Table 4 Service quality expectation and perception average scores for tangibility
From: A terminal level analysis of service quality at Nigerian seaports
Service quality questions | ENLC | ABT | APMT | FSLT | TICT | PCHS | JPS | PTML |
|---|---|---|---|---|---|---|---|---|
Expectation dimension | ||||||||
Up-to-date equipment | 5 | 5 | 4.71 | 5 | 5 | 4.97 | 4.98 | 5 |
Physical facilities are visually appealing | 5 | 5 | 4.75 | 5 | 5 | 4.97 | 5 | 4.97 |
Staff are well-dressed and neat | 4.94 | 5 | 5 | 5 | 5 | 5 | 5 | 5 |
Appearance of physical facilities are in line with the type of services provided | 5 | 4.95 | 5 | 5 | 4.97 | 4.94 | 5 | 4.96 |
Expectation scores | 4.99 | 4.99 | 4.87 | 5 | 4.99 | 4.97 | 5 | 4.98 |
Perception dimension | ||||||||
Up-to-date equipment | 4.07 | 4 | 4.16 | 2.37 | 4.09 | 3.71 | 4.05 | 4.27 |
Physical facilities are visually appealing | 3.23 | 3.64 | 3.8 | 2.35 | 3.87 | 3.47 | 3.72 | 3.99 |
Staff are well-dressed and neat | 4.07 | 4.02 | 4.39 | 3.46 | 4.24 | 4 | 4.12 | 4.47 |
Appearance of physical facilities are in line with the type of services provided | 3.43 | 3.84 | 3.44 | 2.97 | 3.74 | 3.77 | 3.83 | 4.23 |
Perception scores | 3.7 | 3.88 | 3.95 | 2.79 | 3.99 | 3.74 | 3.93 | 4.24 |
Gap scores | ||||||||
Up-to-date equipment | −0.93 | −1 | −0.55 | −2.63 | − 0.91 | − 1.26 | − 0.93 | −0.73 |
Physical facilities are visually appealing | − 1.77 | − 1.36 | − 0.95 | − 2.65 | − 1.13 | − 1.5 | − 1.28 | − 0.98 |
Staff are well-dressed and neat | −0.87 | − 0.98 | − 0.61 | − 1.54 | −0.76 | − 1 | − 0.88 | −0.53 |
Appearance of physical facilities are in line with the type of services provided | − 1.57 | − 1.11 | − 1.56 | − 2.03 | − 1.23 | − 1.17 | − 1.17 | −0.73 |
Gap scores | −1.29 | −1.11 | −0.92 | − 2.21 | − 1.01 | −1.23 | − 1.07 | − 0.74 |