IDEAS home Printed from https://ideas.repec.org/a/spr/josatr/v5y2020i1d10.1186_s41072-020-00069-9.html
   My bibliography  Save this article

A terminal level analysis of service quality at Nigerian seaports

Author

Listed:
  • Daniel Sakyi

    (Kwame Nkrumah University of Science and Technology (KNUST))

  • Christian Kwarteng Appiah

    (ECOWAS Commission)

  • Enock Kojo Ayesu

    (Kwame Nkrumah University of Science and Technology (KNUST))

  • Mustapha Immurana

    (Mangalore University
    Institute of Health Researh, University of Health and Allied Sciences)

  • Samuel Tawiah Baidoo

    (Kwame Nkrumah University of Science and Technology (KNUST))

Abstract

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.

Suggested Citation

  • Daniel Sakyi & Christian Kwarteng Appiah & Enock Kojo Ayesu & Mustapha Immurana & Samuel Tawiah Baidoo, 2020. "A terminal level analysis of service quality at Nigerian seaports," Journal of Shipping and Trade, Springer, vol. 5(1), pages 1-22, December.
    • Handle: RePEc:spr:josatr:v:5:y:2020:i:1:d:10.1186_s41072-020-00069-9
    DOI: 10.1186/s41072-020-00069-9
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1186/s41072-020-00069-9
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1186/s41072-020-00069-9?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Vinh V Thai, 2016. "The impact of port service quality on customer satisfaction: The case of Singapore," Maritime Economics & Logistics, Palgrave Macmillan;International Association of Maritime Economists (IAME), vol. 18(4), pages 458-475, December.
    2. Chia-Hsun Chang & Vinh V. Thai, 2016. "Do port security quality and service quality influence customer satisfaction and loyalty?," Maritime Policy & Management, Taylor & Francis Journals, vol. 43(6), pages 720-736, August.
    3. Maive Suuroja, 2003. "Service Quality — Main Conceptualizations And Critique," University of Tartu - Faculty of Economics and Business Administration Working Paper Series 23, Faculty of Economics and Business Administration, University of Tartu (Estonia).
    4. Daniel Sakyi & José Villaverde & Adolfo Maza & Isaac Bonuedi, 2017. "The Effects of Trade and Trade Facilitation on Economic Growth in Africa," African Development Review, African Development Bank, vol. 29(2), pages 350-361, June.
    5. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
    6. Chinonye Ugboma & Innocent C. Ogwude & Ogochukwu Ugboma & Kenneth Nnadi, 2007. "Service quality and satisfaction measurements in Nigerian ports: an exploration," Maritime Policy & Management, Taylor & Francis Journals, vol. 34(4), pages 331-346, August.
    7. Anuradha Joshi, 2013. "Do They Work? Assessing the Impact of Transparency and Accountability Initiatives in Service Delivery," Development Policy Review, Overseas Development Institute, vol. 31, pages 29-48, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Yoon, Junghyun & Lee, Hee Yong & Dinwoodie, John, 2015. "Competitiveness of container terminal operating companies in South Korea and the industry–university–government network," Transportation Research Part A: Policy and Practice, Elsevier, vol. 80(C), pages 1-14.
    2. Md. Mominur Rahman & Bilkis Akhter, 2021. "The impact of investment in human capital on bank performance: evidence from Bangladesh," Future Business Journal, Springer, vol. 7(1), pages 1-13, December.
    3. Joanna Buckley & Neil McCulloch & Nick Travis, 2017. "Donor-supported approaches to improving extractives governance: Lessons from Nigeria and Ghana," WIDER Working Paper Series 033, World Institute for Development Economic Research (UNU-WIDER).
    4. Deepak, 2016. "Antecedent Value of Professional Commitment and Job Involvement in Determining Job Satisfaction," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 41(2), pages 154-164, May.
    5. Marianela Denegri & María Baeza & Natalia Salinas-Oñate & Verónica Peñaloza & Horacio Miranda & Ligia Orellana, 2014. "Materialism in Pedagogy Students in Chile," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 117(2), pages 505-521, June.
    6. Tomislav Letnik & Katja Hanžič & Giuseppe Luppino & Matej Mencinger, 2022. "Impact of Logistics Trends on Freight Transport Development in Urban Areas," Sustainability, MDPI, vol. 14(24), pages 1-18, December.
    7. Zhihui Wang & Liangzhen Nie & Eila Jeronen & Lihua Xu & Meiai Chen, 2023. "Understanding the Environmentally Sustainable Behavior of Chinese University Students as Tourists: An Integrative Framework," IJERPH, MDPI, vol. 20(4), pages 1-17, February.
    8. Rui Cunha Marques & Álvaro Fonseca, 2010. "Market structure, privatisation and regulation of Portuguese seaports," Maritime Policy & Management, Taylor & Francis Journals, vol. 37(2), pages 145-161, March.
    9. Amolo Elvis Juma Amolo, PhD & Charles Mallans Rambo, PhD & Charles Misiko Wafula, PhD, 2021. "Alternative Risk Transfer and Performance of Power Projects in Kenya," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 8(12), pages 28-35, December.
    10. Robert P. Garrett Jr. & Jeffrey G. Covin, 2015. "Internal Corporate Venture Operations Independence and Performance: A Knowledge–Based Perspective," Entrepreneurship Theory and Practice, , vol. 39(4), pages 763-790, July.
    11. Kang, Min Jung & Park, Heejun, 2011. "Impact of experience on government policy toward acceptance of hydrogen fuel cell vehicles in Korea," Energy Policy, Elsevier, vol. 39(6), pages 3465-3475, June.
    12. chatterjee, susmita, 2017. "Empowerment translated to transition," MPRA Paper 80067, University Library of Munich, Germany.
    13. Parry, Glenn & Bustinza, Oscar F. & Vendrell-Herrero, Ferran, 2012. "Servitisation and value co-production in the UK music industry: An empirical study of Consumer Attitudes," International Journal of Production Economics, Elsevier, vol. 135(1), pages 320-332.
    14. Ale Ebrahim, Nader & Ahmed Shamsuddin & Abdul Rashid, Salwa Hanim & Taha, Zahari, 2012. "Effective Virtual Teams for New Product Development," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 7(21), pages 1971-1985.
    15. Andreea-Ionela Puiu & Anca Monica Ardeleanu & Camelia Cojocaru & Anca Bratu, 2021. "Exploring the Effect of Status Quo, Innovativeness, and Involvement Tendencies on Luxury Fashion Innovations: The Mediation Role of Status Consumption," Mathematics, MDPI, vol. 9(9), pages 1-18, May.
    16. Yoonsun Oh & Jungsuk Oh, 2017. "A critical incident approach to consumer response in the smartphone market: product, service and contents," Information Systems and e-Business Management, Springer, vol. 15(3), pages 577-597, August.
    17. Bickenbach, Frank & Dohse, Dirk & Liu, Wan-Hsin, 2014. "An inquiry into the determinants of graduate entrepreneurship in Hong Kong and Guangzhou (Mainland China)," Kiel Working Papers 1940, Kiel Institute for the World Economy (IfW Kiel).
    18. Chuhan Chen & Syarmila Hany Haron, 2023. "The Influence of Multistakeholder Value Cognition and Risk Attitudes on Sustainable Interior Landscape Design Decisions," Sustainability, MDPI, vol. 15(3), pages 1-22, February.
    19. Samson Nonso Okafor & Chukwunonso Ekesiobi & Ogonna Ifebi & Stephen Kelechi Dimnwobi & Simplice A. Asongu, 2022. "Testing the triple deficit hypothesis for sub‐Saharan Africa: Implications for the African Continental Free Trade Area," African Development Review, African Development Bank, vol. 34(1), pages 142-153, March.
    20. Allen, Jaime & Muñoz, Juan Carlos & Ortúzar, Juan de Dios, 2019. "On evasion behaviour in public transport: Dissatisfaction or contagion?," Transportation Research Part A: Policy and Practice, Elsevier, vol. 130(C), pages 626-651.

    More about this item

    Keywords

    Trade facilitation; Service quality; Seaport terminals competitiveness; Nigeria;
    All these keywords.

    JEL classification:

    • F10 - International Economics - - Trade - - - General
    • L25 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Firm Performance
    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:josatr:v:5:y:2020:i:1:d:10.1186_s41072-020-00069-9. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.