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Customer Satisfaction Level on Service Quality Factor Provided By
Kuantan Port Container Terminal
N. Wahab
Dr K. Mokhtar
Bachelor of Management (Maritime)
School of Maritime Business and Management
The increasing of international container traffic, container terminal operations are
becoming more and more important, busy, and complex. Competition among the
container terminals is also increasing: The container terminal compete with each other
in providing better customer service to attract more container shipments. Therefore,
the objective of this paper is to analyse the level of customer satisfaction on service
quality factor provided by container terminal. The research is focusing on level of
customer satisfaction on service quality provided by terminal in determining
satisfaction level of container terminal user at Kuantan port. The data collection is
based on primary resources. Population and sample used to answer the questionnaire.
The result showed that main factor of customer satisfaction level on service quality
factor provided by container terminal is in terms of accessibility. The purpose of doing
this research is so that every port in Malaysia can improve their service and satisfy
customer and at the same time gain their customer loyalty towards Malaysia port
services.
1643 | UMT UNDERGRADUATE RESEARCH DAY 2018