A comparative assessment of service quality perspectives and satisfaction in ports: evidence from Nigeria

Ugboma, Chinonye; Ugboma, Ogochukwu; Damachi, Bona

doi:10.1504/ijstl.2009.024494

Cited by 19 publications

(9 citation statements)

References 21 publications

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“…However, despite voluminous research in the area, no unanimity has been achieved regarding the dimensions of service quality and the linkages between satisfaction, quality and loyalty (e.g., Asubonteng et al, 1996;Carrillat et al, 2006). For instance, there are differences in the dimensional structure and measures of service quality models for different industries and countries (Ladhari, 2008;Ugboma et al, 2009), and much of the literature on service quality has focused on end-consumers rather than business customers (Chumpitaz and Paparoidamis, 2007).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Impact of service quality, image and relational aspects on satisfaction and loyalty in logistics outsourcing relationships

Juga

Juntunen

2012

IJSTL

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This paper examines the links between service quality, customer satisfaction and loyalty in logistics outsourcing relationships. Besides service quality, also the moderating role of inter-firm relationships and service provider's image are examined. A theoretical model is developed and tested with structural equation modelling using survey data from industrial companies in Finland. It is shown that perceived service quality influences the customer's satisfaction which again affects loyalty. Inter-firm relationships and service provider's image affect loyalty directly and indirectly through satisfaction.Reference to this paper should be made as follows: Juga, J., Juntunen, J. and Juntunen, M. (2012) 'Impact of service quality, image and relational aspects on satisfaction and loyalty in logistics outsourcing relationships', Int.

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Section: Theoretical Backgroundmentioning

confidence: 99%

Impact of service quality, image and relational aspects on satisfaction and loyalty in logistics outsourcing relationships

Juga

Juntunen

2012

IJSTL

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“…A two-dimensional graph with mean or median importance and performance ratings on each axis (referred to as an importance-performance space) is used to assess how resources should be applied to maximizing customer satisfaction and service quality. The approach has been applied in numerous fields since then, including education [14,24], food services [25], tourism [26], government services [27], and professional training [28].…”

Section: The Literature On Our Methodologymentioning

confidence: 99%

“…These can be expanded to include externally generated information, such as users' perspectives on port choices [9,10] and port attractiveness [11]. There are also few recent attempts [12][13][14] to assess port users' satisfaction via the application of SERVQUAL, a well-known multi-item scale developed to assess customer perceptions of service quality in service and retail businesses. The SERVQUAL scale decomposes the notion of service quality into five constructs (i.e., tangibles, reliability, responsiveness, assurance, and empathy).…”

Section: Effectiveness Measurement In Practicementioning

confidence: 99%

A systematic approach for evaluating port effectiveness

Brooks

Schellinck

Pallis

2011

Maritime Policy & Management

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“…However, the five dimensions of SERVQUAL can be interpreted differently when applied in different industries [4,8,15]. Several researchers also indicated that the importance and trustworthiness of SERVQUAL instruments may be appreciated by their widespread use in a variety of service settings (i.e., hotel, health, air transport, marine transport, tourism and so on) [19][20][21][22].…”

Section: Quality and Service Quality Modelmentioning

confidence: 99%

Evaluation of Seaport Service Quality in Tanzania: From the Dar es Salaam Seaport Perspective

Mwendapole

Jin

2021

Sustainability

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Many countries rely heavily on seaports to promote their well-being and economy. Unreliability of seaport services can considerably impact cargo owners, seaport customers and shipping lines resulting to their dissatisfaction. This study aimed to evaluate service quality of Tanzanian seaports considering Dar es Salaam seaport as a study area. The study discovered the negative gap on the service quality after evaluating seaport user’s perceptions and expectations of delivered seaport services, meanwhile the service quality of Dar es Salaam seaport is poor. Opinions of seaport user’s concerning seaport service quality were computed based on the SERVQUAL model which developed by Parasuraman by considering the essential measurements of Tangibility, Empathy, Reliability, Assurance and Responsiveness. Senior administrators and managers employed in numerous shipping lines in Tanzania were interviewed to check the model validity, then 314 members of Tanzania shipping and logistics associations were engaged in a study survey. Partial Least Squares Structural Equation Modelling (PLS-SEM) was applied to validate the seaport service quality measurements and to observe their association with satisfaction of seaport customers using Amos Graphics software version 26. It found that seaport service quality is a five-measure construct; responsiveness was significantly influence customer satisfaction while empathy and assurance could insignificantly influence customer satisfaction. Reliability was found significantly to cause customer dissatisfaction and tangibility was insignificantly to cause customer dissatisfaction. Academically, this research donates to management practice as seaport administrators, managers and executives can utilize the seaport service quality measurements to evaluate their customer’s satisfaction and defending for seaport service quality investments as a relational marketing strategy.

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A comparative assessment of service quality perspectives and satisfaction in ports: evidence from Nigeria

Cited by 19 publications

References 21 publications

Impact of service quality, image and relational aspects on satisfaction and loyalty in logistics outsourcing relationships

Impact of service quality, image and relational aspects on satisfaction and loyalty in logistics outsourcing relationships

A systematic approach for evaluating port effectiveness

Evaluation of Seaport Service Quality in Tanzania: From the Dar es Salaam Seaport Perspective

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