ASSESSMENTOF THE PERCEPTION OF SERVICE QUALITY OF DRY PORT AND ITS DETERMIANTS: THE CASE OF MODJO DRY PORT

Abstract

Efficient and effective dry ports are crucial for the economic growth of a landlocked nation like Ethiopia. This study presents the assessment of perception of service quality of dry port and its determinantfactors by taking the case of Modjo dry port. Primary data were collected from 130 sample customers and 41 sample employees of the dry port, which were selected based on convenience sampling technique. The data were collected using questionnaire and were analyzed using descriptive statistics and ordinal logistics model. Accordingly, the overall findings showed that the perception of service quality of Modjo dry port was found at medium level. The result of study further indicated that, information capital, service cost, port machinery, port infrastructure and reliability were functioning at medium level . Human capital was found at low level whereas the size of the port was functioning at higher level . The findings of study implied that there is a possibility of improving the service quality of Modjo dry port through capacitating human resources, ICT infrastructure, the size of the port and reconsidering the service cost and its reliability. Therefore, the study recommends the strategic leadership on the interventions of improving the service quality of Modjo dry port.