Table 6 Service quality expectation and perception average scores for responsiveness
From: A terminal level analysis of service quality at Nigerian seaports
Service quality questions | ENLC | ABT | APMT | FSLT | TICT | PCHS | JPS | PTML |
|---|---|---|---|---|---|---|---|---|
Expectation dimension | ||||||||
Tell customers exactly when services will be performed | 4.99 | 4.98 | 5 | 5 | 5 | 4.94 | 5 | 5 |
Prompt services | 4.99 | 5 | 4.97 | 5 | 4.8 | 4.9 | 4.95 | 4.89 |
Willing to help customers | 4.94 | 4.93 | 4.97 | 4.97 | 4.91 | 4.89 | 4.94 | 4.84 |
Busy to respond to customers’ request promptly | 4.86 | 5 | 4.97 | 4.97 | 4.86 | 4.49 | 4.34 | 4.9 |
Expectation scores | 4.95 | 4.98 | 4.98 | 4.99 | 4.89 | 4.81 | 4.81 | 4.91 |
Perception dimension | ||||||||
Tell customers exactly when services will be performed | 3.93 | 4 | 4.41 | 3.34 | 3.66 | 3.54 | 4.22 | 4.11 |
Prompt services | 3.63 | 3.64 | 4.41 | 2.6 | 2.76 | 2.93 | 3.72 | 3.95 |
Willing to help customers | 3.74 | 4.15 | 3.76 | 3.35 | 3.41 | 3.23 | 3.72 | 4.44 |
Busy to respond to customers’ request promptly | 2.81 | 3.79 | 3.91 | 3.48 | 2.43 | 2.61 | 3.49 | 3.97 |
Perception scores | 3.53 | 3.9 | 4.12 | 3.19 | 3.07 | 3.08 | 3.79 | 4.12 |
Gap scores | ||||||||
Tell customers exactly when services will be performed | −1.06 | −0.98 | −0.59 | − 1.66 | − 1.34 | − 1.4 | − 0.78 | − 0.89 |
Prompt services | − 1.36 | − 1.36 | − 0.56 | −2.4 | −2.04 | − 1.97 | − 1.23 | − 0.94 |
Willing to help customers | − 1.2 | − 0.78 | −1.21 | − 1.62 | −1.5 | − 1.66 | −1.22 | − 0.4 |
Busy to respond to customers’ request promptly | − 2.05 | − 1.21 | − 1.06 | −1.49 | −2.43 | − 1.88 | − 0.85 | − 0.93 |
Gap scores | − 1.42 | −1.08 | − 0.86 | − 1.79 | −1.83 | − 1.73 | −1.02 | − 0.79 |