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.

This study examines the quality of the paratransit service and its operations in Aba, Abia State, Nigeria, with a view to identifying its challenges and contributions to informal transport and equitable service distribution to the residents of Aba. Structured questionnaires and past literature were used as sources of data. The primary data included road networks, number of trips per day by operators, operating speed, and purpose of travel, passengers' security, tricycle speed, and waiting time. The study was conducted by using two questionnaires: one for the operators and the other for tricycle users. The total number of completed questionnaires for the survey was 100 for operators and 229 for users. The sampling technique used was random sampling from several zones of the study area. Data were analysed using percentage and Chi-square statistical techniques for testing the hypotheses with the Minitab 11.0 version package. The study found that 92% of operators reported a high level of road network deterioration, and 61% reported making 9-12 trips per day. The hypothesis test was used to study people's feelings about the attributes of the service provided for paratransit users, such as affordability, regularity, comfort and safety. It was found that there is no significant difference at the 5% level between the various categories of these respondents.

No abstract

No abstract

This open access article is distributed under a Creative Commons Attribution (CC-BY) 4.0 license.