Proceedings of ICLT 2023
EFFECT OF PROCEDURES ON PORT ACCESSIBILITY AND SATISFACTION
Olivary John; Alfonse Dubi; Renger Kanani
Bandari College, Tanzania Ports Authority, Dar es Salaam, Tanzania; University of Dar es Salaam, Tanzania; University of Dar es Salaam, Tanzania
International Conference on Logistics & Transport 2023, Helsinki, Finland, pp. 90-98
Abstract
Purpose: This study assessed the influence of complex cargo clearance procedures on the relationship between port accessibility and customer satisfaction as constructs based on the empirical evidence drawn from Tanzania’s port operations. Design/methodology/approach: The study used structured questionnaires administered with 228 port stakeholders from a sample of 298 respondents drawn from a population of 1,325 agents using simple random sampling, from five selected Tanzania ports to obtain data necessary for hypotheses testing using Structural Equation Modelling through Smart PLS 3.0. Using a positivist philosophy and deductive approach along with an explanatory design and quantitative method, and the Resource-Based Theory (RBT) and the Port Service Quality (PSQ) theories to operationalise the interactions of the three constructs. The study worked on the assumption that there has been no extensive research model that compounded the joint effects of constructs. Findings: The study found that port accessibility has a positive significant impact on customer satisfaction whereas the moderated relationship has lower positive significant effects. Further, the findings of the Importance-Performance Matrix Analysis (IPMA) revealed that port accessibility has the highest levels of both importance and performance in predicting customer satisfaction. The study concludes with strong empirical confirmation that port accessibility positively influences customer satisfaction and expands the RBT and PSQ dimensions. Practical implications: The results shed light on areas that the Tanzania Ports Authority and other Stakeholders from both the public and private sectors can improve to boost satisfaction. The study findings have implications for relevant policies, including the Ports Act 2004, National Transport and Trade Policies both of 2003, and the Agenda 2063 The Africa We Want. Originality/value: This research pioneered in identifying dimensions of port resources and moderating effects of complex cargo clearance procedures and examined their impacts on customer satisfaction.
Keywords
framework
Citation
Olivary John; Alfonse Dubi; Renger Kanani (2023). EFFECT OF PROCEDURES ON PORT ACCESSIBILITY AND SATISFACTION. Proceedings of the International Conference on Logistics & Transport (ICLT 2023), Helsinki, Finland, pp. 90-98.