The effect of port security quality and port service quality on trust and customer satisfaction: The case of Mediterranean container ports

Nowadays, with the increase in globalization and international trade, maritime transportation has become more important. The large transportation volume and low cost make maritime transportation more attractive in foreign trade. Accordingly, ports, which are the key elements of foreign trade, are too important to be ignored. Ports, which act as a bridge in the world of trade, reveal their importance again depending on logistics developments. In international trade, ports are logistics centers and are perceived as an integral part of the supply chain of port users. Because ports play an excellent role in ensuring the efficient flow of products and information. However, in the literature review, the service quality and security quality of ports, which are so important, have not been sufficiently investigated. Therefore, ensuring the quality of port services and port security quality is inevitable for the evaluation of trust and customer satisfaction. This study, it is aimed to investigate the effects of port security quality and port service quality on trust and customer satisfaction. The population of this research includes customs consultants, forwarders, transporters, ship agencies, etc. who receive services from Mediterranean container ports. Since the port security quality, port service quality, and customer satisfaction scales were translated from English to Turkish, a pilot application was deemed necessary. The data in 100 questionnaire forms collected from the main mass with the help of questionnaires were analyzed and it was determined that the scales used were valid and reliable. The research hypotheses were tested by PLS-SEM (partial least squares-structural equation model). Smart PLS program was used for PLS-SEM calculation. As a result of the analysis, it was determined that port security quality has a significant positive effect on port service quality and trust but has no significant positive effect on customer satisfaction. In addition, it was determined that port service quality has a significant positive effect on trust and customer satisfaction.