Port-Service Quality Dimensions and Passenger Profiles: An Exploratory Examination and Analysis

Recent developments in the European Union political agenda, particularly with respect to the role ports that will play in the next decade, emphasise the need for a total re-assessment of the policies pursued by the relevant authorities. A variety of fairly rapid changes, coupled with important technological improvements, have increased the level of competition impacting on port activities. This, combined with a general policy shift from road to sea transport, has highlighted various factors, including the role of the ‘passenger’, in the maritime industry. This role has been somewhat neglected, or at least undervalued, for many years. The main aim of this paper is to explore the quality dimensions of ports in terms of the provision of services to passengers, as well as to identify and analyse the different groups (passenger profiles), which use the port and its services for coastal shipping. This is important in order to identify future competitive advantages for passenger ports. Evidence from the Greek coastal shipping industry reveals a multidimensionality in passenger perceptions of port-service quality and identifies two groups of users of port services.

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