| The service focus | Differentiated port logistics services (ser 1)Existence of programs for improving operations (ser 2)Customer segmentation (ser 3)Providing value added services (ser 4) |
| The service needs | Regular contacts with customers (ser 5)Reflection of customer needs (ser 6)Close contacts with customers (ser 7)Sustained improvement of logistics services (ser 8)Existence of differentiated services for core customers (ser 9) |
| The service response | Managing logistics services with customers (ser 10)Accepting customers’ requests for special logistics services (ser 11)Punctuality for delivery date (ser 12)Consistent answers to customer needs (ser13)Providing additional services to meet customer needs (ser 14) |
| The service flexibility | Increasing flexibility in operations based on cooperation with customers (ser 15)Proper answers to changed requirements of customers (ser 16)An ability for information sharing with customers (ser 17)Providing value added services (ser 18)An ability for collaborative problem solving with customers (ser 19) |