ROLE OF DIGITALIZATION IN ENHANCING SERVICE QUALITY AND OPERATIONAL EFFICIENCY IN DP WORLD CONTAINER TERMINALS
ROLE OF DIGITALIZATION IN ENHANCING SERVICE QUALITY AND OPERATIONAL EFFICIENCY IN DP WORLD CONTAINER TERMINALS
Authors:
Ms. ARTHI M 1, Dr. S. SATHEESH KUMAR2
1Student, Department of MBA, Panimalar Engineering College,
Chennai – 6000123
2Assistant Professor, Department of MBA, Panimalar Engineering College,
Chennai – 6000123
ABSTRACT
The study examines how digitization affects operational efficiency and service quality at DP World container terminals, based on responses from 152 employees. It finds that technologies like automation, AI, IoT, and real-time data systems are moderately adopted, with automation notably improving productivity and reducing delays. While digitization shows a positive link to customer satisfaction and service quality, many processes still rely on manual methods, indicating a transitional stage. Key challenges include limited digital skills, technical issues, and insufficient management support. Overall, the study concludes that stronger implementation, better training, and deeper technology integration are needed to fully realize the benefits of digitalization.
Keywords: Digitization, Operational Efficiency, Service Quality, Automation, AI, IoT, Container Terminals, Customer Satisfaction