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The Effect of Service Quality (Freight Forwarder) on Customer Satisfaction<br />

At Tanjung Pelepas Port, Johor<br />

Che Muhamad Rabbani Bin Che Abdullah<br />

Dr. Rudiah binti Md Hanafiah<br />

Bachelor of Management (Maritime)<br />

School of Maritime Business and Management<br />

According to the International Chamber of Shipping (1921) state that 90% of world<br />

trade is carried by the international shipping industry. Regarding the statement above,<br />

each freight forwarder company should be grabbing this opportunities to ensure the<br />

growth of Malaysia economy. This study was conducted to identify the service quality<br />

(expectation) from freight forwarder Company at Tanjung Pelepas Port and Industrial<br />

Area which is impact the customer satisfaction. A total 100 customer were selected as<br />

respondents for the survey, and questionnaire were used as instruments. The result<br />

showed the main element of service quality related to customer expectation from the<br />

service provided is in good level. The collected data will be analysed using SPSS. The<br />

expectation of the customer satisfaction will be based in terms of service quality and<br />

also repurchase intention.<br />

1616 | UMT UNDERGRADUATE RESEARCH DAY 2018

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