Effects of Service Quality on Satisfaction of Private Pharmaceuticals Importers; a Case of Modjo Dry Port

Abstract

Background: Modjo Dry Port has been serving as center of supply chain of cargo importation, including pharmaceutical imports since 2009 in Ethiopia. Effective and efficient import clearance services at Modjo Dry Port are critical for the timely and safe distribution of pharmaceuticals. Nonetheless, service quality inefficiency such as delays, regulatory compliance issues, communication gaps, and logistical inefficiencies affects importer satisfaction and the general supply chain. Evaluating service quality of import port clearance operations is important to improve service quality and ensure a reliable supply of pharmaceuticals. Objectives: The study aimed to assess the effects of service quality of Modjo Dry Port import clearance on satisfaction of private pharmaceutical importers. Methods: A concurrent mixed method were employed. Cross-sectional and phenomenological design were employed for quantitative and qualitative study respectively. A sample size were a 166 pharmaceutical importers. Study was conducted from Dec 1/2024 to Jan 30/2025. Data were collected through self-administered structured questionnaires of 5 point Likert scale and semi-structured interviews conducted by researcher. Epidata version 4.6 and SPSS version 26 statistical software were used for cleaning and analysis of survey data respectively. Descriptive statistics and ordinal regression was run for quantitative analysis. For qualitative data, an audio record were transcribed verbatim and translated by bilingual speaker professional, then coded and finally presented thematically supported with quotes. Results: Out of 166 distributed questionnaires, 156 used for analysis with response rate 94%. Descriptive results indicated that tangibles rated slightly higher than average and empathy was rated lower than average for most items. Most pharmaceuticals importers (53.8%) were dissatisfied on port clearance services. Ordinal regression revealed that; empathy, reliability responsiveness and assurance had statistically significant positive effects on overall satisfaction. Moreover; qualitative findings revealed that there were inadequate professionals at inspection areas, arbitrary valuation practices, unnecessary bureaucracy and poor digitalization at Modjo dry port. Conclusions and Recommendations: The study concluded that empathy and reliability were the strongest predictors of pharmaceuticals importers satisfactions. This highlighted the importance of focusing on improving customer care and fulfilling responsibility as promised. Thus, assigning pharmacy professionals at inspection areas, ensuring consistent staff availability, standardizing valuation practices, publishing reference tariffs and enhancing digital infrastructure were recommended.