Port sustainable services innovation: Ningbo port users’ expectation

Wang, Zun, Subramanian, Nachiappan, Abdulrahman, Muhammad D, Cui, Hong, Wu, Lin and Liu, Chang (2017) Port sustainable services innovation: Ningbo port users’ expectation. Sustainable Production and Consumption, 11. pp. 58-67. ISSN 2352-5509

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Port sustainable services innovation depends on understanding and matching customers’ expectations with unique service offerings using advanced facilities. This study develops and validates a port sustainable services decision model to investigate customers’ port services expectations based on the views of companies and freight services providers located in major cities nearby Ningbo port. Thus, the study will enable better understanding of the port’s impact on sustainability of the economic and social prosperity of its immediate environment stakeholders by balancing three major aspects such as services, costs and facilities. The study employed a multi-criteria decision-making methodology Analytical Hierarchy Process (AHP) to analyze the model. The results show that while different port users have different views and expectations, port infrastructure improvement, cargo safety, and reductions in port charges are critical to attract businesses. Port-dependent companies that were investigated also cite reduced paper work and optimized e-business as well as reduced transport congestion as key areas for improvements. This study provides port administrators with insights on how to effectively improve business attractiveness for greater sustainability and competitive advantages with rival ports within the same geographical proximity. In addition it also suggests how to design cost-effective ways of meeting and even surpassing users’ expectations.

Item Type: Article
Keywords: Service innovation, Sustainability, Port services, Users’ expectations, China
Schools and Departments: University of Sussex Business School > Business and Management
Depositing User: Nachiappan Subramanian
Date Deposited: 13 Oct 2016 15:38
Last Modified: 02 Jul 2019 15:04
URI: http://sro.sussex.ac.uk/id/eprint/64674

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