A terminal level analysis of service quality at Nigerian seaports

Journal of Shipping and Trade

Table 10 Average gap scores across service quality dimensions and terminals

Service quality dimensions	ENLC	ABT	APMT	FSLT	TICT	PCHS	JPS	PTML	Overall average
Tangibility	−1.29	− 1.11	−0.92	− 2.21	−1.01	− 1.23	−1.07	− 0.74	−1.20
Reliability	−1.18	−1.15	− 1.03	− 2.00	−1.65	− 1.71	−0.81	− 0.78	−1.29
Responsiveness	−1.42	−1.08	−0.86	− 1.79	−1.83	− 1.73	−1.02	−0.79	− 1.32
Assurance	−1.37	− 1.17	− 0.92	−1.83	− 1.61	−1.66	− 1.04	−0.83	−1.30
Empathy	−1.25	−1.15	− 1.04	−1.55	− 1.22	−1.31	− 1.04	− 0.74	−1.16
Transparency	−1.15	− 0.97	−0.65	− 1.4	− 1.16	−1.40	− 1.25	− 0.85	−1.10
Overall average	−1.28	−1.11	− 0.90	−1.80	− 1.41	−1.51	− 1.04	−0.79