It is difficult for Masan Port to secure cargo volume because of the external circumstance factors such as a sharp decrease in harbor volume of Masan Port by opening Pusan New Port and a lack of development policy of government for small and medium-sized ports. Masan Port needs to improve port services to overcome these unfavorable conditions and attract customers,
The aim of this study is drawing improvement factors of port services of Masan Port by analyzing importance and performance of the improvement factors of port services. Method of study is IPA(Importance-Performance Analysis.) IPA is a useful method to carry out comparison analysis of Importance and Performance simultaneously. To raise the accuracy of a questionnaire result, survey was conducted of various customers, cargo handling agency, shipping company, trading company, transport company, and freight forwarder, The analysis result shows which factors of port services need to be improved.