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Service quality and satisfaction measurements in Nigerian ports: an exploration

Author

Listed:
  • Chinonye Ugboma
  • Innocent C. Ogwude
  • Ogochukwu Ugboma
  • Kenneth Nnadi

Abstract

The object of this paper is to identify and assess the key determinants of port service quality and to determine the quality of service offered by two ports in Nigeria using SERVQUAL model and a Customer Satisfaction Index to measure port users’ level of satisfaction at these ports. Relevant literatures in port service quality were reviewed to give relevance to the survey. Data for the study were collected via a well-structured questionnaire, analysed, and perception and expectation gap scores evaluated. The findings of this survey reveal that service offered at Port Harcourt port had a favourable influence on actual perceptions of quality of service and that there is improved service at the port in comparison with Lagos. Also, the study reveals that there is a very strong relationship between the core and relational dimensions of service quality and satisfaction. The study also reveals that port managers should focus on those dimensions where customers perceive receiving a different service than expected and that managers should be in regular contact with employees to assess their service experiences. The survey shows how using SERVQUAL and Customer Satisfaction Index to identify important attributes of port service quality that could be used as an early warning system for port, thus being an important tool for port managers.

Suggested Citation

  • 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.
    • Handle: RePEc:taf:marpmg:v:34:y:2007:i:4:p:331-346
    DOI: 10.1080/03088830701539073
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    Cited by:

    1. Thi Yen Pham & Gi-Tae Yeo, 2019. "Evaluation of Transshipment Container Terminals’ Service Quality in Vietnam: From the Shipping Companies’ Perspective," Sustainability, MDPI, vol. 11(5), pages 1-14, March.
    2. Rui Cunha Marques & Álvaro Fonseca, 2010. "Market structure, privatisation and regulation of Portuguese seaports," Maritime Policy & Management, Taylor & Francis Journals, vol. 37(2), pages 145-161, March.
    3. Yang, Dong & Li, Lu & Notteboom, Theo, 2022. "Chinese investment in overseas container terminals: The role of investor attributes in achieving a higher port competitiveness," Transport Policy, Elsevier, vol. 118(C), pages 112-122.
    4. 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.
    5. Ekrem Toklucu & Fatoş Silman & Selahattin Turan & Ramazan Atasoy & Ümit Kalkan, 2022. "The Effects of the Crisis Management Skills and Distance Education Practices of Universities on Student Satisfaction and Organizational Image," Sustainability, MDPI, vol. 14(10), pages 1-23, May.
    6. Flitsch, Verena & Brümmerstedt, Katrin, 2015. "Freight Transport Modelling of Container Hinterland Supply Chains," Chapters from the Proceedings of the Hamburg International Conference of Logistics (HICL), in: Blecker, Thorsten & Kersten, Wolfgang & Ringle, Christian M. (ed.), Operational Excellence in Logistics and Supply Chains: Optimization Methods, Data-driven Approaches and Security Insights. Proceedings of the Hamburg , volume 22, pages 233-266, Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management.
    7. 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.
    8. Show-Hui S Huang & Wen-Kai K Hsu, 2016. "A knowledge gap model for improving service quality of international distribution centers," Maritime Economics & Logistics, Palgrave Macmillan;International Association of Maritime Economists (IAME), vol. 18(4), pages 476-495, December.
    9. Su-Han Woo & Stephen Pettit & Anthony Beresford & Dong-Wook Kwak, 2012. "Seaport Research: A Decadal Analysis of Trends and Themes Since the 1980s," Transport Reviews, Taylor & Francis Journals, vol. 32(3), pages 351-377, January.
    10. Wen-Kai K. Hsu & Hong-Fwu Yu & Show-Hui S. Huang, 2015. "Evaluating the service requirements of dedicated container terminals: a revised IPA model with fuzzy AHP," Maritime Policy & Management, Taylor & Francis Journals, vol. 42(8), pages 789-805, November.
    11. Yi-Chan Chung, 2020. "Quality Demand for Online Bookstores," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(4), pages 572-577.
    12. Chlomoudis C. I. & Kostagiolas P.A., 2010. "An Internationalized Approach to European Perspectives for the Safety and Security in Port Industry," European Research Studies Journal, European Research Studies Journal, vol. 0(2), pages 105-112.
    13. Show-Hui S. Huang & Wen-Kai K. Hsu, 2016. "An assessment of service quality for international distribution centers in Taiwan -- a QFD approach with fuzzy AHP," Maritime Policy & Management, Taylor & Francis Journals, vol. 43(4), pages 509-523, May.

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