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Abstract
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Background: Ports are the backbone of international trade; more than 80 percent of the volume or 70 percent of global trade value is transported by sea transport. Ports are the points of connection between different modes of transport. Any failure or uncertainty of port services can greatly affect the smooth movement of these flows (freight) in the supply chain, and dissatisfies the customers of the port and the shipping lines and the owners of the goods
Objective: The main objective of this research is to measure the relationship between factors affecting the quality of port services provided to shipping companies in Bushehr port using Fuzzy DEMATEL technique, which is finally utilized using the above mentioned technique to analyze which factors are effective or impressionable and which are the key factors in this matter.
Methodology: This research is a practical one and its data are collected via both library and field studies. The data gathering tool was a questionnaire. The spectrum of this questionnaire is five (0 to 4) and is two-dimensional. In this research, simple random sampling method was used for sampling. The survey community is shipping companies operating in Bushehr port. The research sample includes 20 of these companies. Fuzzy DEMATEL software was used to analyze the data of this research.
Results: In this research, the dimensions of SERVQUAL and the components related to each of them were measured and finally all effective, impressionable and key factors were identified and introduced. results showed that in each dimension, there are key components that have a significant impact on other components, so these components are known as key factors.
Conclusion: In general, the results indicated that in order to improve the current conditions, the port should increase and motivating the employees to create empathy with the customer, equipping the port with better and more modern equipment to meet customers' expectations, equip the staff with appropriate
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