From: A terminal level analysis of service quality at Nigerian seaports
Service quality questions | ENLC | ABT | APMT | FSLT | TICT | PCHS | JPS | PTML |
---|---|---|---|---|---|---|---|---|
Expectation dimension | ||||||||
Promises are honoured by the time given | 4.99 | 5 | 5 | 5 | 5 | 4.94 | 5 | 5 |
Employees are concerned and supportive | 4.97 | 5 | 4.96 | 5 | 5 | 4.96 | 4.97 | 5 |
Service providers are dependable | 4.96 | 5 | 5 | 4.98 | 5 | 4.97 | 5 | 5 |
Fast and efficient services as promised | 4.97 | 4.98 | 4.99 | 4.91 | 4.94 | 4.96 | 5 | 5 |
Keeping records accurately | 4.91 | 5 | 4.99 | 5 | 4.97 | 4.99 | 4.94 | 4.99 |
Expectation scores | 4.96 | 5 | 4.99 | 4.98 | 4.98 | 4.96 | 4.98 | 5 |
Perception dimension | ||||||||
Promise are honoured by the time given | 3.51 | 3.56 | 3.65 | 3.17 | 3.29 | 2.99 | 4.09 | 4.08 |
Employees are concerned and supportive | 3.59 | 3.85 | 3.49 | 2.95 | 3.09 | 3.13 | 3.57 | 4.36 |
Service providers are dependable | 3.83 | 3.7 | 4.08 | 2.72 | 3.27 | 3.3 | 4.46 | 4.12 |
Fast and efficient services as promised | 3.63 | 3.62 | 4.25 | 2.68 | 2.71 | 2.81 | 4.22 | 3.9 |
Keeping records accurately | 4.36 | 4.52 | 4.31 | 3.37 | 4.29 | 4.03 | 4.52 | 4.62 |
Perception scores | 3.78 | 3.85 | 3.96 | 2.98 | 3.33 | 3.25 | 4.17 | 4.22 |
Gap scores | ||||||||
Promise are honoured by the time given | −1.48 | −1.44 | −1.35 | −1.83 | −1.71 | −1.95 | −0.91 | −0.92 |
Employees are concerned and supportive | −1.38 | − 1.15 | − 1.47 | −2.05 | − 1.91 | − 1.83 | − 1.4 | − 0.64 |
Service providers are dependable | − 1.13 | −1.3 | − 0.92 | − 2.26 | − 1.73 | −1.67 | − 0.54 | − 0.88 |
Fast and efficient services as promised | − 1.34 | −1.36 | − 0.74 | − 2.23 | − 2.23 | − 2.15 | − 0.78 | −1.1 |
Keeping records accurately | −0.55 | − 0.48 | − 0.68 | − 1.63 | −0.68 | − 0.96 | −0.42 | − 0.37 |
Gap scores | − 1.18 | −1.15 | − 1.03 | − 2 | −1.65 | − 1.71 | −0.81 | − 0.78 |