IDENTIFICATION AND EVALUATION OF FACTORS AFFECTING CUSTOMERS SATISFACTION FROM PORT SERVICES IN IMAM KHOMEINI PORT BASED ON 8PS AND KANO MODEL

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HELALEH PAYAM; YUSEFI HOMAYON; SAEEIDI SEYED NASER

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Journal: JOURNAL OF MARITIME TRANSPORT INDUSTRY Year:2016 | Volume:2 | Issue:2 Page(s): 21-28

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Title

IDENTIFICATION AND EVALUATION OF FACTORS AFFECTING CUSTOMERS SATISFACTION FROM PORT SERVICES IN IMAM KHOMEINI PORT BASED ON 8PS AND KANO MODEL

Author(s)

HELALEH PAYAM | YUSEFI HOMAYON | SAEEIDI SEYED NASER | Issue Writer Certificate

Keywords

IMAM KHOMEINI PORTQ1

CUSTOMER SATIDFACTIONQ1

PORT SERVICESQ3

MARKETING MIXESQ1

Abstract

The purpose of the present research is to investigate the role of marketing mix, especially serivice factor in ports marketing, to identify the most important factors affecting customers satisfaction (shipping, owners and forwarders) from services in IMAM KHOMEINI PORT, to prioritize the factors affecting customers satisfaction in port industry, and to provide suggestions for designing services in compliance with customers' need in two stages. At first, twenty nine indicators were defined as independent variables based on customer satisfaction forms and supervisors comments. Then, these indicators were put into Kano questionnaire. After the above mentioned stages in Kano model and considering the type of each of the factors, the customer satisfaction index is calculated. In the second stage, the role of marketing mix in customer satisfaction from PORT SERVICES in IMAM KHOMEINI PORT are investigated. The hypothesis test revealed that 8Ps marketing mix have efficient role in customers satisfaction from PORT SERVICES in IMAM KHOMEINI PORT. The results of 8Ps prioritizing show that the services have the first place, the price and other port costs have the second place, and the location and time have the third stages.

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APA: Copy

HELALEH, PAYAM, YUSEFI, HOMAYON, & SAEEIDI, SEYED NASER. (2016). IDENTIFICATION AND EVALUATION OF FACTORS AFFECTING CUSTOMERS SATISFACTION FROM PORT SERVICES IN IMAM KHOMEINI PORT BASED ON 8PS AND KANO MODEL. JOURNAL OF MARITIME TRANSPORT INDUSTRY, 2(2), 21-28. SID. https://sid.ir/paper/255696/en

Vancouver: Copy

HELALEH PAYAM, YUSEFI HOMAYON, SAEEIDI SEYED NASER. IDENTIFICATION AND EVALUATION OF FACTORS AFFECTING CUSTOMERS SATISFACTION FROM PORT SERVICES IN IMAM KHOMEINI PORT BASED ON 8PS AND KANO MODEL. JOURNAL OF MARITIME TRANSPORT INDUSTRY[Internet]. 2016;2(2):21-28. Available from: https://sid.ir/paper/255696/en

IEEE: Copy

PAYAM HELALEH, HOMAYON YUSEFI, and SEYED NASER SAEEIDI, “IDENTIFICATION AND EVALUATION OF FACTORS AFFECTING CUSTOMERS SATISFACTION FROM PORT SERVICES IN IMAM KHOMEINI PORT BASED ON 8PS AND KANO MODEL,” JOURNAL OF MARITIME TRANSPORT INDUSTRY, vol. 2, no. 2, pp. 21–28, 2016, [Online]. Available: https://sid.ir/paper/255696/en

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