A systematic approach for evaluating port effectiveness

Abstract

The objective of this paper is to examine how users evaluate port effectiveness and identify those constructs relevant to that evaluation. The three user groups studied are carriers, cargo interests, and suppliers of services at the port. The study team developed an on-line survey instrument and delivered it to Canadian port users with the assistance of eight industry organizations. The findings of the research are based on the contributions of 57 decision makers with port usage experience, many of whom fit into more than one group of users. The study concludes that the evaluation criteria influencing users’ perceptions of satisfaction, competitiveness, and service delivery effectiveness are different, and so while the determinants of these constructs have considerable overlap, they are different constructs. This paper also illustrates how independent (or third-party) evaluation of port performance might be used by a port to strategically improve its service to users, and therefore have value from a port perspective in its strategic planning.

Acknowledgement

The assistance of Shawna Arsenault, Dalhousie MBA ’09 graduate, in on-line survey development is greatly appreciated.