Track: Logistics

Abstract

Intermodal transportation has revolutionized the movement of goods in domestic and international trade. A vital role is played by inland intermodal terminals in hinterland connectivity of containerized intermodal movement. This study is aimed at identifying and examining various factors which define service quality and customer satisfaction for users of intermodal terminals. The stakeholders aim to understand these factors within limited resources and time. Therefore, ranking the factors is indispensable to increase the customer satisfaction at the inland intermodal terminals. In the present paper, the factors are graded by applying one of the multi-criterion decision-making (MCDM) practices recognized as the Best Worst Method (BWM).  This study intends towards addressing the research gap in service quality for intermodal terminals and suggest focus areas to improve service quality for the industry players.Intermodal transportation has revolutionized the movement of goods in domestic and international trade. A vital role is played by inland intermodal terminals in hinterland connectivity of containerized intermodal movement. This study is aimed at identifying and examining various factors which define service quality and customer satisfaction for users of intermodal terminals. The stakeholders aim to understand these factors within limited resources and time. Therefore, ranking the factors is indispensable to increase the customer satisfaction at the inland intermodal terminals. In the present paper, the factors are graded by applying one of the multi-criterion decision-making (MCDM) practices recognized as the Best Worst Method (BWM).  This study intends towards addressing the research gap in service quality for intermodal terminals and suggest focus areas to improve service quality for the industry players.