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Table 5 Service quality expectation and perception average scores for reliability

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

  1. Source: Authors