Fuzzy MCDM approach for evaluating intangible resources affecting port service quality

Intangible resources consist of soft resources such as knowledge, information and capabilities. It is important for ports to enhance intangible as well as tangible resources to obtain sustainable competitive advantage. In this connection, this study aims to identify port intangible resources which may contribute to the delivery of port service quality and to propose a fuzzy TOPSIS approach to solve the port choice problem focusing on intangible resources. Fuzzy TOPSIS is appropriate to assist decision making with ambiguous and uncertain problems such as port choice with respect to intangible resources. In this paper, five port intangible resources were identified and evaluated and five leading container ports in the Asia-Pacific region were assessed in terms of their intangible resources. A survey questionnaire was sent to 21 experts who are working in shipping companies in Korea and involved in the selection of ports. It was found that customer and relational resource contributes most to the delivery of port service quality while Hong Kong appeared to be the port where intangible resources were most highly evaluated. This research helps to enrich the literature on port service quality and port choice evaluation. Its findings can also be used as guidelines for port managers to prioritise resources that may have greater influence on the delivery of port service quality and the subsequent training and education programs.