Assessment of Nigerian Seaport Service Delivery and Customers’ Satisfaction

I. Njoku¹ , L.Y. Olowolagba² , B.S. Olisa³ , I.A. Adeleke⁴

Section:Research Paper, Product Type: Journal-Paper
Vol.9 , Issue.4 , pp.13-20, Dec-2021

Online published on Dec 31, 2021

Copyright © I. Njoku, L.Y. Olowolagba, B.S. Olisa, I.A. Adeleke . This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
 

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Abstract :
The study assesses the Nigerian Seaport Service Delivery and customers’ Satisfaction with view to identify and assess the most impacting and least impacting port services as well as the overall level of satisfaction with port services in Apapa Port Complex. The study employed primary data involving administration of structured questionnaire. It adopted ROPMIS model and Weighted Mean Rank, Gap Model and spearman rank correlation to assess the customers’ satisfaction and port services quality. The result showed a significant relationship between customers’ satisfaction and port services quality. The study recommends that government should prioritize the construction of access roads in and out of the port and port management should focus on the most and least impacting port services to improve on service delivery quality to ensure increased customers’ satisfaction.

Key-Words / Index Term :
Seaport, Service, Delivery, Quality

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