{"id":"https://openalex.org/W4411427272","doi":"https://doi.org/10.3390/systems13060486","title":"A Study on Port Service Quality, Customer Satisfaction, Customer Loyalty, and Referral Intention: Focusing on Korean Container Terminals Amid Smart Port Development","display_name":"A Study on Port Service Quality, Customer Satisfaction, Customer Loyalty, and Referral Intention: Focusing on Korean Container Terminals Amid Smart Port Development","publication_year":2025,"publication_date":"2025-06-18","ids":{"openalex":"https://openalex.org/W4411427272","doi":"https://doi.org/10.3390/systems13060486"},"language":"en","primary_location":{"id":"doi:10.3390/systems13060486","is_oa":true,"landing_page_url":"https://doi.org/10.3390/systems13060486","pdf_url":"https://www.mdpi.com/2079-8954/13/6/486/pdf?version=1750234262","source":{"id":"https://openalex.org/S4210219410","display_name":"Systems","issn_l":"2079-8954","issn":["2079-8954"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.mdpi.com/2079-8954/13/6/486/pdf?version=1750234262","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5063598539","display_name":"Lele Zhou","orcid":"https://orcid.org/0000-0002-9176-6559"},"institutions":[{"id":"https://openalex.org/I191879574","display_name":"Inha University","ror":"https://ror.org/01easw929","country_code":"KR","type":"education","lineage":["https://openalex.org/I191879574"]}],"countries":["KR"],"is_corresponding":false,"raw_author_name":"Lele Zhou","raw_affiliation_strings":["The Research Institute for Smart Governance and Policy (RISGP), Inha University, Incheon 22212, Republic of Korea"],"raw_orcid":"https://orcid.org/0000-0002-9176-6559","affiliations":[{"raw_affiliation_string":"The Research Institute for Smart Governance and Policy (RISGP), Inha University, Incheon 22212, Republic of Korea","institution_ids":["https://openalex.org/I191879574"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5084545856","display_name":"Woojong Suh","orcid":"https://orcid.org/0000-0002-3448-7465"},"institutions":[{"id":"https://openalex.org/I191879574","display_name":"Inha University","ror":"https://ror.org/01easw929","country_code":"KR","type":"education","lineage":["https://openalex.org/I191879574"]}],"countries":["KR"],"is_corresponding":true,"raw_author_name":"Woojong Suh","raw_affiliation_strings":["Department of Business Administration, Inha University, Incheon 22212, Republic of Korea"],"raw_orcid":"https://orcid.org/0000-0002-3448-7465","affiliations":[{"raw_affiliation_string":"Department of Business Administration, Inha University, Incheon 22212, Republic of Korea","institution_ids":["https://openalex.org/I191879574"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5084545856"],"corresponding_institution_ids":["https://openalex.org/I191879574"],"apc_list":{"value":1600,"currency":"CHF","value_usd":1732},"apc_paid":{"value":1600,"currency":"CHF","value_usd":1732},"fwci":4.6666,"has_fulltext":true,"cited_by_count":2,"citation_normalized_percentile":{"value":0.94141335,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":99},"biblio":{"volume":"13","issue":"6","first_page":"486","last_page":"486"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9950000047683716,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9950000047683716,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11223","display_name":"Maritime Ports and Logistics","score":0.9832000136375427,"subfield":{"id":"https://openalex.org/subfields/2209","display_name":"Industrial and Manufacturing Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T14233","display_name":"Diverse Topics in Contemporary Research","score":0.9664000272750854,"subfield":{"id":"https://openalex.org/subfields/3316","display_name":"Cultural Studies"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.7269951105117798},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.680341899394989},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.6521133184432983},{"id":"https://openalex.org/keywords/referral","display_name":"Referral","score":0.6142902970314026},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.563518226146698},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.5462907552719116},{"id":"https://openalex.org/keywords/port","display_name":"Port (circuit theory)","score":0.5461597442626953},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.5055460929870605},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.4982590675354004},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.4632267951965332},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.4630662798881531},{"id":"https://openalex.org/keywords/container","display_name":"Container (type theory)","score":0.418771892786026},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.41812044382095337},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.13320112228393555},{"id":"https://openalex.org/keywords/medicine","display_name":"Medicine","score":0.07806456089019775}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7269951105117798},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.680341899394989},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6521133184432983},{"id":"https://openalex.org/C2776135927","wikidata":"https://www.wikidata.org/wiki/Q5242559","display_name":"Referral","level":2,"score":0.6142902970314026},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.563518226146698},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5462907552719116},{"id":"https://openalex.org/C32802771","wikidata":"https://www.wikidata.org/wiki/Q2443617","display_name":"Port (circuit theory)","level":2,"score":0.5461597442626953},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5055460929870605},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4982590675354004},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4632267951965332},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4630662798881531},{"id":"https://openalex.org/C2781018962","wikidata":"https://www.wikidata.org/wiki/Q5164884","display_name":"Container (type theory)","level":2,"score":0.418771892786026},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.41812044382095337},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.13320112228393555},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.07806456089019775},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C512399662","wikidata":"https://www.wikidata.org/wiki/Q3505712","display_name":"Family medicine","level":1,"score":0.0},{"id":"https://openalex.org/C119599485","wikidata":"https://www.wikidata.org/wiki/Q43035","display_name":"Electrical engineering","level":1,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.3390/systems13060486","is_oa":true,"landing_page_url":"https://doi.org/10.3390/systems13060486","pdf_url":"https://www.mdpi.com/2079-8954/13/6/486/pdf?version=1750234262","source":{"id":"https://openalex.org/S4210219410","display_name":"Systems","issn_l":"2079-8954","issn":["2079-8954"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Systems","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:0cb6ebbfed69436d80cfc157f83e18ae","is_oa":true,"landing_page_url":"https://doaj.org/article/0cb6ebbfed69436d80cfc157f83e18ae","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Systems, Vol 13, Iss 6, p 486 (2025)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.3390/systems13060486","is_oa":true,"landing_page_url":"https://doi.org/10.3390/systems13060486","pdf_url":"https://www.mdpi.com/2079-8954/13/6/486/pdf?version=1750234262","source":{"id":"https://openalex.org/S4210219410","display_name":"Systems","issn_l":"2079-8954","issn":["2079-8954"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Systems","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.6700000166893005,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"awards":[{"id":"https://openalex.org/G1588506617","display_name":null,"funder_award_id":"NRF-2022S1A5C2A03093690","funder_id":"https://openalex.org/F4320322120","funder_display_name":"National Research Foundation of Korea"}],"funders":[{"id":"https://openalex.org/F4320320671","display_name":"National Research Foundation","ror":"https://ror.org/05s0g1g46"},{"id":"https://openalex.org/F4320321408","display_name":"Ministry of Education","ror":"https://ror.org/01p262204"},{"id":"https://openalex.org/F4320322120","display_name":"National Research Foundation of Korea","ror":"https://ror.org/013aysd81"}],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4411427272.pdf","grobid_xml":"https://content.openalex.org/works/W4411427272.grobid-xml"},"referenced_works_count":98,"referenced_works":["https://openalex.org/W995094232","https://openalex.org/W1481975326","https://openalex.org/W1535106379","https://openalex.org/W1585155070","https://openalex.org/W1602301441","https://openalex.org/W1774460361","https://openalex.org/W1976748961","https://openalex.org/W1979230058","https://openalex.org/W1979928421","https://openalex.org/W1999602801","https://openalex.org/W2012966592","https://openalex.org/W2016560145","https://openalex.org/W2017233206","https://openalex.org/W2017630757","https://openalex.org/W2019799928","https://openalex.org/W2021076908","https://openalex.org/W2022344184","https://openalex.org/W2028809046","https://openalex.org/W2029556917","https://openalex.org/W2037575844","https://openalex.org/W2052906840","https://openalex.org/W2055989341","https://openalex.org/W2059955887","https://openalex.org/W2062709194","https://openalex.org/W2070382319","https://openalex.org/W2072336944","https://openalex.org/W2080185942","https://openalex.org/W2111312199","https://openalex.org/W2163241745","https://openalex.org/W2169281074","https://openalex.org/W2172134331","https://openalex.org/W2175227141","https://openalex.org/W2246486977","https://openalex.org/W2280220179","https://openalex.org/W2286330049","https://openalex.org/W2323428983","https://openalex.org/W2325705361","https://openalex.org/W2342472925","https://openalex.org/W2562920758","https://openalex.org/W2607562400","https://openalex.org/W2725767425","https://openalex.org/W2767281506","https://openalex.org/W2808165746","https://openalex.org/W2888169487","https://openalex.org/W2896569620","https://openalex.org/W2911573178","https://openalex.org/W2934855010","https://openalex.org/W2945644127","https://openalex.org/W2952746853","https://openalex.org/W2955829435","https://openalex.org/W2984279918","https://openalex.org/W2990011732","https://openalex.org/W2998028977","https://openalex.org/W3022197929","https://openalex.org/W3038137537","https://openalex.org/W3038637888","https://openalex.org/W3039340450","https://openalex.org/W3047613039","https://openalex.org/W3121256088","https://openalex.org/W3130061773","https://openalex.org/W3134365324","https://openalex.org/W3134734106","https://openalex.org/W3210383951","https://openalex.org/W4200003917","https://openalex.org/W4213053588","https://openalex.org/W4214771895","https://openalex.org/W4224106663","https://openalex.org/W4226271375","https://openalex.org/W4235678817","https://openalex.org/W4238444027","https://openalex.org/W4238483310","https://openalex.org/W4251859756","https://openalex.org/W4283730468","https://openalex.org/W4285097286","https://openalex.org/W4311984007","https://openalex.org/W4312489257","https://openalex.org/W4321254522","https://openalex.org/W4323662735","https://openalex.org/W4365445820","https://openalex.org/W4384856039","https://openalex.org/W4385382996","https://openalex.org/W4388252364","https://openalex.org/W4388466966","https://openalex.org/W4404613787","https://openalex.org/W4405381227","https://openalex.org/W6625898614","https://openalex.org/W6635101376","https://openalex.org/W6637896986","https://openalex.org/W6655816451","https://openalex.org/W6663686218","https://openalex.org/W6684843586","https://openalex.org/W6746879823","https://openalex.org/W6754801318","https://openalex.org/W6791580035","https://openalex.org/W6811200960","https://openalex.org/W6838917886","https://openalex.org/W6850076766","https://openalex.org/W7047300549"],"related_works":["https://openalex.org/W2295479703","https://openalex.org/W2183127765","https://openalex.org/W3139251813","https://openalex.org/W2132468623","https://openalex.org/W2777355542","https://openalex.org/W2185861282","https://openalex.org/W1575575896","https://openalex.org/W2998011819","https://openalex.org/W2804140287","https://openalex.org/W2921848545"],"abstract_inverted_index":{"The":[0,91,122,168],"evaluation":[1],"of":[2,13,46,100,119,193],"port":[3,22,48,112],"service":[4],"quality":[5],"(PSQ)":[6],"is":[7],"critical":[8],"for":[9,186],"enhancing":[10],"the":[11,44,154,191,197],"competitiveness":[12,192],"container":[14,55,101],"terminals.":[15,56],"As":[16],"technological":[17],"innovation":[18],"continues":[19],"to":[20,30,72,180,189],"reshape":[21],"operations,":[23],"PSQ":[24,42,75,133],"has":[25,142],"shifted":[26],"beyond":[27],"operational":[28],"efficiency":[29],"deliver":[31],"smart,":[32],"reliable,":[33],"and":[34,69,79,88,128,149,156,171,184],"sustainable":[35],"services.":[36],"However,":[37],"few":[38],"studies":[39],"have":[40,161],"addressed":[41],"in":[43,83,103,107,115,140,175,196],"context":[45],"smart":[47,111,194],"evolution,":[49],"especially":[50],"with":[51],"a":[52,60,96,116,143,162],"focus":[53],"on":[54,146,165],"This":[57],"study":[58,177],"employs":[59],"five-dimensional":[61],"framework,":[62],"comprising":[63],"resources,":[64],"outcomes,":[65],"process,":[66],"management,":[67],"image,":[68],"social":[70,131],"responsibility,":[71],"analyze":[73],"how":[74,80],"influences":[76],"customer":[77,81,86,137,147,166],"satisfaction":[78],"satisfaction,":[82,138],"turn,":[84],"affects":[85],"loyalty":[87,148],"referral":[89,150],"intention.":[90,151],"data":[92],"was":[93],"collected":[94],"through":[95],"survey":[97],"targeting":[98],"users":[99],"terminals":[102],"five":[104],"major":[105],"ports":[106,195],"Korea":[108],"that":[109,125],"undergoing":[110],"transformation,":[113],"resulting":[114],"final":[117],"sample":[118],"324":[120],"respondents.":[121],"findings":[123],"reveal":[124],"resource-related,":[126],"process-related,":[127],"image-":[129],"&":[130],"responsibility-related":[132],"dimensions":[134,158],"significantly":[135],"enhance":[136,190],"which":[139],"turn":[141],"positive":[144],"effect":[145],"In":[152],"contrast,":[153],"outcome-related":[155],"management-related":[157],"did":[159],"not":[160],"significant":[163],"impact":[164],"satisfaction.":[167],"analysis":[169],"results":[170],"various":[172],"implications":[173],"discussed":[174],"this":[176],"are":[178],"expected":[179],"provide":[181],"helpful":[182],"information":[183],"insights":[185],"establishing":[187],"strategies":[188],"future.":[198]},"counts_by_year":[{"year":2026,"cited_by_count":2}],"updated_date":"2026-05-23T08:51:43.019350","created_date":"2025-10-10T00:00:00"}