An Assessment Of Mekelle Dry Port Service Quality
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Date
2018-04-09
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Addis Ababa University
Abstract
The aim of this research is to assess quality of service delivery, to measure the level of customers satisfaction and to evaluate the relative importance of the five service quality Dimensions towards Customer Satisfaction in Mekelle dry port. The study has incorporated both primary and secondary data. Primary data was collected from selected customers of the dry port’s customers through questionnaire from 105 sample customers. the sample size in this study was determined based on the formula derived from the binomial theorem. Thus, 126 sample customers were selected in a simple random sampling method taken one week customer’s of Mekelle dry port as survey sample. Accordingly the final questionnaire was distributed to 126 customers and 105 of them was completely filled and returned. The study incorporated both descriptive and inferential statistics to analyze the collected data from sample customers. The outcome of this study show that the dry port service rendered by the Mekelle dry port is still expected to go a long way in improving the quality of its service to improve the satisfaction level of its customers. But measuring satisfaction is only half the story. It is also necessary to determine customers’ expectations or the importance they attach to the different dimensions, otherwise resources could be spent raising satisfaction levels of things that do not matter. According to the result of the study Empathy is identified as the first priority and Tangibles, Responsiveness, Reliability and Assurance are prioritized from second to fifth respectively. Furthermore, the study revealed that from the five dimensions 25 items of measurement provided for customers so that among 25 items, in 4 items customers got the service better and better than they expected and in 18 items customers got the service equal to their expectation, but in 3 items they got the service worse and much worse than they expected. This implies that, in the overall, Mekelle dry port is not providing the level of service quality demanded by customers. The findings suggest that Mekelle dry port need to improve all the five dimensions of service quality. Finally, managers at Mekelle dry port should assess service quality satisfaction continuously to keep the services corresponded with customers’ point of view
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Keywords
Mekelle, service quality, satisfaction customers