Evaluation of Service Quality in Pakistanian Maritime Training Institutions

This study was performed to Measure and Priorities of Service Quality of Pakistanian Maritime Training Institutes (case study Karachi Institute) by using SERVQUAL and Analytical Hierarchy Process (AHP) models. In this applied descriptive-survey study, 200 Trainees of Maritime Training Institutions in Pakistan were selected by stratified random sampling method in 2012. The main research tool was The Standard Questionnaire of SERVQUAL Model which had already been assessed regarding its validity and reliability. Results reveal that there is a gap between the perceived and desired service level; furthermore we witnessed no adequate quality service in all Dimensions; what’s more, t-test also indicated that there is a significant difference between the desired and the perceived quality service level. The highest average of quality gap was observed in the reliability (-1/20) and then in responsiveness (-1/16), tangibles (-1/02), and assurance (-0/91), respectively. The lowest average belonged to empathy (-0/87). Finally this research introduces practical suggestions to promote the service quality of Maritime Training Institutions.