Table 7 Service quality expectation and perception average scores for assurance
From: A terminal level analysis of service quality at Nigerian seaports
Service quality questions | ENLC | ABT | APMT | FSLT | TICT | PCHS | JPS | PTML |
|---|---|---|---|---|---|---|---|---|
Expectation dimension | ||||||||
Sympathetic and reassuring when problems arise | 4.97 | 4.97 | 4.99 | 5 | 5 | 4.96 | 5 | 4.92 |
Trust officials at seaports | 4.99 | 4.98 | 4.84 | 4.98 | 5 | 4.97 | 4.98 | 4.95 |
Feel safe in my transactions with officials at seaports | 4.97 | 4.95 | 4.85 | 5 | 5 | 4.97 | 4.98 | 4.93 |
Seaports officials are polite | 5 | 4.97 | 4.71 | 5 | 4.97 | 4.97 | 4.95 | 4.97 |
Officials get adequate support from management | 4.99 | 4.97 | 4.95 | 5 | 4.94 | 4.96 | 4.92 | 4.95 |
Expectation scores | 4.98 | 4.97 | 4.87 | 5 | 4.98 | 4.97 | 4.97 | 4.94 |
Perception dimension | ||||||||
Sympathetic and reassuring when problems arise | 3.6 | 3.8 | 4.11 | 3.65 | 3.36 | 3.07 | 4.02 | 4.27 |
Trust officials at seaports | 3.31 | 3.66 | 3.76 | 3.05 | 3.47 | 3.39 | 3.6 | 3.9 |
Feel safe in my transactions with officials at seaports | 3.7 | 4 | 4.15 | 2.86 | 3.66 | 3.49 | 3.91 | 4.29 |
Seaports officials are polite | 3.61 | 3.75 | 3.77 | 3.62 | 3.11 | 3.46 | 3.94 | 3.99 |
Officials get adequate support from management | 3.83 | 3.77 | 3.95 | 2.63 | 3.24 | 3.14 | 4.14 | 4.12 |
Perception scores | 3.61 | 3.8 | 3.95 | 3.16 | 3.37 | 3.31 | 3.92 | 4.11 |
Gap scores | ||||||||
Sympathetic and reassuring when problems arise | −1.37 | − 1.17 | − 0.88 | − 1.35 | − 1.64 | − 1.89 | − 0.98 | − 0.65 |
Trust officials at seaports | − 1.68 | − 1.32 | − 1.08 | − 1.93 | − 1.53 | −1.58 | − 1.38 | −1.05 |
Feel safe in my transactions with officials at seaports | −1.27 | − 0.95 | − 0.7 | − 2.14 | − 1.34 | −1.48 | − 1.07 | − 0.64 |
Seaports officials are polite | − 1.39 | − 1.22 | − 0.94 | −1.38 | − 1.86 | −1.51 | − 1.01 | − 0.98 |
Officials get adequate support from management | − 1.16 | − 1.2 | − 1 | − 2.37 | −1.7 | − 1.82 | − 0.78 | − 0.83 |
Gap scores | − 1.37 | − 1.17 | − 0.92 | − 1.83 | − 1.61 | − 1.66 | − 1.04 | − 0.83 |