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Terminal Bersepadu Selatan (tbs): service quality attributes affected to
customer satisfaction
Nor Syafiqah Zaimah Mohd Zaidi
Dr. Abdul Hafaz Bin Ngah
Bachelor of Management (Maritime)
School of Maritime Business and Management
Terminal Bersepadu Selatan (TBS) is a main distribution center on road
tranportation in Malaysia . Based on the Berita Harian of 2016, a several service at
this terminal such as self-service ticket kiosk was found to be non-functioning .
Therefore, the purpose of this paper is to serve as groundwork to investigate the
determinants of service quality attributes affected to customer satisfactaion at a
Terminal Bersepadu Selatan (TBS). By adopting service quality (SERVQUAL)
theory, they explain the element of SERVQUAL for factors that influencing to
customers satisfaction. A quantitative study approach with convenience sampling
method was adopted for data collection. The 200 questionnaire has been
distributed but only 175 questionnaire can be used for data analysis with SmartPLS.
The findings show reliablity, responsiveness, tangible, and also empathy have
signficantly affected to customer satisfaction but costs and also assurance weren’t
signficant. This study will help TBS to identify the factor that influencing the
customer satisfaction toward service quality at TBS.
1566 | UMT UNDERGRADUATE RESEARCH DAY 2018