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The Impact of Service Quality Dimensions on Customer Satisfaction of
Freight Forwarder Industry in Maritime Transport at Klang Valley
Muhammad Ashraf Shakir Bin Sabki
Associate Prof. Datin Dr. Norhayati binti Hj. Shariff
Bachelor of Management (Maritime)
School of Maritime Business and Management
This study also describes customer satisfaction with the freight forwarder by focusing on
several factors. In addition, this study has also been conducted to find a better
understanding of the quality of freight forwarder services and the relationship between
service quality and customer satisfaction in the Klang Valley area. Information on
customer satisfaction with the services offered will be taken by using questionnaire to get
data, questionnaire will be used and before the respondent or customers fill up the
questionnaire they will get some briefly explanation. In the survey form, 5-level Likert
Scale was used to dimension the satisfaction of industrial area in Klang Valley. In addition,
data will be analyzed using SPSS version 2.0. The importance of this study is to enhance
the services offered and to increase the level of customer satisfaction of services used
primarily for the freight forwarder service. Feedback provided by customers can be
recommended to those who offer freight forwarder services to upgrade the quality of
service provided. Through this study, the service quality offered is a key factor in
determining the extent of customer satisfaction. Customer satisfaction can be taken into
account by measuring or finding out whether the services offered meet customer
satisfaction with indications that the customer will use more or no services after this.
1665 | UMT UNDERGRADUATE RESEARCH DAY