Service quality measurements in ports of a developing economy: Nigerian ports survey

Service quality measurements in ports of a developing economy: Nigerian ports survey Identifies and assesses the key determinants of service quality and determines the quality of service offered by two ports in Nigeria using the SERVQUAL model. The main service attributes that are important to port users are determined. Relevant literature is reviewed to give relevance to the survey. Data for the study was collected via a well‐structured questionnaire, analysed, and perception‐expectation gap scores evaluated. Reveals that the service offered at Port Harcourt had a favorable influence on actual perceptions of quality of service and that there is improved service at the port in comparison with Lagos. Reveals that port managers focus on those dimensions which receive lowest ratings and attributes with high gap scores. This is a single‐industry (port) survey, thus raising doubts about the generalizability of the results. Reveals that port managers should be looking carefully at each of the dimensions where customers perceive receiving a different service than expected. Managers should also be in regular contact with employees in order to assess their service experiences. Shows how using SERVQUAL to identify important attributes of port service quality could be used as an early warning system for ports, thus being an important tool for managers. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Service quality measurements in ports of a developing economy: Nigerian ports survey

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0960-4529
D.O.I.
10.1108/09604520410569829
Publisher site
See Article on Publisher Site

Abstract

Identifies and assesses the key determinants of service quality and determines the quality of service offered by two ports in Nigeria using the SERVQUAL model. The main service attributes that are important to port users are determined. Relevant literature is reviewed to give relevance to the survey. Data for the study was collected via a well‐structured questionnaire, analysed, and perception‐expectation gap scores evaluated. Reveals that the service offered at Port Harcourt had a favorable influence on actual perceptions of quality of service and that there is improved service at the port in comparison with Lagos. Reveals that port managers focus on those dimensions which receive lowest ratings and attributes with high gap scores. This is a single‐industry (port) survey, thus raising doubts about the generalizability of the results. Reveals that port managers should be looking carefully at each of the dimensions where customers perceive receiving a different service than expected. Managers should also be in regular contact with employees in order to assess their service experiences. Shows how using SERVQUAL to identify important attributes of port service quality could be used as an early warning system for ports, thus being an important tool for managers.

Journal

Managing Service QualityEmerald Publishing

Published: Dec 1, 2004

Keywords: Customer services quality; Perception; Expectation; Developing countries; Nigeria

References

  • Improving the measurement of service quality
    Brown, J.J.; Churchill, G.A. Jr; Peter, J.P.
  • Hospitality service quality and the role of performance appraisal
    Cheung, C.; Law, R.
  • Determinants of customer satisfaction in retail banking
    Levesque, T.; McDougall, G.
  • Service quality: students' assessment of banks and building societies
    Lewis, B.R.; Orledge, J.; Mitchell, V.W.
  • Quality and empowerment programs: dual paths to customer satisfaction?
    Moore, L.G.; Hopkins, W.E.; Hopkins, S.A.
  • Services Marketing
    Zeithaml, V.A.; Bitner, J.M.

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