| Summary: | 碩士 === 靜宜大學 === 企業管理學系研究所 === 91 === Taiwan became the 144th member country of World Trade Organization (WTO) on Jan. 1, 2002. As Taiwan has an island type of economy, the foreign trade becomes the dynamic power of economic growth. Entrance into WTO will lead its economic and trading systems to melting closely with international economic and trading systems. Taiwan relies upon the sea transportation as the main channel for its foreign trade, through which 99% of total import and export are carried out. It is predictable that the seaport will become more important for importation and exportation as well as for the country and society in the future.
The seaport is the place where the sea and the land transportation converge. This research uses marine merchants, shippers and port authorities as main samples to research their recognition of the service quality upgrading in recent years made by three major international seaports in the western part of Taiwan - ports of Keelung, Taichung and Kaohsiung after Taiwan joined WTO. This research also makes analysis to come up with the improvements these ports further need for their operators'' reference.
The result of research reveals that port authorities think that the qualities of services provided to "container cargoes" and "bulk and general cargoes" are very good, but are denied by marine merchants and shippers. The merchants and shippers think that fees and charges for the container cargoes, and bulk and general cargoes are much too high; however, port authorities think that such fees and charges are at the low side. This is the part wherein a big difference of recognition exists between both sides. In terms of the degree of recognition and satisfaction of the service quality of "container cargoes" and "bulk and general cargoes", Port of Kaohsiung comes the first place among three ports, while Keelung and Taichung are about the same; nonetheless, Taichung is better than Keelung after further examined. For container cargoes, Keelung is blamed for "insufficient hinterland" and "expensive fees and charges", and Taichung, for "insufficient shipping lines" and "expensive fees and charges". For bulk and general cargoes, people have a strong dislike for "insufficient hinterland" and "old machinery" in Keelung, and "expensive fees and charges" and "wharf worker tips" in Taichung. The quality of port service includes five aspects: tangibility, safety, economy, convenience and responsivity, all of which have significant and positive correlation with customer''s satisfaction.
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