KPIs for Stakeholders
301 In addition to the port operation, emphasis must be equally placed on the
302 stakeholders’ perspective on the port and its operation in order to gain insight into the
303 user’s port experience, determine the antecedents of competitiveness, satisfaction and
304 effectiveness in service delivery, and identify where an individual port faces
305 performance gaps between user expectations and performance (26). The above are
306 critical conditions for the adoption process of PCSs, since the readiness and
307 willingness to accept the benefits of a PCS of the container shipping companies, the
308 truck operators and other port stakeholders is an important factor in establishing the
309 potential market for PCS implementation. To this end, Polydoropoulou et al. (27)
310 interviewed the two main categories of customers, namely shipping agents and truck
311 operators, with regard to the implementation of a PCS in the Greek port of
312 Thessaloniki. The survey highlighted the customer perceptions on distinct PCS’s
313 characteristics of efficiency, ease of access, secure speed of information, accuracy,
314 cost of implementation and ease of use. Also, Bichou and Bell (28) identified
315 stakeholders’ priorities for container shipping lines. Acknowledging their crucial role,
316 the following categories are identified for the purpose of the analysis.
317 • Shipping lines
318 • Freight forwarders
319 • Shippers (import, export, manufacturers, retailers or wholesalers, etc.)
320 • Inland Terminal (Dry port), Third Party Logistics (3PLs) providers
321 • Others (e.g. public authorities, such as Customs, coast guard)
322 In accordance with the above, a set of KPIs were selected to reflect the
323 stakeholders’ needs and perceptions of the PCS. These are presented together with
324 their units of measurements and related weights in Table 3.