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Service Quality Assessment Of Free Trade Port Zone Using Multilayer Quality Function Deployment: An Empirical Study In Taiwan, Sheng-Teng Huang, Ki-Yin Chang, I-Hsuan Su, Ay-Shiou Chiou, Yin-Chi Chen
Service Quality Assessment Of Free Trade Port Zone Using Multilayer Quality Function Deployment: An Empirical Study In Taiwan, Sheng-Teng Huang, Ki-Yin Chang, I-Hsuan Su, Ay-Shiou Chiou, Yin-Chi Chen
Journal of Marine Science and Technology
The aim of this paper is to improve the service quality of Taiwan’s free trade port zone (FTPZ), which is the key facilitator for trade activities and economic growth. However, high service quality is important to satisfy FTPZ’s users, investors, and other stakeholders. This study evaluates the service quality of the FTPZ using the multilayer quality function deployment (QFD) technique. Many previous studies on the FTPZ only focused on the points of view of manufacturers, logistics companies, and cargo owners, whereas a service provider (such as the Maritime Port Bureau) has a different viewpoint. To fill this gap, we evaluate …