C1 Reliability test results (Expectation and perception)
From: A terminal level analysis of service quality at Nigerian seaports
Item (Dimensional attribute) | Average inter item covariance | Alpha value |
|---|---|---|
Tangibility | ||
Excellent service provider at seaports will have up-to-date equipment | 0.06 | 0.90 |
Service provider at this seaport has up-to-date equipment | 0.06 | 0.89 |
Physical facilities at excellent seaports will be visually appealing | 0.06 | 0.90 |
This seaport’s physical facilities are visually appealing | 0.06 | 0.89 |
Staff at excellent seaports will be well-dressed and neat | 0.06 | 0.90 |
Staff at this seaport are well-dressed and neat | 0.06 | 0.89 |
The appearance of physical facilities at excellent seaports will be in line with the type of services provided | 0.06 | 0.90 |
The appearance of physical facilities at this seaport is in line with the type of services provided | 0.06 | 0.90 |
Reliability | ||
When officials at excellent seaports promise to do something by the time given, they will do so | 0.06 | 0.90 |
When officials at this seaport promise to do something by the time given, they do so | 0.06 | 0.89 |
When there is a problem, employees at excellent seaports will be concerned and supportive | 0.06 | 0.90 |
When there is a problem, employees at this seaport are concerned and supportive | 0.06 | 0.89 |
Excellent service providers will be dependable | 0.06 | 0.90 |
Service providers at this seaport are dependable | 0.06 | 0.89 |
Excellent seaports officials will provide fast and efficient services as promised | 0.06 | 0.90 |
This seaport officials provide fast and efficient services as promised | 0.05 | 0.89 |
Excellent seaports will keep records accurately | 0.06 | 0.90 |
Records are kept accurately at this seaport | 0.06 | 0.89 |
Responsiveness | ||
Excellent seaports officials will tell customers exactly when services will be performed | 0.06 | 0.90 |
This seaport officials do tell customers exactly when services will be performed | 0.06 | 0.89 |
I will receive prompt services from excellent seaports officials | 0.06 | 0.90 |
I do receive prompt services from this seaport officials | 0.05 | 0.89 |
Excellent seaports officials will be willing to help customers | 0.06 | 0.90 |
This seaport officials are willing to help customers | 0.06 | 0.89 |
Excellent seaports officials will be too busy to respond to customers’ request promptly | 0.06 | 0.90 |
This seaport officials are too busy to respond to customers’ request promptly | 0.06 | 0.89 |
Assurance | ||
Excellent seaports officials will be sympathetic and reassuring when problems arise | 0.06 | 0.90 |
This seaport officials are sympathetic and reassuring when problems arise | 0.06 | 0.89 |
I will trust officials at excellent seaports | 0.06 | 0.90 |
I trust officials at this seaport | 0.06 | 0.89 |
I will feel safe in my transactions with officials at excellent seaports | 0.06 | 0.90 |
I feel safe in my transactions with officials at this seaport | 0.06 | 0.89 |
Excellent seaports officials are polite | 0.06 | 0.90 |
This seaport officials are polite | 0.06 | 0.89 |
Excellent seaports officials will get adequate support from management to do their jobs well | 0.06 | 0.90 |
This seaport officials get adequate support from management to do their jobs well | 0.06 | 0.89 |
Empathy | ||
Excellent seaports officials will give individual attention to customers | 0.06 | 0.90 |
This seaport officials do give individual attention to customers | 0.06 | 0.89 |
Excellent seaports officials will give personal attention | 0.06 | 0.90 |
This Seaport officials do give personal attention | 0.06 | 0.89 |
Excellent seaports officials will know the needs of customers | 0.06 | 0.90 |
This seaport officials do know the needs of customers | 0.06 | 0.90 |
Excellent seaports officials will have customers best interests at heart | 0.06 | 0.90 |
This seaport officials do have customers best interests at heart | 0.06 | 0.89 |
Excellent seaports officials will operate at hours convenient to all customers | 0.06 | 0.90 |
This seaport officials do operate at hours convenient to all customers | 0.06 | 0.90 |
Transparency | ||
Excellent seaports officials will ensure transparency with regard to custom/trade procedures, documentation, laws and processes | 0.06 | 0.90 |
This seaport officials ensure transparency with regard to custom/trade procedures, documentation, laws and processes | 0.06 | 0.90 |
Excellent seaports officials will ensure equity in customs law enforcement | 0.06 | 0.90 |
This seaport officials ensure equity in customs law enforcement | 0.06 | 0.90 |
Excellent seaports officials will deliberately extort money from customers | 0.06 | 0.90 |
This seaport officials deliberately extort money from customers | 0.06 | 0.90 |
Traders will be willing to give extra money to influence excellent seaports officials | 0.06 | 0.90 |
Traders wilfully give extra money to influence this seaport officials | 0.06 | 0.90 |
Trade related information will be readily available at excellent seaports | 0.06 | 0.90 |
Trade related information are readily available at this seaport | 0.06 | 0.90 |
Test scale | 0.06 | 0.90 |