Title: Service delivery and customer satisfaction in the Nigerian shipping industry

Authors: Oseremen Ebhote; Odudu-Jehova Andrew Nkebem

Addresses: Department of Business Administration, Faculty of Arts, Management and Social Sciences, Edo University Iyamho Edo State, Nigeria ' Department of Business Administration, College of Management and Social Sciences, Samuel Adegboyega University, Ogwa, Edo State, Nigeria

Abstract: This study identifies service quality dimensions influencing customer satisfaction in the Nigerian shipping industry. A survey research design was employed in this study with the Nigerian Ports Authority - Onne Port in Port Harcourt, Rivers state as the population of the study. A purposive sampling technique was used to draw 143 respondents at Onne Port. The findings revealed a significant correlation between service quality and customer satisfaction using the dimensions of service reliability, service responsiveness, assurance of best practice, empathy and tangibility in the Nigerian shipping industry. The study recommended the need for the management of Nigerian Ports Authority to pay attention to service quality and other performance indicators which may lead to customer satisfaction; they also should improve on their expertise towards service quality as well as organising a frequent, sustained and consistent appraisal of effective service quality throughout their operations to enhance customer satisfaction. Finally, there should be internal assessment of service quality dimensions within the staffs and personnel(s) of the Nigerian Port Authority for encouragement and improvement in expertise, since it is not possible to give what you do not have.

Keywords: shipping; maritime; service; customer satisfaction; Nigeria.

DOI: 10.1504/IJBFMI.2019.105344

International Journal of Business Forecasting and Marketing Intelligence, 2019 Vol.5 No.4, pp.450 - 463

Received: 27 Jul 2019
Accepted: 01 Oct 2019
Published online: 24 Feb 2020 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article