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

Chinonye Ugboma (Lecturer in the Department of Maritime Management Technology, at the Federal University of Technology, Owerri, Nigeria)
Callistus Ibe (Lecturer and Head of the Department of Transport Management Technology, at the Federal University of Technology, Owerri, Nigeria)
Innocent C. Ogwude (Professor of Transport Economics in the Department of Transport Management Technology, at the Federal University of Technology, Owerri, Nigeria)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 December 2004

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.

Keywords

Citation

Ugboma, C., Ibe, C. and Ogwude, I. (2004), "Service quality measurements in ports of a developing economy: Nigerian ports survey", Managing Service Quality: An International Journal, Vol. 14 No. 6, pp. 487-495. https://doi.org/10.1108/09604520410569829

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Publisher

:

Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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