AN ECONOMETRIC ANALYSIS MODEL FOR IMPROVING SERVICE QUALITY AND CUSTOMER SATISFACTION IN MEXICAN SEAPORTS

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dc.contributor.advisorSeagren, Chad W.
dc.contributor.advisorNieto-Gomez, Rodrigo
dc.contributor.authorAlmaguer Mireles, Armando I.
dc.contributor.departmentGraduate School of Defense Management (GSDM)
dc.dateSep-20
dc.date.accessioned2020-11-18T00:22:57Z
dc.date.available2020-11-18T00:22:57Z
dc.date.issued2020-09
dc.description.abstractSeaports 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.en_US
dc.description.distributionstatementApproved for public release. distribution is unlimiteden_US
dc.description.serviceLieutenant Commander, Mexican Navyen_US
dc.identifier.curriculumcode817, Defense Systems Analysis
dc.identifier.thesisid34478
dc.identifier.urihttps://hdl.handle.net/10945/66073
dc.publisherMonterey, CA; Naval Postgraduate Schoolen_US
dc.rightsCopyright is reserved by the copyright owner.en_US
dc.subject.authorMexican portsen_US
dc.subject.authorharbor captainciesen_US
dc.subject.authorcustomer satisfactionen_US
dc.subject.authorservice qualityen_US
dc.subject.authorseaporten_US
dc.subject.authorMexican Navyen_US
dc.subject.authorpanel dataen_US
dc.subject.authoreconometric analysisen_US
dc.subject.authormaritime porten_US
dc.titleAN ECONOMETRIC ANALYSIS MODEL FOR IMPROVING SERVICE QUALITY AND CUSTOMER SATISFACTION IN MEXICAN SEAPORTSen_US
dc.typeThesisen_US
dspace.entity.typePublication
etd.thesisdegree.disciplineManagementen_US
etd.thesisdegree.grantorNaval Postgraduate Schoolen_US
etd.thesisdegree.levelMastersen_US
etd.thesisdegree.nameMaster of Science in Managementen_US
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