Dry Ports Service Quality in Ethiopia: the Case of Modjo and Kaliti Dry Ports and Terminals A- Comparative Study
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Date
2016-06
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Addis Ababa University
Abstract
This is a research on comparative study of service quality of Modjo and Kaliti dry ports and
terminals. Given the increased importance of dry port and terminal services and the associated
inefficiencies and drawbacks in service quality, this study is expected to contribute to the
improvement of the dry ports service. This research is conducted with the general objective of
comparative analysis of Modjo and Kaliti dry ports and terminals in terms of service quality in
the perception of customers through SERVQUAL model.To address the stated research
questions, the researcher employed non-experimental, survey type, descriptive and comparative
research design. Data was collected from both primary and secondary source; primary data
were collected through questionnaires and for secondary data document analysis were made.
The study employed probability sampling techniques to select the participant of the study and
accordingly, an aggregate of 289 respondents were selected and participated in this study and
out of these, data were obtained from 270 respondents. The researcher used SERVQUAL model
as research instrument. The data were analyzed using descriptive and inferential approach.
Descriptive analysis uses measurement of central tendency and measure of dispersion.
Inferential analysis uses correlation so as to assess the relationship between the service quality
dimensions and comparing the two dry ports service quality in terms of these dimensions. Data
analysis revealed that there is low level of expectation among customers and a corresponding
low level of perceived service quality in both dry ports and terminals. Also these SERVQUAL
gap score is naught. Moreover, the study has found that Kaliti dry port and terminal performed
worse than Modjo. Following these results, recommendations are given to improve the service
quality of the two dry ports
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Keywords
Terminals, Kaliti, Modjo