Service quality can be seen as the gap as the between the expected service and the actual perceived service (Stefano, et al., 2015). Basically, the purpose of port of Mombasa is to create a satisfied customer. The creation of customer satisfaction can provide several benefits, such as the relationship between the organization and the customer becoming more harmonious, providing a good foundation for repeat purchases and the creation of customer loyalty, and generating word-of-mouth recommendations that are profitable for the organization (Nuridin, 2018).The vast majority of research into port service delivery has focused on efficiency, or 'doing things right'. While some research has looked at port service delivery in terms of effectiveness, in almost every case it is concerned with effectiveness in economic terms, such as the rate of profitability, the studies consider measures such as rate of port throughput, terminal performance, port congestion, availability of stevedore services, and so on that are deemed to influence effectiveness and logistics service delivery, (Dwarakish, & Salim, 2015).The trade in the global scene has been carried out for many centuries. The major instruments of accessing the trade routes and market have been pegged on the maritime transport. It is estimated that maritime transportation accounts up to 80% of the world's voluminous trade (Rhyne, et al., 2017). The rest of the transport takes place in rail, road and air transport. The linkage of the various continents has been through the sea transport due to its strategic points. The aspect of competition and need to being abreast in maritime transport has coerced various ports to have restructuring so as to meet the ISO qualification standards. Due to this rapid development, the ports in various countries are being transformed to have modern and specialized equipment to handle huge volume of cargo (Fardella, & Prodi, 2017).Ports have traditionally evaluated their performance by comparing their actual and optimum throughputs (measured in tonnage or number of containers handled). If a port's actual throughput approaches its optimum throughput over time, the conclusion is that its performance has improved over time. On the other hand, when the port registers poor performance such as high container dwell time, threat of Vessel delay surcharge and worst still is the big ships avoiding