Management of service quality of the maritime container terminal in the post-COVID-19 era

Abstract

PURPOSE: The study aims to develop the model of service quality management in the maritime container terminal in the post-COVID-19 era.

METHODOLOGY: The above-stated purpose is carried out through a research process, which covers stages as the identification of the state-of-art maritime container terminal service quality evaluation, and based on the findings, an original method of perceived service quality evaluation is to be developed within the second research stage. Therefore, some general research methods are proposed as critical literature review and methods of logical reasoning, and some system construction methods in the form of business process engineering.

FINDINGS: In the context of perceived service quality, the ongoing COVID-19 pandemic has led to growing attention to the issues concerning security and safety at the maritime container terminal.

PRACTICAL IMPLICATIONS: The results of the study could be considered an interesting source of information for maritime container terminal operators in the context of evaluating service quality.

ORIGINALITY: This research is the first that attempted to develop the model of service quality in the post-COVID-19 era in maritime container terminals.