Measurement of port performance from users' perspective

Purpose Going beyond the usual approach of measuring port performance - focusing on the efficiency of port operations - this paper aims to look into shipping lines and other port users' perceptions on port performance. Design/methodology/approach The paper develops a framework measuring the perceptions of port users (i.e. shipping companies, shippers, etc.) on port performance. A typology of elements that shape port users' perceptions has been developed with an eye on capturing the peculiarities of different port markets. Based on this typology, a tool to assess users' perspectives, and subsequently evaluate, any given port has been developed. The tool provides port authorities the flexibility they need for customized approaches. The developed evaluation mechanism has been tested on a group of European seaports, and the results are presented by this study. Findings The framework and its pilot application unveil the key parameters that port users take into consideration when evaluating the effectiveness component of port performance. Moreover, the importance and evaluation ratings of specific performance parameters allow for a GAP analysis of the collected data. Originality/value The paper develops a framework for measuring port user's perception on port performance, which is flexible and can be applied in any port.