Evaluation of customer’s service satisfaction with ports in Tanzania: the case of Dar es Salaam port

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University of Dar es Salaam
The major objective of this study was to evaluate customer satisfaction level of the quality of Dar es salaam customers` satisfaction, evaluate whether customers are satisfied with cargo handling n terms of safety and to evaluate the role of Dar es salaam port`s employees towards attaining customers satisfaction. Descriptive and cross sectional type of research design was used to carry out the study, whereby hypotheses were tested based on the frequencies, E-statistics and the standard deviation generated during data analysis. The finding showed that inadequacy, poor quality of cargo handling equipment and lack of computerized port generation were among factors that led to slow customers services delivery at Dar es salaam port. The overall effectiveness of the security measures at the Dar es salaam port indicated the high level of satisfaction by the port customers in terms of cargo security and port employee were willing to serve customer well. In order for Dar es salaam Port to implement efficiently and effectively both short and long term strategies towards arraigning customers satisfaction the study recommended increase in modern cargo handling equipment’s, use of information Communication Technology-CT increase of shortage areas and more motivation to employees. The move would encourage more customers from different angles of the world.
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library
Customer’s service, Tanzania, Dar es Salaam port
Masangya, Y. B (2008) Evaluation of customer’s service satisfaction with ports in Tanzania: the case of Dar es Salaam port, Master dissertation, University of Dar es Salaam