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Factor influencing the satisfaction of ferries passenger towards
service quality at ferry Penang
Nurul Zuhaidah Binti Zulkifli
Dr. Abdul Hafaz Bin Ngah
Bachelor of Management (Maritime)
School of Maritime Business and Management
Ferry is an important means of alternative transport for people or community
at Penang. So, the community expected a good service quality from ferry
services. However, there are some complains that have been made from ferries
passenger about the quality of the ferry service. Therefore, this study is trying
to identify the factor of the service quality that influencing the customer
satisfaction and identify the relationship between reliability, responsiveness,
assurance, empathy and tangible with customer satisfaction. By using
questionnaire, a total of 200 respondent were chosen as a sample, through
convenience sampling method. Empathy and tangible were found that to have
a positive relationship with the customer satisfaction. However, reliability,
responsiveness and assurance were found to have a negative relationship with
the customer satisfaction. The findings can help the Penang Port to improve
their service quality to higher level in order to give a satisfaction to the
customers.
1564 | UMT UNDERGRADUATE RESEARCH DAY 2018