The Effect of Operational Efficiency on Customer Satisfaction: The Case of Port of Tema
Date
2016-05
Authors
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Publisher
University of Ghana
Abstract
Often managers are tempted to believe that the only effect of operational efficiency is cost
reduction and improvement in profit. Operational efficiency is not just about cost; other
business objectives, including service quality, customer satisfaction, customer retention,
sustainability and market expansion still have to be achieved in order to keep existing
customers and revenue. Many
This thesis provides a background on ports operational efficiency through automation, and
customer satisfaction and discusses a case study used to explore the effect of operational
efficiency on customer satisfaction. The case study involves the use of a customer survey based
on a scale called SERQUAL which is used as a measure of service quality. The research pointed
out that that quality serve induced by operational efficiency does have a positive influence on
customer satisfaction. Thus, operational efficiency at port has high level influence on customer
satisfaction. Therefore, the study recommended that managers should continue to improve
upon operational efficiency to enhance higher level of customer satisfaction.
Description
Thesis(M.A.)-University of Ghana, 2016
Keywords
Operational Efficiency, Customer Satisfaction, Effect