Evaluation of Seaport Service Quality in Tanzania: From the Dar es Salaam Seaport Perspective

Many countries rely heavily on seaports to promote their well-being and economy. Unreliability of seaport services can considerably impact cargo owners, customers shipping lines resulting dissatisfaction. This study aimed evaluate service quality Tanzanian considering Dar es Salaam as a area. The discovered the negative gap after evaluating user’s perceptions expectations delivered services, meanwhile is poor. Opinions concerning were computed based SERVQUAL model which developed by Parasuraman essential measurements Tangibility, Empathy, Reliability, Assurance Responsiveness. Senior administrators managers employed in numerous Tanzania interviewed check validity, then 314 members logistics associations engaged survey. Partial Least Squares Structural Equation Modelling (PLS-SEM) was applied validate observe association with satisfaction using Amos Graphics software version 26. It found that five-measure construct; responsiveness significantly influence customer while empathy assurance could insignificantly satisfaction. Reliability cause dissatisfaction tangibility Academically, this research donates management practice administrators, executives utilize customer’s defending for investments relational marketing strategy.