Overall Service Quality of Nigeria Seaport: Case of Nigeria Hub Port Apapa Port Complex

Abstract

The aim of this study is to analyze the overall service quality of seaports in Nigeria focusing at the Apapa port complex, Lagos. The study used SERVQUAL model and structural equation model to analyze the cus tomer’s perception from the seaport users and port operator via structured questionnaire. From the analy sis, SERVQUAL model result shows various relationships that exist between the overall quality of service and their indicators. Ports and customers expect more than what they perceive therefore ports and must strive hard to improve all the service quality dimensions for improved customer satisfaction. Hypothesis result shows a positive and significant relationship between overall service quality and tangibles. Recommendations on various policy implications on how to create new strategies to improve customer satisfaction at the nation’s ports.