Jurnal Internasional

International Journal Logistic Management: Improving the service operations of container terminals

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internal operational management of CT operators. In practice, for improving the performance of CT
operators, the external customers’ requirements should also be considered. The purpose of this paper
is to discuss the improvement of service operations of CTs from users’ requirement perspectives.
Design/methodology/approach – In this paper, the customer requirements for container terminal
are first examined. Based on the customer requirements, a quality function deployment (QFD) model is
then constructed to translate the customer requirements into service operations of the container
terminals, by which CT operators may make policies to improve their service operations. As an
empirical study, the container terminal of Yang-Ming Shipping Line (YML CT) at Kaohsiung Port and
its users were investigated to validate the model.
Findings – The result proposes 19 customer requirement attributes from users’ perspectives and 15
service operations from CT operators’ perspectives. Further, the top five customer requirement
attributes by importance degree are: consistency of bill of lading; accuracy of dynamic information on
cargos; accuracy of EDI information for receiving and releasing of containers; professional ability of
operators to deal with cargo damage; and cargo safety.
Practical implications – The results indicate the top five service operations in need of improvement
for the YML CT are: storage operation in depot; outbound container operation; hazardous container
storage; inbound container operation; and T1 arrangement.
Originality/value – In this paper, a QFD model was constructed to improve the service operations of
CTs. The proposed model may provide valuable references for future research on container terminals.
Keywords Freight containers, Logistics management, Customer requirements,
Quality function deployment, Container terminals, Service operations
Paper type Research paper

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Ketersediaan

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Informasi Detail

Judul Seri

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No. Panggil

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Penerbit

: Emerald Insight., 2013

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

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Klasifikasi

NONE

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Jurnal Logistik

Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

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