engleski

Defining the Port Service Quality Model by Using the Factor Analysis

In this paper the methods of choosing the possible attributes affecting the perception of the port service quality are presented. The purpose of the study was to reduce a great number of the port service quality attributes to smaller number of attributes, grouped in common factors. Thus, a structural model, much easier to be explained and tested on the concrete example, was obtained. The hypothesis is put forward that the two dimensions of the port service quality: reliability and competence are best explained by the attributes presented. Optimal selection of attributes was done by principal component analysis, while the attribute distribution was obtained by exploratory factor analysis. The confirmative factor analysis has been used to define the structural model, adaptable to the results of the questionnaire submitted to the sample of students of the Faculty of Maritime Studies in Rijeka, Croatia.

quality attributes ; port service ; factor analysis ; structural model

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