.T., 1978, Consumer Behavior, Dryden Press , Hinsdale.
12-   Ezzati, E.A., sorkhi, SH., 2012, the study of the status of chabahar in the north-south transit and its role in the development of neighboring cities, geographical quartely of the land, 36, 1-14.
13-   Fullerton, G., 2014, The moderating effect of normative commitment on the service quality-customer retention relationship, European Journal of Marketing, 48, 657 – 673.
14-   Germano, S., Quadros, R. & David Nassi, C., 2015,  An evaluation on the criteria to prioritize transportation infrastructure investments in Brazil, Transport Policy, 40, 8–16.
15-   Houshmand. M., mahdavi adeli, M.H. & elahi, S., 2006, the impact of ground transportation infrastructure on the volume of trade between the regions of iran and ECO countries, journal of commercial law, 41, 125-150.
16-   Hejazi, S. J., Rabbani, M., 2013, Comparison of the Economic Shahid Rajaee Port in the North-South Corridor, International Conference on Civil Engineering, Architecture and Sustainable Urban Development, Islamic Azad University, Tabriz Branch.
17-   Lu, ch., Yang, ch., 2007, An evaluation of the investment environment in international logistics zones: A Taiwanese manufacturer’s perspective, Production Economics, 107, 279–300.
18-   Mir abdollah, H., rasoulian, M. & boromand, B., 2012, bussiness support and trade development services: estimating effects (iran and delection of countries), journal of commercial law, 64, 123-147.
19-   Organization of shipping and road transport: office of information and communication technology.
20-   Ports and maritime organization, 2011, the role of transit in the development of the global economic network, monthly articles of port and sea, 23, 58-61.
21-   Roknaddin, Eftekhari, A.R., Vojdani Tahrani, H. & Razini, Ebrahim A., 2009, Evaluation and Prioritization of Free Trade Zones of Iran Using the MADM Method, Teacher of Humanities, 13, 3, 166-143.
22-   Radojevic,T,Stanisic.N, 2015, Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry, Tourism Management,  51, 13-21.
23-   Richard L., 1980, A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions, Journal of Marketing Research, 17, 460-469.
24-   Sheng. X, Simpson.M, Siguaw,J., 2014, U. S. winter migrants’ park community attributes: An importance performance analysis, Tourism Management,  43,  55-67.
25-   Secretariat of the supreme council fot free trade-industrial and special economic zones: office of planning, budget and investment.
Journal of Business Administration Researches
Volume 11, Issue 21
September 2019
Pages 25-43

Files

Share

How to cite

Statistics