JOURNAL OF RESEARCH IN NATIONAL DEVELOPMENT VOLUME 2
NO 2, JUNE, 2004
PORT USERS’ PERCEPTION AND EXPECTATION OF SERVICE QUALITY, ATTRIBUTES AND DIMENSIONS IN PORTS OF A DEVELOPING ECONOMY A CASE STUDY
UGBOMA, C. C. AND UGBOMA O.
BOTH IN THE DEPARTMENT OF TRANSPORT MANAGEMENT TECHNOLOGY
FEDERAL UNIVERSITY OF TECHNOLOGY, OWERRI, IMO STATE.
This paper reports the findings of a survey among customers using the services of two ports in Nigeria on service quality perceptions and expectations. The survey found that quality expectations and evaluation of services received were marginally higher in Port Harcourt port than Lagos port in most of the dimensions measured; the relative importance attached to each quality attribute was however, of a similar profile for the two ports. The perception of the profile of services received was, however, different between the ports, thus suggesting that they did deliver a different quality of service.
A post ad hoc analysis found that the ports received excellent ratings on responsiveness and tangibles, particularly on modern cargo handling equipment and low ratings on empathy, particularly giving value added service.
The study concludes by offering managerial implications of the study’s findings and forwards direction for future research.
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