surveying and evaluation services quality in container terminals (case study: Shahid Rajaee container terminal)

The present study was carried out in order to evaluate the quality of the services at Rajaee Port container terminal. In this study، the SERVQUAL model was used، which is a tool for measuring the quality of services، and the identification and analysis of the existing gaps between the expectations and perceptions of those receiving the services. The participants of this study are the customers at Rajaee Port Container terminal. Judgmental sampling method was used for selecting the sample. The standard and localized questionnaires with Cronbach''s alpha was 0. 921 and in the expectations section it was 0. 895 among the 150 members of sample، of which 102 (68%) questionnaires were returned. To analyze the data، the LISREL software was used to check the reliability of the SERVQUAL and then the SPSS software was used to carry out the T- Test pair sample in order to check the significant gap between the expectations and perceptions of the respondents to the services. The results of the analysis indicate that there is a gap between the services expected by the customers and the services they have been provided with by Rajaee Port container terminal in all five dimension of quality services and from weight importance point of view; the tangible dimension is the most important dimension among other dimensions and after that، reliability، assurance، responsiveness and empathy are of the highest importance respectively. Furthermore، the tangible dimension has the maximum gap and the empathy dimension has the minimum gap between customers’ expectations and perceptions.