This study presents the findings of a survey to determine the service characteristics that shippers consider important when selecting a port and the way these characteristics are prioritised according to their importance. Seven criteria for the port selection decision and four ports were identified, and the decision problem was structured into a three-level hierarchy using the Analytic Hierarchy Process. The findings suggest that shippers place high emphasis on efficiency, frequency of ship visits and adequate infrastructure, while quick response to port users' needs was insignificant to them. Results from the study are of interest to Port managers because they provide essential information on the key factors that come into the decision process of port users, thus, identifying the strengths and weaknesses of the ports. Maritime Economics & Logistics (2006) 8, 251–266. doi:10.1057/palgrave.mel.9100160

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.

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