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Article
Port Service Quality Study of Nigerian Sea Ports
Author(s)
Chinedum Onyemechi, Azubuike Chibuzo Amanze, Chinemerem Igboanusi and Abiodun Sule
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DOI:10.17265/2159-5879/2017.02.002
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ABSTRACT
This study is focused on service quality assessment in the Nigerian ports with Western and Eastern port zones as study areas. It discovered the level of satisfaction derived by port users by evaluating expectations and perceptions at the ports using some selected analysis tools to test raised hypothesis. This evaluation was based on the service quality model as developed by Parasuraman within the core dimensions of Empathy, Responsiveness, Tangibles, Reliability and Assurance. The attributes of expectations and perceptions raised within these dimensions were addressed with two hypotheses. H1 (Hypothesis one) and H2 (Hypothesis two) were addressed with the results of Factor Analysis which identified the significance port users attach to service quality dimensions and their respective attributes.
KEYWORDS
Service quality, port, expectation, perception
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