Measuring the Service Quality of Passenger Shipping: Case of Famagusta and Kyrenia Ports, North Cyprus

Abstract

Current study aims to assess service quality perceived by passengers at ports of TRNC, reveal out essential measures and their predictive power that passengers rely on while determining the service quality and service quality’s effect on customer satisfaction. Two different perspectives were used while measuring service quality (perception based and perception – expectation based). Several analyses conducted throughout the study. Among them, Exploratory Factor Analysis has been run in an attempt to reduce five dimensions and 28 items which were introduced initially. Later, new dimensions’ interactions on each other were analyzed by applying Structural Equation Modeling in PLS. Results of the study reveal out 3 and 4 dimensional alternatives for assessing service quality at passenger ports. Further, it is evidenced that tangibles dimension is perceived as two separate determinants (physical structure and visual appeal). The effect of service quality on customer satisfaction is supported. Moreover, among the dimensions which are introduced later effect of physical structure, process and interrelations with passengers are proved to be positive and significant on service quality perceived by passengers. Finally, insufficient provision of passenger port services is evidenced for all dimensions. Hence, serious attention and advances on each attribute should be on the agenda of port authorities. Keywords: Service Quality, Customer Satisfaction, Passengers, Ports, Turkish Republic of Northern Cyprus