Service quality management and customer satisfaction at Sécil Marítima, Soyo Terminal
DOI:
https://doi.org/10.71068/SMJ00115Keywords:
Service quality management, service quality, customer satisfaction, SERVQUAL, maritime transport.Abstract
Service quality management is relevant to customer satisfaction and organizational performance. In maritime passenger transport, safety, reliability, punctuality, customer service, and comfort are particularly important. This study analyses the relationship between service quality management and customer satisfaction at SÉCIL Marítima, Soyo Terminal. A mixed-method, applied approach using a case study design was adopted. Data were collected from a convenience sample of 50 customers through SERVQUAL-based questionnaires, complemented by interviews with managers and documentary analysis. Quantitative data were analysed using descriptive statistics and qualitative data through content analysis. The findings showed that safety achieved the highest satisfaction level (95%) and the smallest gap (-0.1), while responsiveness presented the largest difference between expectations and perceptions (-1.1). Punctuality, customer service, empathy, and tangibles also showed gaps. It is concluded that perceived service quality is relevant to customer satisfaction, with safety as the main strength and responsiveness, punctuality, and customer service requiring greater attention.
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Copyright (c) 2026 Miguel Paulo Mazailua Júnior (Autor/a)
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