Assessment of Airport Service Quality in Nigeria (Published)
The study assessed the airport service quality (ASQ) in Nigeria using the SERVQUAL Model from both the perspectives of the airlines and air transport passengers as major consumers of airport services in Nigeria. Using the Nnamdi Azikiwe International Airport (NAIA), Abuja and Murtala Muhammed International Airport (MMIA), Lagos; as case studies, we used questionnaire as survey instrument to elicit the service quality expectations and perceptions of airlines and air passengers in both airports. SERVQUAL model was used to determine the airport service quality which was subsequently compared. The results of the study indicates that from both perspectives of the airlines and air passengers, the airport service quality (ASQ) in both airports are low and cannot meet the service quality expectations of both airlines and passengers. However, the results show that the MMIA, Lagos offers higher quality of airport services than NAIA, Abuja.
Keywords: Nigeria, Service Quality, airline, airport, passengers
The Effect of Integrated Pharmaceutical Logistic System on User Satisfaction and Logistics Performance of HIV/AIDS Commodities: Evidence form Public Hospitals in Ethiopia (Published)
This study was conducted to assess the effect of IPLS on user satisfaction and logistics performance of HIV/AIDS commodities. Data were collected from 127 respondents in six public Hospitals using questionnaire and interview. The study employed explanatory design with mixed research method. The data collected and analyzed indicated that IPLS enhances their satisfaction which increases job performance of users. IPLS resulted in big improvement in the accuracy of logistics by improving planning, decision making, productivity and overall logistics objectives. The regression analysis indicated that all the independent variables have strong and positive effect on user satisfaction and thereby on Logistics performance except system quality which did not have strong and positive effect on user satisfaction due to factors specific to the Ethiopian environment as indicted in the interview such as turnover of trained staff, lack of trainings and other factors. Future research may be conducted by incorporating other variables that affect IPLS, covering wider geographic area, and also incorporating private hospitals.
Keywords: Cultural Factors, HIV/AIDS commodities, Information quality, Service Quality, system quality, user satisfaction
Information Technology Capability, Adoption, Logistics Service Quality and the Performance of Third Party Logistics Providers (Published)
The purpose of the study was to examine the relationships between IT capability, IT adoption, logistics service quality and performance of third party logistics firms in Uganda. The study was prompted by the delays in customs clearance; bureaucratic systems and lengthy cargo forwarding processes largely of manual nature that are evident among the activities of the third party logistics providers in Uganda. This could be attributed to lack of IT capability, low IT adoption and poor logistics service quality. A cross sectional data was collected from a sample of 80 registered clearing and forwarding firms in Uganda selected from a population of 109 firms using a simple random sampling technique. Data was collected using a close ended questionnaire. The results indicate significant positive relationships between IT capability, IT adoption, logistics service quality and performance of third party logistics firms. Findings also revealed that IT adoption and logistics service quality are significant predictors of the performance of the third party logistics providers. However, IT capability was found not to be a significant predictor of performance of third party logistics providers. Findings further revealed that IT adoption was a better significant predictor of the performance of third party logistics providers than logistics service quality. The research recommends that clearing and forwarding firms in Uganda need to adopt IT quicker and increase logistics service quality in order to improve on the performances of their clearing and forwarding operations especially in the areas of documentation, cargo tracking, warehousing, and shipment operations.
Keywords: IT Adoption, IT Capability, Information Technology (IT), Logistics, Service Quality, Uganda