Management Program for Raising the Service Quality and Operations in Seaport

The maritime industry plays a critical role in global trade, with seaports serving as essential hubs for cargo handling and logistics. However, operational inefficiencies and service quality gaps can significantly impact port competitiveness and stakeholder satisfaction. This study aimed to develop and evaluate a management program designed to enhance service quality and operational efficiency at the Port of Orion, Municipality of Orion, Bataan. Utilizing a mixed-methods research design, data were collected from 150 port stakeholders, including management personnel, workers, and clients, through structured questionnaires and in-depth interviews conducted in 2019. The research instruments assessed current service quality dimensions (reliability, responsiveness, assurance, empathy, and tangibles), operational performance indicators, and identified critical areas for improvement. Results revealed significant deficiencies in port operations, particularly in cargo handling efficiency (M = 2.45, SD = 0.78), communication systems (M = 2.38, SD = 0.82), and equipment maintenance (M = 2.52, SD = 0.75). Based on these findings, a comprehensive management program was designed incorporating strategic interventions in infrastructure development, personnel training, technology integration, and customer service enhancement. The proposed program emphasizes continuous quality improvement, performance monitoring, and stakeholder engagement. This study contributes to maritime management literature by providing evidence-based recommendations for enhancing seaport operations and serves as a practical framework for port administrators seeking to improve service delivery and operational excellence.