Table 9 Service quality expectation and perception average scores for transparency
From: A terminal level analysis of service quality at Nigerian seaports
Service quality questions | ENLC | ABT | APMT | FSLT | TICT | PCHS | JPS | PTML |
|---|---|---|---|---|---|---|---|---|
Expectation dimension | ||||||||
Transparency with regard to custom/trade procedures, documentation, laws and processes | 5 | 4.97 | 4.55 | 5 | 5 | 5 | 5 | 4.9 |
Equity in customs law enforcement | 5 | 4.98 | 4.77 | 5 | 5 | 4.93 | 5 | 4.93 |
Deliberately extort money from customers | 4.84 | 4.97 | 4.67 | 5 | 4.9 | 4.99 | 4.69 | 4.7 |
Willing to give extra money to influence seaports officials | 4.76 | 5 | 3.96 | 4.83 | 4.9 | 4.93 | 4.28 | 4.75 |
Trade related information are readily available | 5 | 5 | 4.69 | 5 | 4.99 | 4.97 | 4.98 | 4.99 |
Expectation scores | 4.92 | 4.98 | 4.53 | 4.97 | 4.96 | 4.96 | 4.79 | 4.85 |
Perception dimension | ||||||||
Transparency with regard to custom/trade procedures, documentation, laws and processes | 4.44 | 4.36 | 3.88 | 4.11 | 4.64 | 4.13 | 4.14 | 4.42 |
Equity in customs law enforcement | 4 | 4.31 | 4.01 | 3.75 | 4.26 | 4.04 | 3.82 | 4.4 |
Deliberately extort money from customers | 3.13 | 4.11 | 3.84 | 3.11 | 3.1 | 2.87 | 3.18 | 3.78 |
Willing to give extra money to influence seaports officials | 2.67 | 2.87 | 3.49 | 2.58 | 2.67 | 2.39 | 2.23 | 2.82 |
Trade related information are readily available | 4.63 | 4.44 | 4.16 | 4.26 | 4.34 | 4.41 | 4.34 | 4.6 |
Perception scores | 3.77 | 4.02 | 3.88 | 3.56 | 3.8 | 3.57 | 3.54 | 4 |
Gap scores | ||||||||
Transparency with regard to custom/trade procedures, documentation, laws and processes | −0.56 | −0.61 | −0.67 | −0.89 | −0.36 | −0.87 | −0.86 | −0.48 |
Equity in customs law enforcement | −1 | −0.67 | −0.76 | −1.25 | − 0.74 | −0.89 | −1.18 | − 0.53 |
Deliberately extort money from customers | −1.71 | −0.86 | − 0.83 | −1.89 | − 1.8 | −2.12 | −1.51 | −0.92 |
Willing to give extra money to influence seaports officials | −2.09 | −2.13 | −0.47 | −2.25 | −2.23 | −2.54 | −2.05 | −1.93 |
Trade related information are readily available | −0.37 | −0.56 | − 0.53 | −0.74 | − 0.65 | −0.56 | − 0.64 | −0.39 |
Gap scores | −1.15 | −0.97 | −0.65 | −1.4 | − 1.16 | −1.4 | − 1.25 | − 0.85 |