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A terminal level analysis of service quality at Nigerian seaports

Author

Listed:
  • Daniel Sakyi

    (Kwame Nkrumah University of Science and Technology (KNUST))

  • Christian Kwarteng Appiah

    (ECOWAS Commission)

  • Enock Kojo Ayesu

    (Kwame Nkrumah University of Science and Technology (KNUST))

  • Mustapha Immurana

    (Mangalore University
    Institute of Health Researh, University of Health and Allied Sciences)

  • Samuel Tawiah Baidoo

    (Kwame Nkrumah University of Science and Technology (KNUST))

Abstract

Seaport terminals are major facilitators of international trade. One issue that is very crucial to the performance and survival of seaport terminals is the quality of service provided. However, in order to enhance the quality of service provided at these terminals, it is important to know customers’ expectations and perceptions about service quality. Notwithstanding, very little is known about customers’ expectations and perceptions on the service quality of seaport terminals in Africa. This paper therefore provides a comparative analysis of service quality of Nigerian seaport terminals with the aid of the gap score technique of the service quality (SERVQUAL) model. It is found that generally, all the selected terminals studied have low service quality. With regard to the average gap score per service quality dimension for all the selected terminals, transparency has the best service quality (least gap score) whiles responsiveness has the least service quality (highest gap score). The implication is that, in seaport terminals quest to enhance service quality, more attention should be paid towards enhancing responsiveness by providing prompt services, helping customers and informing them when exactly services will be performed.

Suggested Citation

  • Daniel Sakyi & Christian Kwarteng Appiah & Enock Kojo Ayesu & Mustapha Immurana & Samuel Tawiah Baidoo, 2020. "A terminal level analysis of service quality at Nigerian seaports," Journal of Shipping and Trade, Springer, vol. 5(1), pages 1-22, December.
    • Handle: RePEc:spr:josatr:v:5:y:2020:i:1:d:10.1186_s41072-020-00069-9
    DOI: 10.1186/s41072-020-00069-9
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    References listed on IDEAS

    as
    1. Vinh V Thai, 2016. "The impact of port service quality on customer satisfaction: The case of Singapore," Maritime Economics & Logistics, Palgrave Macmillan;International Association of Maritime Economists (IAME), vol. 18(4), pages 458-475, December.
    2. Chia-Hsun Chang & Vinh V. Thai, 2016. "Do port security quality and service quality influence customer satisfaction and loyalty?," Maritime Policy & Management, Taylor & Francis Journals, vol. 43(6), pages 720-736, August.
    3. Maive Suuroja, 2003. "Service Quality — Main Conceptualizations And Critique," University of Tartu - Faculty of Economics and Business Administration Working Paper Series 23, Faculty of Economics and Business Administration, University of Tartu (Estonia).
    4. Daniel Sakyi & José Villaverde & Adolfo Maza & Isaac Bonuedi, 2017. "The Effects of Trade and Trade Facilitation on Economic Growth in Africa," African Development Review, African Development Bank, vol. 29(2), pages 350-361, June.
    5. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
    6. Chinonye Ugboma & Innocent C. Ogwude & Ogochukwu Ugboma & Kenneth Nnadi, 2007. "Service quality and satisfaction measurements in Nigerian ports: an exploration," Maritime Policy & Management, Taylor & Francis Journals, vol. 34(4), pages 331-346, August.
    7. Anuradha Joshi, 2013. "Do They Work? Assessing the Impact of Transparency and Accountability Initiatives in Service Delivery," Development Policy Review, Overseas Development Institute, vol. 31, pages 29-48, July.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Trade facilitation; Service quality; Seaport terminals competitiveness; Nigeria;
    All these keywords.

    JEL classification:

    • F10 - International Economics - - Trade - - - General
    • L25 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Firm Performance
    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management

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