Table 2 Survey items Resource-related...

Table 2

Survey items

Resource-related PSQ	Outcome-related PSQ
Ports in Kuwait have available equipment and facilities to meet your requirements	Ports in Kuwait provide fast services
The equipment and facilities of the Kuwait port are modern and always functioning properly	Ports in Kuwait provide services in a reliable manner
Ports in Kuwait have strong financial stability	Ports in Kuwait provide services in a consistent manner
Port in Kuwait have excellent shipment tracking and tracing capability	Ports in Kuwait ensure safety and security to the shipments
Ports in Kuwait have excellent physical infrastructure such as berths, yards, warehouses, distribution centers, and hinterland connection networks	Ports in Kuwait produce error-free invoice and related documents
	Ports in Kuwait meet our service requirements every time
Process-related PSQ	Management-related PSQ
Kuwait port staff demonstrate professional attitude and behavior in meeting our requirements	The level of ICT applications in Kuwait port operations and management is detailed
Kuwait port staff respond quickly to our enquiries and request	Kuwait port demonstrates a high level of efficiency in operations and management
Kuwait port staff demonstrate good knowledge of our needs and requirements	The management of Kuwait port demonstrates good knowledge and competence, including incident-handling capability
The level of ICT applications in customer service at Kuwait port is comprehensive	The management of Kuwait port demonstrates good understanding of our needs and requirements
	Kuwait port management collects our feedback about their services and reflect on their improvement
	Ports in Kuwait continuously improve their customer-oriented operation and management processes
Image and social responsibility-related PSQ	C&F agent satisfaction
Kuwait ports demonstrate good relationship with different logistics/transport providers	Overall, we are satisfied with the facilities, equipment and other infrastructures of the ports in Kuwait
Kuwait ports possess a positive reputation for reliability in the market	Overall, we are satisfied with the management and employees of Kuwait ports
Kuwait ports emphasize on operations and work safety	Overall, we are satisfied with the service quality of the Kuwait ports
Kuwait ports demonstrate a good record in operations and work safety	I will speak positively about the service of Kuwait port to our business partners
Kuwait ports fulfill good social responsibility to their employees and other stakeholders
Kuwait ports emphasize environmentally responsible operations

Resource-related PSQ	Outcome-related PSQ
Ports in Kuwait have available equipment and facilities to meet your requirements	Ports in Kuwait provide fast services
The equipment and facilities of the Kuwait port are modern and always functioning properly	Ports in Kuwait provide services in a reliable manner
Ports in Kuwait have strong financial stability	Ports in Kuwait provide services in a consistent manner
Port in Kuwait have excellent shipment tracking and tracing capability	Ports in Kuwait ensure safety and security to the shipments
Ports in Kuwait have excellent physical infrastructure such as berths, yards, warehouses, distribution centers, and hinterland connection networks	Ports in Kuwait produce error-free invoice and related documents
	Ports in Kuwait meet our service requirements every time
Process-related PSQ	Management-related PSQ
Kuwait port staff demonstrate professional attitude and behavior in meeting our requirements	The level of ICT applications in Kuwait port operations and management is detailed
Kuwait port staff respond quickly to our enquiries and request	Kuwait port demonstrates a high level of efficiency in operations and management
Kuwait port staff demonstrate good knowledge of our needs and requirements	The management of Kuwait port demonstrates good knowledge and competence, including incident-handling capability
The level of ICT applications in customer service at Kuwait port is comprehensive	The management of Kuwait port demonstrates good understanding of our needs and requirements
	Kuwait port management collects our feedback about their services and reflect on their improvement
	Ports in Kuwait continuously improve their customer-oriented operation and management processes
Image and social responsibility-related PSQ	C&F agent satisfaction
Kuwait ports demonstrate good relationship with different logistics/transport providers	Overall, we are satisfied with the facilities, equipment and other infrastructures of the ports in Kuwait
Kuwait ports possess a positive reputation for reliability in the market	Overall, we are satisfied with the management and employees of Kuwait ports
Kuwait ports emphasize on operations and work safety	Overall, we are satisfied with the service quality of the Kuwait ports
Kuwait ports demonstrate a good record in operations and work safety	I will speak positively about the service of Kuwait port to our business partners
Kuwait ports fulfill good social responsibility to their employees and other stakeholders
Kuwait ports emphasize environmentally responsible operations

Source(s): Authors’ compilation

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