ASSESSMENT OF CUSTOMER SERVICE QUALITY IN MOJO DRY PORT OF ETHIOPIAN SHIPPING AND LOGISTICS SERVICE ENTERPRISE

Abstract

Today competition is not only rife, but growing more intense constantly. So that companies need to start paying keen attention to their competitors, they must understand their customers. Customer service quality in dry port service implies consistently anticipating and satisfying the needs and expectations of customers. In other words, service quality is typically defined in terms of customer satisfaction. The aim of this study was to assess quality of service delivery and its effects on customers’ satisfaction. To this purpose the researcher has studied the service quality of the Mojo Dry Port using SERVQUAL model. Convenience sampling technique was used in the study to take a sample from the infinite population. Total samples of 120 customers of one week who have used Mojo Dry Port were taken as respondents. The data has been analysed via reliability method, descriptive statistics, and one-sample t-test. The finding shows that the overall service quality perceived by customers was not satisfactory meaning all the five dimensions showed higher expectations than perceptions of services. This implies that, in the overall, Mojo Dry Port is not providing the level of service quality demanded by customers. The findings suggest that Mojo Dry Port need to improve all the five dimensions of service quality. Finally, managers at Mojo Dry Port should assess service quality satisfaction continuously to keep the services corresponded with customers’ point of view.