Service quality and satisfaction measurements in Nigerian ports: an exploration

References

• Ugboma , CC , Ibe , C and Ogwude , IC . 2004 . Service quality measurements in ports of a developing economy: Nigerian ports survey . Managing Service Quality , 14 ( 6 ) : 487 – 495 .
   Google Scholar
• Parasuraman , A , Ziethaml , VA and Berry , LL . 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49, Fall : 41 – 50 .
   Web of Science ®Google Scholar
• Moore , LG , Hopkins , WE and Hopkins , SA . 1998 . Quality and empowerment programs: dual paths to customer satisfaction? . Managing Service Quality , 8 ( 2 ) : 134 – 144 .
   Google Scholar
• Burch , E , Rogers , HP and Underwood , J . 1995 . “ Exploring SERVPERF: An Empirical Investigation of the Importance–Performance ” . In Service Quality Relationship in the Uniform Rental Industry available online at http//saber.uca.edu/docs/proceedings11/95ama.121.htm
   Google Scholar
• Marlow , PB and Paixao , AC . 2001 . Agility: a key enabler in port competition . Proceedings from the International Association of Maritime Economists Annual Conference . 18–20 July 2001 , Hong Kong. pp. 102 – 114 .
   Google Scholar
• Koepp , S . 1987 . Pul-eeze! Will somebody help me? . The Times , 2 February
   Google Scholar
• Voss , C , Armistead , C , Johnson , B and Morris , B . 1985 . Operations Management in Service Industries and the Public Sector , New York : John Wiley & Sons .
   Google Scholar
• Rathmell , JM . 1966 . What is meant by service? . Journal of Marketing , 30 ( 4 ) : 32 – 36 .
   Web of Science ®Google Scholar
• Sasser , WE , Olsen , RP and Wyckoff , DD . 1982 . Management of Service Operations , Boston, MA : Allyn and Bacon .
   Google Scholar
• Anthony , RN , Dearden , J and Bedford , NM . 1984 . Management Control Systems , Homewood, IL : Richard Irwin .
   Google Scholar
• Shostack , L . 1977 . Breaking free from product marketing . Journal of Marketing , 41 : 73 – 80 .
   Web of Science ®Google Scholar
• Grönroos , C . 1984 . A service quality model and its marketing implications . European Journal of Marketing , 18 ( 4 ) : 345 – 359 .
   Web of Science ®Google Scholar
• Hausknecht , DC . 1988 . Emotional measures of satisfaction/dissatisfaction . Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour , 1 : 25 – 33 .
   Google Scholar
• Tongzon , J . 2002 . Port choice determinants in a competitive environment . The International Association of Maritime Economists Annual Conference 2002: Conference Proceedings . 2002 , Panama.
   Google Scholar
• Foster , T . 1978 . What's important in a port . Distribution World Wide , 78 ( 1 ) : 33 – 36 .
   Google Scholar
• Murphy , P , Daley , J and Dalenberg , D . 1991 . Selecting links and nodes in international transportation: an intermediary's perspective . Transportation Journal , 31 ( 2 ) : 33 – 40 .
   Web of Science ®Google Scholar
• Murphy , P , Daley , J and Dalenberg , D . 1992 . Port selection criteria: an application of a transport research framework . Logistics and Transportation Review , 28 ( 3 ) : 237 – 255 .
   Web of Science ®Google Scholar
• UNCTAD . 1992 . Strategic Planning for Port Authorities Geneva, , Switzerland
   Google Scholar
• Tongzon , J and Ganesalingam , S . 1994 . Evaluation of ASEAN port performance and efficiency . Asian Economic Journal , 8 ( 3 ) : 317 – 330 .
   Google Scholar
• Parasuraman , A , Ziethaml , VA and Berry , LL . 1988 . SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64, Spring : 12 – 40 .
   Web of Science ®Google Scholar
• Lewis , BR , Orledge , J and Mitchell , VW . 1994 . Service quality: students assessment of banks and building societies . International Journal of BankMarketing , 12 ( 4 ) : 3 – 12 .
   Google Scholar
• Zeithaml , VA , Parasuraman , A and Berry , L . 1990 . Quality Service: Balancing Customer Perception and Expectations , New York : Free Press .
   Google Scholar
• Parasuraman , A , Ziethaml , VA and Berry , LL . 1991 . Understanding customer expectations of service . Sloan Management Review , 32 ( 3 ) : 39 – 48 .
   Google Scholar
• Lobo , A and Jain , V . 2002 . Port users’ perspective of the container transshipment business-hierarchy of service quality attributes and dimensions . Singapore Maritime and Port Journal , 5 ( 1 ) : 154 – 161 .
   Google Scholar
• Bitner , MJ . 1990 . Evaluating service encounters: the effect of physical surroundings and employee responses . Journal of Marketing , 54, April : 69 – 82 .
   Web of Science ®Google Scholar
• Bitner , MJ and Hubbert , AR . 1994 . “ Encounter satisfaction versus overall satisfaction versus quality ” . In Service Quality: New Directions in Theory and Practice , Edited by: Rust , R. T. and Oliver , R. L. 72 – 74 . Newbury Park, CA : Sage .
   Google Scholar
• Dabholkar , PA , Thorpe , DI and Rentz , JO . 1996 . A measure of service quality for retail stores: scale development and validation . Journal of the Academy of Marketing Science , 28, Winter : 3 – 16 .
   Google Scholar
• Hammer , M and Champy , J . 1994 . Reengineering the Corporation: A Manifesto for Business Revolution , New York : Harper Business .
   Google Scholar
• Marlow , PB and Paixao , AC . 2002 . Measuring lean ports performance . Proceedings from the International Association of Maritime Economists Annual Conference . November 13–15 2002 , Panama.
   Google Scholar
• Ugboma , CC and Ugboma , O . 2004 . Port users perception and expectation of service quality attributes and dimensions in ports of a developing economy – a case study . Journal of Research in National Development , 2 ( 2 ) : 21 – 30 .
   Google Scholar