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Service quality determinant among freight forwarders<br />

Mohd Zulkefli Bin Rashid<br />

Assoc. Prof. Dr. Datin Nurhayati Hj Shariff<br />

Bachelor of Management (Maritime)<br />

School of Maritime Business and Management<br />

Malaysia freight forwarder market has experienced rough competition as more and more<br />

new participation of freight forwarders company whether from local or foreign. This study<br />

was conducted to identify critical factors of service quality on customer satisfaction for<br />

freight forwarder in maritime transportation: a study at Central Region of Malaysia. This<br />

study was conducted at central region of Malaysia. A total 100 respondents were selected<br />

for this survey and questionnaire were used as instruments. The result showed that<br />

service quality and customer satisfaction influence the customers of freight forwarder<br />

company to become loyal and repurchase the service provided again. The collected data<br />

will be analyzed using SPSS software version 2.0.1.the service quality of the local freight<br />

forwarder company will be based in terms of service quality, customer satisfaction and<br />

loyalty.<br />

1660 | UMT UNDERGRADUATE RESEARCH DAY

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