Effect of Service Quality on Maritime Sector Performance in Nigeria
Chapter One
Objective of the study
The objective of this study is to examine the effect of service quality on the performance of the maritime sector in Nigeria. To achieve this, the study aims to:
- Determine the key dimensions of service quality relevant to the Nigerian maritime sector.
- Evaluate how variations in service quality affect the operational efficiency of Nigerian ports and shipping operations.
- Investigate the relationship between service quality and customer satisfaction in the maritime sector
CHAPTER TWO
REVIEWED OF RELATED LITERATURE
INTRODUCTION
In today’s port industry where competition is fierce and highly competitive, service quality evaluation has come to assume a key position as port users consider it in port selection decision. The measurement of service quality bymanagers has become essential to determine their position in meeting port user’s requirement Langen, P. and Van Der Horst, M. As a result of competition, the nature of port services has continuously changed while the perception and expectations of port user’s changes alongside, thereby causing a variation in port users’ loyalty to a particular port. With these developments port operators and port authorities are faced with the responsibility of service quality measurement to meet contemporary challenges. With the boom in seaborne trade increased traffic of vessels and the liberalization of the shipping market, terminal operators and port authorities are now faced with responsibilities which exceed only cargo handling at ports. Competition has moved port operators from a position of isolation to the role of involvement into hinterland logistics (door-to-door), all in a bid to control larger market share of port users. Langden et al. [have suggested some reasons for this position by port operators. Firstly, an increasing amount of door-to-door costs are inland costs. Thus, the efficiency of hinterland transport becomes more important for the competitive position of port operators in supply chain. Secondly, whereas port operators have in general been able to improve terminal operations to accommodate increasing volumes (and ship sizes), dealing with these increased volumes has proved more difficult in hinterland transport. Thirdly, unlike the shipping industry that is dominated by relatively few global players, the number of firms involved in providing hinterland services is huge. Thus, there is need for the effective coordination of hinterland services. Also, more of these reasons have been raised by Mona et al. (2016).
With the current competition in today’s port environment service quality has become an inevitable factor for port success as it determines the retention of customers and further growth of customer base. In the contribution of Ugboma et al he supported this by saying that delivering quality service to port users is a must for success and survival in today’s competitive port environment. Parasuraman et al. reported that for a business to experience more new customers, more business with existing customers, fewer lost customers, more insulation from price competition and fewer mistakes requiring the performance of service, excellent service must be employed as strategy. Going by this, service quality therefore determines the level of business success. Ugboma et al. contributed that service quality has been identified as a determinant of market share. Therefore, in the maritime industry, especially the seaport, service quality will determine the size of freight owners and ship agents controlled by an operator which will resultantly determine market share and profit.
CHAPTER THREE
RESEARCH METHODOLOGY
INTRODUCTION
In this chapter, we described the research procedure for this study. A research methodology is a research process adopted or employed to systematically and scientifically present the results of a study to the research audience viz. a vis, the study beneficiaries.
RESEARCH DESIGN
Research designs are perceived to be an overall strategy adopted by the researcher whereby different components of the study are integrated in a logical manner to effectively address a research problem. In this study, the researcher employed the survey research design. This is due to the nature of the study whereby the opinion and views of people are sampled. According to Singleton & Straits, (2009), Survey research can use quantitative research strategies (e.g., using questionnaires with numerically rated items), qualitative research strategies (e.g., using open-ended questions), or both strategies (i.e., mixed methods). As it is often used to describe and explore human behaviour, surveys are therefore frequently used in social and psychological research.
POPULATION OF THE STUDY
According to Udoyen (2019), a study population is a group of elements or individuals as the case may be, who share similar characteristics. These similar features can include location, gender, age, sex or specific interest. The emphasis on study population is that it constitutes of individuals or elements that are homogeneous in description.
This study was carried to examine effect of service quality on maritime sector performance in Nigeria. Seaport onne form the population of the study.
CHAPTER FOUR
DATA PRESENTATION AND ANALYSIS
INTRODUCTION
This chapter presents the analysis of data derived through the questionnaire and key informant interview administered on the respondents in the study area. The analysis and interpretation were derived from the findings of the study. The data analysis depicts the simple frequency and percentage of the respondents as well as interpretation of the information gathered. A total of eighty (80) questionnaires were administered to respondents of which only seventy-seven (77) were returned and validated. This was due to irregular, incomplete and inappropriate responses to some questionnaire. For this study a total of 77 was validated for the analysis.
CHAPTER FIVE
SUMMARY, CONCLUSION AND RECOMMENDATION
Introduction
It is important to ascertain that the objective of this study was to ascertain effect of service quality on maritime sector performance in Nigeria. In the preceding chapter, the relevant data collected for this study were presented, critically analyzed and appropriate interpretation given. In this chapter, certain recommendations made which in the opinion of the researcher will be of benefits in addressing effect of service quality on maritime sector performance in Nigeria
Summary
This study was on ascertain the effect of service quality on maritime sector performance in Nigeria. Three objectives were raised which included: Determine the key dimensions of service quality relevant to the Nigerian maritime sector, evaluate how variations in service quality affect the operational efficiency of Nigerian ports and shipping operations and investigate the relationship between service quality and customer satisfaction in the maritime sector. A total of 77 responses were received and validated from the enrolled participants where all respondents were drawn from seaport onne. Hypothesis was tested using Chi-Square statistical tool (SPSS).
Conclusion
This study explored the impact of service quality on the performance of the maritime sector in Nigeria. It is evident that service quality plays a critical role in shaping the operational efficiency, customer satisfaction, and overall competitiveness of the maritime industry. The key dimensions of service quality, including reliability, responsiveness, assurance, empathy, and tangibles, were found to be essential in enhancing sector performance.
Infrastructural deficiencies, regulatory challenges, and security issues emerged as significant barriers to achieving high service quality. These challenges contribute to delays, increased operational costs, and reduced customer satisfaction, thereby hindering the sector’s performance. The study highlighted the need for focused efforts to address these issues to improve service quality and boost the maritime sector’s contribution to Nigeria’s economy.
Recommendations
Investment in port infrastructure is critical. Upgrading port facilities, improving cargo handling equipment, and enhancing connectivity to hinterlands through better road and rail networks are essential steps. This will help reduce turnaround times, increase efficiency, and improve overall service quality.
Streamlining regulatory processes and reducing bureaucratic inefficiencies can significantly enhance service quality. This includes simplifying administrative procedures, improving coordination among regulatory agencies, and combating corruption. Implementing transparent and efficient regulatory frameworks will create a more conducive environment for maritime operations.
References
- Parasuraman, A., Zeithaml, V. A., and Berry, L. 1994. “Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research.” Journal of Marketing 58 (1): 111-24.
- Teas, R. K. 1993. “Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality.” Journal of Marketing 57 (4): 18-34.
- Onwuegbuchunam, D., and Okeudo, G. 2012. “An Evaluation of Nigeria’s Seaborne Trade and Demand for Sea Transport.” European Journal of Business and Management 4 (13).
- Ugboma, C., Calistus, I., and Innocent C. O. 2006. “An Analytical Hierarchy Process for Port Selection Decision.” Maritime Economics & Logistics 8 (3): 251-66.
- Bolton, R. N., and Drew, J. H. 1991. “A Longitudinal Analysis of the Impact of Service Changes on Customer
- Brown, S. W., and Swartz, T. A. 1989. “A Gap Analysis of Professional Service Quality.”Journal of Marketing 53 (2): 92-8. [7]
- Harding, N. 2007. “On Lacanand the ‘Becoming-Ness’ of Organizations/Selves.” Organization 28 (11): 1761-73. [8]
- Stopford, M. 1997. Maritime Economics. 2nd Edition. London: Routledge.
- UNCTAD. 2012. “World Investment Report 2012: Towards a New Generation of Investment Policies.” United Nations Conference on Trade and Development, New York and Geneva. [
- Otteboom, T., and Rodrigue, J. P. 2004. “Inland Freight Distribution and the Sub-harborization of Port Terminals.” Paper presented at the ICLSP Conference, Dalian. [11]