The operational performance of container terminals to customer satisfaction in Tanzania

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University of Dar es Salaam
This study was carried out at the Dar es Salaam container terminal at the Tanzania Ports Authority. The aim of this study was to assess the operational performance of the container terminal to customer satisfaction. The specific objectives of the study were to find out the extent to which infrastructure facilities, logistical settings, level of technology, and management and service quality of container terminal operations relate to customer satisfaction. The primary data were collected using a structured questionnaire. Analysis was made using SPSS through mean and standard deviation. A sample size of 100 respondents was given a questionnaire to fill and the secondary data were obtained from TPA and TICTS reports. The findings of the study reveal that infrastructure facilities, logistical settings, the level of technology, management and service quality have a significant influence on the operational performance of the container terminal hence customer satisfaction. Therefore, customers are not fully satisfied unless these factors are implemented. It is recommended that the container terminal should be expanded so as to have enough space. Making use of the railway line for transporting containers and cargos is also of high importance. On the other hand building an inland port outside Dar es Salaam, reducing logistical procedures, increasing efficiency in container clearance and training port users when a new technology is put in place would increase the operational performance. It is also recommended that an adequate technology at customs clearance centres should be fixed to enable quick tracking and checking of cargos, buy more cranes and increase efficiency in loading and unloading of containers, control misclassification of goods and employ competent personnel. Other recommendations include controlling of bureaucracy in decision making, increase promotion and allowances, control loss and damaging of cargos, fasten repayment and documentation procedures and ensure quality services. It is through this that customer satisfaction can be achieved.
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HF5415.335.T34S82 )
Customer satisfaction, Dar es Salaam containner terminal, Tanzania post authority, Management, Tanzania
Stanslaus, V. (2015) The operational performance of container terminals to customer satisfaction in Tanzania, Master dissertation, University of Dar es Salaam, Dar es Salaam