Table 8 Service quality expectation and perception average scores for empathy
From: A terminal level analysis of service quality at Nigerian seaports
Service quality questions | ENLC | ABT | APMT | FSLT | TICT | PCHS | JPS | PTML |
|---|---|---|---|---|---|---|---|---|
Expectation dimension | ||||||||
Individual attention to customers | 5 | 4.98 | 4.99 | 5 | 4.99 | 4.97 | 4.97 | 4.97 |
Personal attention | 5 | 4.98 | 4.87 | 5 | 4.94 | 4.99 | 4.97 | 4.99 |
Officials know the needs of customers | 5 | 4.98 | 4.96 | 5 | 4.97 | 4.99 | 4.97 | 4.99 |
Officials have customers best interests at heart | 4.97 | 4.98 | 4.75 | 4.98 | 4.89 | 4.89 | 4.95 | 4.93 |
Operate at hours convenient to customers | 4.97 | 4.98 | 4.91 | 4.98 | 4.99 | 4.96 | 4.97 | 4.95 |
Expectation scores | 4.99 | 4.98 | 4.9 | 4.99 | 4.96 | 4.96 | 4.97 | 4.97 |
Perception dimension | ||||||||
Individual attention to customers | 3.51 | 3.56 | 3.71 | 3.32 | 3.29 | 3.46 | 3.72 | 4 |
Personal attention | 3.4 | 3.39 | 3.2 | 3.45 | 3.23 | 3.19 | 3.92 | 3.85 |
Officials know the needs of customers | 4.3 | 4.13 | 4.13 | 3.86 | 4.21 | 4.03 | 4.23 | 4.52 |
Officials have customers best interests at heart | 3.51 | 3.85 | 3.89 | 3.02 | 3.49 | 3.24 | 3.95 | 4.14 |
Operate at hours convenient to customers | 3.99 | 4.23 | 4.37 | 3.57 | 4.47 | 4.33 | 3.83 | 4.64 |
Perception scores | 3.74 | 3.83 | 3.86 | 3.44 | 3.74 | 3.65 | 3.93 | 4.23 |
Gap scores | ||||||||
Individual attention to customers | −1.49 | −1.42 | −1.28 | −1.68 | −1.7 | −1.51 | −1.25 | −0.97 |
Personal attention | −1.6 | − 1.59 | − 1.67 | − 1.55 | − 1.71 | − 1.8 | − 1.05 | − 1.14 |
Officials know the needs of customers | −0.7 | − 0.85 | − 0.83 | − 1.14 | − 0.76 | −0.96 | − 0.74 | −0.47 |
Officials have customers best interests at heart | − 1.46 | − 1.13 | − 0.86 | − 1.96 | − 1.4 | − 1.65 | − 1 | − 0.79 |
Operate at hours convenient to customers | −0.98 | − 0.75 | − 0.54 | − 1.41 | −0.52 | − 0.63 | − 1.14 | −0.31 |
Gap scores | −1.25 | − 1.15 | − 1.04 | −1.55 | − 1.22 | −1.31 | − 1.04 | − 0.74 |