Seaport terminals are major facilitators of international trade. One issue that is very
crucial to the performance and survival of seaport terminals is the quality of service
provided. However, in order to enhance the quality of service provided at these
terminals, it is important to know customers’ expectations and perceptions about
service quality. Notwithstanding, very little is known about customers’ expectations
and perceptions on the service quality of seaport terminals in Africa. This paper
therefore provides a comparative analysis of service quality of Nigerian seaport
terminals with the aid of the gap score technique of the service quality (SERVQUAL)
model. It is found that generally, all the selected terminals studied have low service
quality. With regard to the average gap score per service quality dimension for all
the selected terminals, transparency has the best service quality (least gap score)
whiles responsiveness has the least service quality (highest gap score). The implication is
that, in seaport terminals quest to enhance service quality, more attention should be paid
towards enhancing responsiveness by providing prompt services, helping customers and
informing them when exactly services will be performed.
Baidoo, S., Sakyi, D , Appiah, C , Ayesu, E , Immurana, M & Baidoo, S (2020). A terminal level analysis of service quality at Nigerian seaports. Afribary. Retrieved from https://tracking.afribary.com/works/a-terminal-level-analysis-of-service-quality-at-nigerian-seaports
Baidoo, Samuel Tawiah, et. al. "A terminal level analysis of service quality at Nigerian seaports" Afribary. Afribary, 12 Oct. 2020, https://tracking.afribary.com/works/a-terminal-level-analysis-of-service-quality-at-nigerian-seaports. Accessed 22 Nov. 2024.
Baidoo, Samuel Tawiah, Daniel Sakyi , Christian Appiah , Enock Ayesu , Mustapha Immurana and Samuel Baidoo . "A terminal level analysis of service quality at Nigerian seaports". Afribary, Afribary, 12 Oct. 2020. Web. 22 Nov. 2024. < https://tracking.afribary.com/works/a-terminal-level-analysis-of-service-quality-at-nigerian-seaports >.
Baidoo, Samuel Tawiah, Daniel Sakyi , Christian Appiah , Enock Ayesu , Mustapha Immurana and Samuel Baidoo . "A terminal level analysis of service quality at Nigerian seaports" Afribary (2020). Accessed November 22, 2024. https://tracking.afribary.com/works/a-terminal-level-analysis-of-service-quality-at-nigerian-seaports