Assessment of operational performance and service quality in inland waterway transport: A case study of Warri Southwest, Nigeria

Abstract

Purpose: This study aims to evaluate the operational performance and service quality of inland waterway transport in Warri Southwest, Nigeria, by examining the factors that influence them. Methodology: The study employs a quantitative research approach, using a structured questionnaire to collect data from 180 respondents. The data is analyzed using regression analysis and a structural equation model (SEM) with the help of PLS Software Version 13.0. Results: The findings indicate that cargo clearance, infrastructure quality, and storage facilities significantly influence the performance of agent operation in inland waterway transport (p=0.000). Staff performance also directly impacts the provision of logistical services, which affects customer service. However, jetty operations do not promote operational performance (p=0.075). Additionally, staff performance does not significantly influence the association between jetty operation and performance and the relationship between cargo clearance and infrastructure level (p=0.136, 0.388). Theoretical contribution: This study contributes to the literature on inland waterway transport by providing empirical evidence on the factors influencing operational performance and service quality. The findings can help inform the development of policies and strategies to improve the efficiency and effectiveness of inland waterway transport in Nigeria and other similar contexts. Practical implications: The study's recommendations include improving the quality of infrastructure, cargo clearance processes, and storage facilities to enhance operational performance. Additionally, investing in staff training and development can improve the provision of logistical services and, in turn, customer service. The study also suggests that the government and relevant stakeholders should prioritize the development of inland waterway transport to unlock its potential for socio-economic development, particularly in rural and hard-to-reach areas.