Customer happiness, which is a key stakeholder in the industry, depends on quality.

Research and practice demonstrate the significance of a reliable instrument for evaluating quality (Konings, 2008).

SERVQUAL is proposed as one of the most effective instruments in measuring the quality of service within container terminal handling.


A significant part of a country’s economy is played by its ports.

Because of the impact on clients, unreliability and failure come at a high cost.

Quality of port service investigation (PSQ).

SERVQUAL model is being used as the proposed framework for evaluating the quality of port services (Yeo, Thai & Roh, 2015).

The model evaluates the discrepancy between customer expectations and observations to determine the level of quality.

When a customer observes less than their anticipation, there needs to be more quality (Sayareh, Iranshahi, & Golfakhrabadi, 2016).

Quality is abundant when expectations are on par with expectations (Konings, 2008)

More quality is delivered if the observation is higher than the anticipation.

The Benefits of Your Idea

An essential metric for potential advancements in port service quality measurement (Konings, 2008)

The tool is essential for determining the quality level.

The tool’s foundation recognizes the customer’s desire to assess the caliber of the services they receive.

It offers trustworthy information that can be used to decide what modifications are required.

Customer’s quality expectations are translated into performance statements and goals for the required quality level (Konings, 2008)

Research findings are used to validate the model and provide a statistically sound method for gauging service quality at ports.

The approach assesses actual aspects of port service quality from customers’ perspectives (Sayareh, Iranshahi, & Golfakhrabadi, 2016).

It lists the criteria that clients use to assess the caliber of the services they obtain.

Correct sizing is the cornerstone of establishing client loyalty (Yeo, Thai, & Roh, 2015).

Following are the five SERVQUAL dimensions:

Tangibles: the actual facilities, staff, equipment, and communication materials’ appearance;

Reliability: The capacity to fulfill promises while delivering the desired quality.

Response: The ability to provide prompt service and customer support; Assurance: The staff’s civility and degree of understanding, as well as their ability to inspire confidence and trust;

Empathy: Giving customers care and individual attention

The contrasting viewpoints

The tool could not be a true quality indicator due to the conflicting findings of what constitutes quality port service (PSQ) (Sayareh, Iranshahi, & Golfakhrabadi, 2016).

The tool measures client satisfaction rather than quality.

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