How to cite this paper
Jafari, H., Saeidi, N & Karimi, M. (2013). Importance-performance analysis of port’s services quality form perspective of containerized liner shipping.Management Science Letters , 3(6), 1743-1750.
Refrences
Angel, R.J., Heffernan, T.W., & Megicks, P. (2008). Service quality in postgraduate education. Quality
Assurance in Education, 16(3), 236-54.
Arasli, H., Mehtap-Smadi, S., & Turan Katircioglu, S. (2005). Customer service quality in the Greek
Cypriot banking industry. Managing Service Quality, 15(1), 41-56.
Azzopardi, E., & Nash, R. (2012). A critical evaluation of importance–performance analysis. Tourism
Management.
Beach, L.R., & Burns, L.R. (1995). The service quality improvement strategy: Identifying priorities for
change. International Journal of Service Industry Management, 6(5), 5-15.
Brooks, M. (1984). An alternative theoretical approach to the evaluation of liner shipping: Part 1, situation
factors. Maritime Policy and Management, 11(1), 35-43.
Chang, Y., Lee, S., & Tongzon, J. (2008). Port selection factors by shipping lines: Different perspectives
between trunk liners and feeder service providers. Marine Policy, 32, 877-885.
Chou, C. C., Chu, C. W., & Liang, G. S. (2003). Comparison of two models for port choice. Journal of
Maritime Quarterly, 12(3), 45-61.
Coghlan, A. (2012). Facilitating reef tourism management through an innovative importance-performance
analysis method. Tourism Management, 33(4), 767-775.
Deng, W.J., & Pei, W. (2009). Fuzzy neural based importance-performance analysis for determining
critical service attributes. Expert Systems with Applications, 36(2), 3774-3784.
Dolinsky, A.L., & Caputo, R.K. (1991). Adding a competitive dimension to importance-performance
analysis: An application to traditional health care systems. Health Marketing Quarterly, 8(3/4), 61-79.
Geng, X., & Chu, X. (2012). A new importance–performance analysis approach for customer satisfaction
evaluation supporting PSS design. Expert Systems with Applications, 39(1), 1492-1502.
Grosso, M., & Monteiro, F. (2008). Relevant strategic criteria when choosing a container port - The case
of the port of Genoa. Association for European Transport and Contributors, 1-21.
Hansen, E., & Bush, R.J. (1999). Understanding customer quality requirements: Model and application.
Industrial Marketing Management, 28(2), 119-130.
Johnston, R. (1995). The determinants of service quality: Satisfiers and dissatisfiers. International Journal
of Service Industry Management, 6(5), 53-71.
Kitcharoen, K. (2004). The importance-performance analysis of service quality in administrative
departments of private universities in Thailand. ABAC Journal, 24(3), 20-46.
Malchow, M., & Kanafani, A. (2001). A disaggregate analysis of factors influencing port selection.
Maritime Policy and Management, 28(3), 265-277.
Murphy, P., Daley, J., & Dalenberg, D. (1992). Port selection criteria: An application of a transportation
research framework. Logistics and Transportation Review, 28(3), 237-255.
Murphy, P.R., & Daley, J.M. (1994). A comparative analysis of port selection factors. Transportation
Journal, 34(1), 15–21.
Martilla, J.A., & James, J.C. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77-79.
Matzler, K., Bailom, F., Hinter Huber, H.H., Renzl, B. and Pichler, J. (2004a). The asymmetric
relationship between attribute-level performance and overall customer satisfaction: a reconsideration of
the importance–performance analysis. Industrial Marketing Management, 33(4), 271-277.
Matzler, K., Sauerwein, E., & Heischmidt, K.A. (2003). Importance-performance analysis revisited: The
role of the factor structure of customer satisfaction. The Service20 Industries Journal, 23(2), 112-129.
Murdy, S., & Pike, S. (2012). Perceptions of visitor relationship marketing opportunities by destination
marketers: An importance-performance analysis. Tourism Management, 33(5), 1281-1285.
Tseng, M. L. (2011). Importance–performance analysis of municipal solid waste management in
uncertainty. Environmental monitoring and assessment, 172(1-4), 171-187.
Taplin, R. H. (2012). Competitive importance-performance analysis of an Australian wildlife park.
Tourism Management, 33(1), 29-37.
Assurance in Education, 16(3), 236-54.
Arasli, H., Mehtap-Smadi, S., & Turan Katircioglu, S. (2005). Customer service quality in the Greek
Cypriot banking industry. Managing Service Quality, 15(1), 41-56.
Azzopardi, E., & Nash, R. (2012). A critical evaluation of importance–performance analysis. Tourism
Management.
Beach, L.R., & Burns, L.R. (1995). The service quality improvement strategy: Identifying priorities for
change. International Journal of Service Industry Management, 6(5), 5-15.
Brooks, M. (1984). An alternative theoretical approach to the evaluation of liner shipping: Part 1, situation
factors. Maritime Policy and Management, 11(1), 35-43.
Chang, Y., Lee, S., & Tongzon, J. (2008). Port selection factors by shipping lines: Different perspectives
between trunk liners and feeder service providers. Marine Policy, 32, 877-885.
Chou, C. C., Chu, C. W., & Liang, G. S. (2003). Comparison of two models for port choice. Journal of
Maritime Quarterly, 12(3), 45-61.
Coghlan, A. (2012). Facilitating reef tourism management through an innovative importance-performance
analysis method. Tourism Management, 33(4), 767-775.
Deng, W.J., & Pei, W. (2009). Fuzzy neural based importance-performance analysis for determining
critical service attributes. Expert Systems with Applications, 36(2), 3774-3784.
Dolinsky, A.L., & Caputo, R.K. (1991). Adding a competitive dimension to importance-performance
analysis: An application to traditional health care systems. Health Marketing Quarterly, 8(3/4), 61-79.
Geng, X., & Chu, X. (2012). A new importance–performance analysis approach for customer satisfaction
evaluation supporting PSS design. Expert Systems with Applications, 39(1), 1492-1502.
Grosso, M., & Monteiro, F. (2008). Relevant strategic criteria when choosing a container port - The case
of the port of Genoa. Association for European Transport and Contributors, 1-21.
Hansen, E., & Bush, R.J. (1999). Understanding customer quality requirements: Model and application.
Industrial Marketing Management, 28(2), 119-130.
Johnston, R. (1995). The determinants of service quality: Satisfiers and dissatisfiers. International Journal
of Service Industry Management, 6(5), 53-71.
Kitcharoen, K. (2004). The importance-performance analysis of service quality in administrative
departments of private universities in Thailand. ABAC Journal, 24(3), 20-46.
Malchow, M., & Kanafani, A. (2001). A disaggregate analysis of factors influencing port selection.
Maritime Policy and Management, 28(3), 265-277.
Murphy, P., Daley, J., & Dalenberg, D. (1992). Port selection criteria: An application of a transportation
research framework. Logistics and Transportation Review, 28(3), 237-255.
Murphy, P.R., & Daley, J.M. (1994). A comparative analysis of port selection factors. Transportation
Journal, 34(1), 15–21.
Martilla, J.A., & James, J.C. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77-79.
Matzler, K., Bailom, F., Hinter Huber, H.H., Renzl, B. and Pichler, J. (2004a). The asymmetric
relationship between attribute-level performance and overall customer satisfaction: a reconsideration of
the importance–performance analysis. Industrial Marketing Management, 33(4), 271-277.
Matzler, K., Sauerwein, E., & Heischmidt, K.A. (2003). Importance-performance analysis revisited: The
role of the factor structure of customer satisfaction. The Service20 Industries Journal, 23(2), 112-129.
Murdy, S., & Pike, S. (2012). Perceptions of visitor relationship marketing opportunities by destination
marketers: An importance-performance analysis. Tourism Management, 33(5), 1281-1285.
Tseng, M. L. (2011). Importance–performance analysis of municipal solid waste management in
uncertainty. Environmental monitoring and assessment, 172(1-4), 171-187.
Taplin, R. H. (2012). Competitive importance-performance analysis of an Australian wildlife park.
Tourism Management, 33(1), 29-37.