Service quality and satisfaction measurements in Nigerian ports: an exploration

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.