Measuring Business to Business of Inland Container Terminal Ports Service Quality in Tanzania: A Study of Dar Es Salaam Port, Tanzania

Inland container depots play a critical role in the economy of many countries. Inadequate inland container cargo clearance may significantly affect customers, government agencies, shipping lines, cargo owners and results in their dissatisfaction. However, what constitute business to business of inland container depots service quality and its measurement has not been well assessed in the literature. Therefore, this study assesses measuring business to business of inland container terminal ports service quality in Dar es Salaam port in Tanzania.

Following a literature review, a conceptual model of B2B inland container depots using INDSERV model. The model was validated through a survey of 364 members of the all service providers and service users’ managers in Dar es Salaam port. Partial least squares structural equation modeling (PLS-SEM) was conducted to confirm the INDSERV dimensions and to assess their relationship with business to business of inland container depot service quality using Smart PLS 3.2.8 software. B2B inland container depots service quality is found to be measured by four latent constructs, potential quality, process soft quality, process soft quality, and output quality and all of these latent constructs have significant positive effects on inland container depots service quality.

In addition to its academic contribution, this study also contributes to management practices because port managers can use the INDSERVE scale to measure their B2B inland container depots service providers and user’s satisfaction and justify value for money in the quality management of B2B service quality.