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

Abstract

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.

The Role of Socioeconomic Activities towards Improved Livelihoods of Surrounding Households: A Case of Mkokotoni Seaport in Zanzibar

“…In East Africa, the seaport industry has been growing at remarkable periods especially since the privatization of the seaport terminals which started in early 2000. Discussing this development, a recent study by Mwendapole and Zhihong (2021) noted that the highly competitive seaports in East Africa include a port of Mombasa in Kenya, Djibouti in Djibouti, Maputo in Mozambique, and Dar es Salaam in Tanzania. Tanzania mainland has three major seaports, namely Dar es Salaam Seaport, Mtwara Seaport, and Tanga Seaport.…”

“…Tanzania mainland has three major seaports, namely Dar es Salaam Seaport, Mtwara Seaport, and Tanga Seaport. Small seaports in the country include Kilwa Seaport, Lindi Seaport and Mafia Seaport (Mwendapole & Jin, 2021).…”

“…However, these modes of transportation confront a number of difficulties, including inadequate handling equipment and lack of berthing facilities (Kombo, 2015). Nevertheless, reports by Mwendapole and Jin (2021) suggested that many countries rely heavily on seaports to promote their well-being and economy. Mkokotoni Seaport acts as the transportation hub for surrounding communities to export and import goods from different sectors.…”