MANAGEMENT AND TECHNOLOGY CONSULTING

CENTER FOR SYSTEM DESIGN

National Institute of Technology Karnataka, Surathkal
Measuring Customer Satisfaction and Brand Perception of NMPT

CLIENT:
NMPT
Mangalore

Under the Guidance of:

Dr. Bijuna C Mohan
Prof. K V Gangadharan

1
INTRODUCTION
LITERATURE REVIEW
METHODOLOGY
DATA ANALYSIS -STEVEDORES
DATA ANALYSIS-RELIABILITY
STUDY CONSTRUCTS NO. OF INDICATORS CONBACH’S ALPHA
12 0.860
Reliability 8 0.821
8 0.933
9 0.939
3 0.857
4 0.903
4 0.929
3
Descriptive Statistics
Minimum Maximum Mean Std. Deviation
Tangibles
2.33 4.42 3.6136 .59348
Reliability
3.00 4.63 3.8182 .49511
Responsiveness
2.25 4.50 3.8295 .64150
Assurance
2.78 4.78 4.0202 .69907
Empathy
3.00 5.00 3.9697 .62496
Pricing
1.00 5.00 2.7273 1.03771
Customer_Satisfaction
2.50 5.00 3.6136 .75090
Relationship between service quality and
customer satisfaction
Customer satisfaction
Service Quality 0.730
0.000

Correlation is significant at the 0.05 level (2- tailed)

**Correlation is significant at 0.01 level (2-tailed)

If the Sig (2-Tailed) value is less than or equal to .05… You can conclude that there is a
statistically significant correlations between your two variables. That means, increases or
decreases in one variable do significantly relate to increases or decreases in your second
variable.
Service Quality Dimensions
Standardized Beta Coefficients significance
Tangibles 0.257 0.000
Reliability 0.214 0.000
Responsiveness 0.277 0.000
Assurance 0.302 0.000
Empathy 0.270 0.000
FINDINGS OF THE STUDY-STEVEDORES
Customer satisfaction-3.61 (SD of 0.75) ( please verify the mean scores)
Minimum-2.50, Maximum-5
Service quality-
Dimensions of service quality-
Tangibles-3.61 (SD of 0.593) Minimum-2.33, Maximum-4.42
Descriptive Statistics
Reliability N Minimum Maximum Mean

Responsiveness Tangibles 22 2.33 4.42 3.613

Reliability 22 3.00 4.63 3.818
Assurance Responsiveness 22 2.25 4.50 3.829

Empathy Assurance
Empathy
22
22
2.78
3.00
4.78
5.00
4.020
3.969
Pricing 22 1.00 5.00 2.727
Customer_Satisfaction 22 2.50 5.00 3.613
Valid N (listwise) 22
FINDINGS C&F
IMPORTANT FACTORS INFLUENCING CUSTOMER SATISFACTION
• Assurance is the most important
• Reliability F1
• Responsiveness F1
• Empathy
• Responsiveness F2
• Tangibles F2
OTHER RELEVANT FACTORS WHICH CANNOT
BE IGNORED
• TANGIBLES F3
• Well connected roads inside the port
• Motor able roads free from potholes
• Well lit roads
• ASSURANCE IS THE MOST IMPORTANT
• Docks safety
• Fire fighting equipment
• CISF services
• Pollution control measures
• Handling of containers
• Knowledge of employees regard to port operations
• Trustworthy brand
• Instils confidence
• RELIABILITY F1
• Turnaround time as expected
• Loading unloading time as expected
• Time taken for processing plot allotment for cargo
• No delays in bureacratic procedures
• Timely issue of shipping bills
• Timely issue of gate passes
• Customs clearances effortlessly
• Issue of let ship orders by customs
• Issue of Mate orders
• Estimates with out delay
• Error free documentation
Responsiveness F1

EMPLOYEE BEHAVIOUR OF TRAFFIC AND FINANCE DEPT

• TRAFFIC
• Willingness to assist
• Equal treatment of C&F agents
• Maintain transparency
• Responding beyond office hours
• Coutreous behaviour towards C&f
•
• FINANCE
• Willingness to assist during estimation and billing process
• Prior information of when estimation and billing will be completed.
EMPATHY
• Individual attention
• Understand the needs
• Recognise regular agents
• maintaining long term relationships
RESPONSIVENESS F2-Estate dept
• Willingness to assist
• Prior information of when estimation and billing will be completed.
• Courteous behaviour towards C&f
TANGIBLES F2

• covered warehouses
• Cleanliness of docks, berths, warehouses