Overview

This book focuses on customer perception of cargo handling procedures at the Lagos Port Complex in Nigeria, with a particular emphasis on the Apapa Container Terminal and the Tin Can Island Container Terminal. The aim is to understand customer satisfaction levels and identify factors influencing terminal efficiency. The research adopts a mixed-methods approach, utilizing surveys and interviews to collect data from 100 respondents, evenly distributed between the two terminals. The questionnaire includes Likert scale items to measure customer satisfaction, while interviews provide in-depth insights into participants' experiences. Data analysis involves descriptive and inferential statistics to assess the relationship between customer satisfaction and various demographic/ behavioral variables. The findings reveal a significant association between customer satisfaction and the perception of terminal operators, with APM Terminals receiving higher commendation in environmental sustainability. Customers expressed greater satisfaction with APM Terminals across various aspects of cargo handling, indicating its superior performance compared to Tin can Island Container Terminal.

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