The Effect of Operational Efficiency on Customer Satisfaction; The Case of Port of Tema

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.