Constructs and measurement items
| Research variables and measurement items | Labels |
|---|---|
| Resource-related PSQ | |
| 1. The port that we are using always has available equipment and facilities to meet our requirements | E1 |
| 2. The equipment and facilities of the port that we are using are modern and always function properly | E2 |
| 3. The port that we are using has strong and stable financial stability | E3 |
| 4. The port that we are using has excellent shipment track and trace capability | E4 |
| 5. The port that we are using has excellent physical infrastructures such as berths, yards, warehouses, distribution centers and hinterland connection networks | E5 |
| Outcome-related PSQ | |
| 1. The port that we are using always provides fast service | E6 |
| 2. The port that we are using always reliably provides service | E7 |
| 3. The port we are using always provides service in a consistent manner | E8 |
| 4. The port that we are using always ensures safety and security for our ships/shipments | E9 |
| 5. The port that we are using always produce error-free invoice and related documents | E10 |
| 6. The port that we are using always offers a competitive price of service | E11 |
| 7. The port that we are suing can always meet our service requirements anytime and anywhere we want | E12 |
| Process-related PSQ | |
| 1. The staff in the port that we are using always demonstrate a professional attitude and behavior in meeting our requirements | E13 |
| 2. The staff in the port that we are using always respond quickly to our inquiries and request | E14 |
| 3. The staff in the port that we are using always demonstrate good knowledge of our needs and requirements | E15 |
| 4. The level of information and communication technology (ICT) applications in customer service at the port that we are using is comprehensive | E16 |
| Management-related PSQ | |
| 1. The level of ICT applications in port operations and management at the port that we are using is comprehensive | E17 |
| 2. The port that we are using demonstrates a high level of efficiency in operations and management | E18 |
| 3. The management in the port that we are using always demonstrate good knowledge and competence, including incident-handling capability | E19 |
| 4. The management in the port that we are using always demonstrates a good understanding of our needs and requirements | E20 |
| 5. The port that we are using always collects our feedback about their services and reflect on their improvement | E21 |
| 6. The port that we are using continuously improves its customer-oriented operation and management processes | E22 |
| Image and social responsibility-related PSQ | |
| 1. The port that we are using demonstrates a good relationship with other ports and land transport service providers | E23 |
| 2. The port that we are using possesses a positive reputation for reliability in the market. | E24 |
| 3. The port that we are using always emphasized on operations and work safety | E25 |
| 4. The port that we are using demonstrates a good record of operations and work safety | E26 |
| 5. The port that we are using fulfills good social responsibility to their employees and other stakeholders | E27 |
| 6. The port that we are using always emphasizes environmentally responsible operations | E28 |
| 7. The port that we are using has in place an environmental management system | E29 |
| Research variables and measurement items | Labels |
|---|---|
| 1. The port that we are using always has available equipment and facilities to meet our requirements | E1 |
| 2. The equipment and facilities of the port that we are using are modern and always function properly | E2 |
| 3. The port that we are using has strong and stable financial stability | E3 |
| 4. The port that we are using has excellent shipment track and trace capability | E4 |
| 5. The port that we are using has excellent physical infrastructures such as berths, yards, warehouses, distribution centers and hinterland connection networks | E5 |
| 1. The port that we are using always provides fast service | E6 |
| 2. The port that we are using always reliably provides service | E7 |
| 3. The port we are using always provides service in a consistent manner | E8 |
| 4. The port that we are using always ensures safety and security for our ships/shipments | E9 |
| 5. The port that we are using always produce error-free invoice and related documents | E10 |
| 6. The port that we are using always offers a competitive price of service | E11 |
| 7. The port that we are suing can always meet our service requirements anytime and anywhere we want | E12 |
| 1. The staff in the port that we are using always demonstrate a professional attitude and behavior in meeting our requirements | E13 |
| 2. The staff in the port that we are using always respond quickly to our inquiries and request | E14 |
| 3. The staff in the port that we are using always demonstrate good knowledge of our needs and requirements | E15 |
| 4. The level of information and communication technology (ICT) applications in customer service at the port that we are using is comprehensive | E16 |
| 1. The level of ICT applications in port operations and management at the port that we are using is comprehensive | E17 |
| 2. The port that we are using demonstrates a high level of efficiency in operations and management | E18 |
| 3. The management in the port that we are using always demonstrate good knowledge and competence, including incident-handling capability | E19 |
| 4. The management in the port that we are using always demonstrates a good understanding of our needs and requirements | E20 |
| 5. The port that we are using always collects our feedback about their services and reflect on their improvement | E21 |
| 6. The port that we are using continuously improves its customer-oriented operation and management processes | E22 |
| 1. The port that we are using demonstrates a good relationship with other ports and land transport service providers | E23 |
| 2. The port that we are using possesses a positive reputation for reliability in the market. | E24 |
| 3. The port that we are using always emphasized on operations and work safety | E25 |
| 4. The port that we are using demonstrates a good record of operations and work safety | E26 |
| 5. The port that we are using fulfills good social responsibility to their employees and other stakeholders | E27 |
| 6. The port that we are using always emphasizes environmentally responsible operations | E28 |
| 7. The port that we are using has in place an environmental management system | E29 |
Source(s): Adopted from Thai (2008) and Yeo et al. (2015)
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