Institute of Transportation, MOTC

     Kaohsiung Port is the main international commercial port in Taiwan, and port companies are actively promoting commercial port-related businesses. It is hoped that more and more ships will choose to operate at Kaohsiung Port in the future. The shipping agency industry plays a very important role. The shipping agency industry is responsible for the core business of ships entering and leaving the port, supplemented by related businesses such as the arrangement of the terminal handling industry, the negotiation of land transport operators, and the supply of oil and water to ships. The purpose of this research is to use the five dimensions of SERVQUAL to understand the factors that affect the shipping
agency industry in Kaohsiung Port. Since the service quality scale has considerable reliability and validity. In this way, we can better understand the service expectations and perceptions of the shipping agency industry. The results of the study show that the two dimensions obtained by FAHP analysis are in order of "guarantee" and "reactivity", and the key success factor indicator is 1.
“Good communication and ability to handle shipping business.” 2.“The company has a timely grasp of market information and risk management” 3. “Quickly respond to shipowners’ needs and responses”4.“Strict compliance with the contract” 5.“Secure and correct delivery of the consignment to the destination” and other five items.