An Econometric Analysis Model for Improving Service Quality and Customer Satisfaction in Mexican Seaports
Abstract
Seaports play a critical role in the Mexican economy, yet their largely decentralized operating systems discourage further national and international maritime trade in the country due to duplicated processes among different Mexican governmental entities. The Mexican Navy and the government have expressed interest in reviewing current procedures aimed at instituting control mechanisms and improving the overall availability, accessibility, and quality of the seaports data. Their efforts, though, have been hampered by the lack of specific guidance available. To identify particular aspects that better capture customer satisfaction and perceptions of service quality related to maritime ports, this thesis provides an econometrical analysis. Panel data and cross-sectional regressions are implemented using container traffic, median time in port, efficiency in customs, and quality of port infrastructure as response variables. The data and analyses reveal that when a government adopts a specific level of automation and centralized management of maritime port operations, those operations are optimized. That is, such methods must be introduced in harbors judiciously and at the appropriate pace to maintain cooperation and friendly competition among maritime ports.
Document Details
- Document Type
- Technical Report
- Publication Date
- Sep 01, 2020
- Accession Number
- AD1126334
Entities
People
- Armando I. Mireles
Organizations
- Naval Postgraduate School