Quality assurance in the maritime port logistics chain: the case of Valencia, Spain

The provision of port services is an important link in international logistics. Historically, ports have constituted a bottleneck in maritime transport. Moreover, the quality of port services has been compromised by the complex internal port organisation and the considerable number of bodies that participate in the transfer of goods between ships and inland transport vehicles. The efficiency of port services affects not only the port authorities, service providers and customers, but also the port hinterland through the multiplier effect on the regional economy. The problems of port organisation are explained using principal‐agent concepts. The authors then explore the concept of quality in relation to port services, and discuss certification of service providers as a means of signalling quality to their customers. Finally, the accreditation system of the port of Valencia, Spain, is presented as a model, one that is superior to the accepted ISO standards, whereby port service quality and efficiency may be enhanced.