Importers satisfaction on Tanzania port services, a case of Tanzania ports authority (TPA), Dar es Salaam
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Date
2010
Authors
Journal Title
Journal ISSN
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Publisher
University of Dar es Salaam
Abstract
The aim of this study was to investigate customer's satisfaction on port services; the case of Tanzania Ports Authority (TPA)• It focused on factors for customer satisfaction, the role of ICT and TRA towards facilitating port services. The sample size of this study was 120 respondents. Both primary and secondary data were used. Data were analyzed by SPSS and hypothesis tested by Pearson Chi square and Kolmogorov-Smirnovs test.
Important factors for customer satisfaction were found to include time spent to clear goods which is affected by reliability, responsiveness, assurance and empathy of dock labors, quality of equipment and facilities, ICT, policies and procedures. Clearing takes time, delays in getting release warrant, port charges and loading of containers; unfriendly procedures, theft of goods, shortage of equipment, space and skilled labor and some technical problem with ICT systems. The study concluded that, customers are not satisfied with services, therefore Port Authority have an assignment to undertake in order to make sure that services ectations and hence satisfaction. ces meet customer's exp It was recommended that, TPA and all its agencies should acquire and use modem ICT systems, employees should be trained, acquisition of more equipments and facilities to all ICD' s, improvement of security system, charging storage cost only when delays is caused by customer default, and finally, moving uncleared goods to far ICD's to create more space for other goods as there is a very limited space at the Dar es Salaam port.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula
Library, Class mark (THS EAF HE560.T34J37)
Keywords
Harbours, Customer satisfaction, Tanzania Ports Authority, Dar es Salaam
Citation
Jason, K.K.(2010) Importers satisfaction on Tanzania port services, a case of Tanzania ports authority (TPA), Dar es Salaam. Master dissertation, University of Dar es Salaam. Dar es Salaam.