An Assessment of Service Quality Dimensions on Customer Loyalty: A Case Study of Tanzania Port Authority

Bibili, Kasereka (2017) An Assessment of Service Quality Dimensions on Customer Loyalty: A Case Study of Tanzania Port Authority. Masters thesis, The Open University of Tanzania.

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Abstract

The main objective of the study was to assess the service quality dimensions on customer loyalty at Tanzania Port Authority (T.P.A). The service quality gap was established using SERVQUAL model by comparing customer service quality expectations with customer service quality perception. Descriptive statistics was used together with content analysis and comparison between expectation and perception was done to establish the service quality gap in tangibility, reliability, assurance and empathy. Customer perception was negatively correlated with most of the dimensions but the results were not significant. In order to improve customer loyalty the study recommended to Tanzania Port Authority to deal with customers from landlocked countries by giving more storage time and reducing storage charges. The service providers must focus on the components of service quality by focusing more on physical facilities improvement. TPA must focus also on the service providers training about customer care. Key words: service quality, expectation, perception

Item Type: Thesis (Masters)
Subjects: 600 Technology > 658 Gerneral management
Divisions: Faculty of Business Management > Department of Leadership and Governance
Depositing User: Mr Habibu V. Kazimzuri
Date Deposited: 28 Sep 2018 12:04
Last Modified: 28 Sep 2018 12:04
URI: http://repository.out.ac.tz/id/eprint/1963

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