| Abstract: | Since the independency of Eritrea in 1991, Ethiopia became landlocked. As a result, the
countries 90 % of Import and export trade route become Ethiopia- Djibouti corridor. In order to
ease some of the problems in the transit countries, Ethiopia has started constructing dry ports .A
dry port is a recent phenomenon in the Ethiopian logistics history. The Addis Ababa dry port
Kality branch is among the youngest dry ports established in Ethiopia.
Even though, the increased importance of dry port to entire economy of the country and terminal
services and the associated inefficiencies and drawbacks in service quality, Customers using the
port, however, complain that the port does not deliver an efficient service to its clients. This
study is expected to exhibit factors leads customer dissatisfaction and contribute for
improvement based on the findings. The focus of this paper is to assess the effect of Kality dry
port service on customer satisfaction, based on the port service dimension LPI (Logistics
performance index) cargo handling equipment, customs operations, port infrastructure, and size
of dry port, port staff, and reliability of port.
To address the stated research questions, the researcher used descriptive 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 167 respondents were selected and participated in this study and out of these, data
were obtained from 153 respondents. The data were analyzed uses measurement of inferential
analysis uses correlation and regression analysis to assess the relationship between the service
delivery dimensions and customer perceived satisfaction. The finding shows that the overall
service delivered by dry port was not satisfactory.
Based on the findings of the study it were recommended that investment in port infrastructure,
improvement in efficiency of customs operations, expansion of port area, training and
implementation of control system on port staff to satisfy logistics service of the port user are
important. |
