A team directed by Mary Brooks, member of the PortEconomics team, worked with the American Association of Port Authorities (AAPA) to offer AAPA members an opportunity to identify users’ perceptions of the quality of service at member ports.
Over 200 respondents, from three user groups (cargo interests, shipping lines and supply chain partners) took valuable time to provide us with their insights based on their experience with port service.
Examining service delivery effectiveness in seven North American container ports, with more than 250,000 TEUs in volume, Dr. Mary R. Brooks in collaboration with Dr. Tony Schellinck provided the management of each port with useful data on their performance as seen by the three user groups. Each port had a unique portfolio of factors to invest for improvement, and many ports found a usable “market for awareness” opportunity. East and West Coast patterns were also noted. They also provided the AAPA with the top line results of the survey.
Participating ports all reported that the Determinance/Importance Performance Gap Space provided a framework, which could be readily understood by their partners and staff, and on which they could determine improvement initiatives.
The exercise built on and expanded the conceptual work that had been developed by a Halifax, Canada based team consisting by Dalhousie University Professors Dr. Mary R. Brooks & Dr. Tony Schellinck, and PortEconomics co-director Thanos Pallis, Adjunct Professor at the same University. The instrument had been exploratory implemented in selected ports in Canada and the US. In collaboration with other PortEconomics members, the team aims to develop and apply the instrument in beyond North America, with the first phase including Europe.
You might download click here to download the full report @ the AAPA website: The AAPA Port Customer Service Initiative Report
North American Research
Brooks, Mary R., Douglas (Tony) Schellinck and Athanasios A. Pallis (2011). Port Effectiveness: Users’ Perspectives in North America, Transportation Research Record, 2222, 34-42. (an early version of the study is available via PortEconomics – , while the definite version of it is available via the TRR homepage).
- Brooks, Mary R., Tony Schellinck and A. A. Pallis (2011). A Systematic Approach for Evaluating Port Effectiveness, Maritime Policy and Management, 38 (3), 315-334 (an early version of the study is available via PortEconomics – , while the definite version of it is available via the Journal’s webpage: Maritime Policy and Management)
- European Sea Ports Organisation (2012). European Port Performance Dashboard (developed by ESPO in collaboration with several members of the PortEconomics team).[/span]