Measuring Business to Business Multi-Process Service Quality: A Study of Dar es Salaam Port Cargo Clearance

Eliakunda, Walter Kissimbo (2019) Measuring Business to Business Multi-Process Service Quality: A Study of Dar es Salaam Port Cargo Clearance. ["eprint_fieldopt_thesis_type_phd" not defined] thesis, The Open University of Tanzania.

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Abstract

This survey study was conducted in Dar es Salaam port in Tanzania with the aim of measuring Business to Business (B2B) multi-process cargo clearance employing service quality measurement theories. Primary data was collected from 364 cargo clearance service users and providers using structured questionnaire. The data were analyzed through PLS-SEM. The study employed INDSERV hierarchical service quality model in measuring B2B multi-process cargo clearance service quality. The findings indicated that INDSERV constructs and sub-constructs accurately predicted B2B multi-process cargo clearance service quality. The study proved that all INDSERV constructs and its hierarchical sub constructs were significantly important in measuring B2B multi-process service quality. The findings further indicated that, the most influential were the mediation effect of hard process quality, soft process quality and outcome quality on the potential quality relationship with B2B multi-process cargo clearance service quality. In all the five study objectives, twelve study hypotheses and sixteen paths proved to be significant. Only one hypothesis and six paths were found to be nonsignificant in predicting directly B2B cargo clearance although it was significant through mediation of hard process quality, soft process quality and outcome process quality. The Importance Performance Matrix Analysis (IPMA) indicated areas of importance in improving cargo clearance performance. The study recommended the use of proper B2B multi- process service quality measurement model which conform to particular business settings and suggested future research to focus on inter- process network and process concurrence in order to improve the cargo clearance service quality.

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