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Assessing the Logistics Service Quality of Freight Forwarder Industry
towards Customer Satisfaction: Port Of Tanjung Pelepas Industrial Area
Nur Airal Sabiha Bt Othman
Associate Prof. Datin Dr. Norhayati binti Hj. Shariff
Bachelor of Management (Maritime)
School of Maritime Business and Management
This research is highlighted about the Malaysian freight forwarder especially at Port of
Tanjung Pelepas Industrial Area. It also focuses on relationship between logistics service
quality provided by services provider and perception of customer satisfaction. The
Malaysian Freight Forwarder market has experienced fiercer competition as many more
new participations from local and foreign international freight forwarder companies. The
growth of the number of foreign freight forwarder companies will be outnumbered and
became a shadow to the small-medium local freight forwarder companies. The aim of
this study are to identify the elements that influencing logistics service quality on
customer satisfaction in freight forwarding industrial at Port of Tanjung Pelepas industrial
area and to identify the most significant element in service quality of small-medium local
freight forwarder that influence on customer satisfaction. The industrial area of Port
Tanjung Pelepas is chosen because government is promoting Johor as a distribution hub
in Malaysia. In this study, about 100 set of questionnaire is distributed to the customer
that using small-medium local freight forwarder service at Port of Tanjung Pelepas
Industrial Area. The data was analysed using social science software package (SPSS
version 23). The perception of the customer satisfaction analysis is based on the service
quality that provided by small-medium local freight forwarder company. The correlation
analysis is applied to reveal the relationship between the service quality and customer
satisfaction. Findings of this study show that reliability is the most significant elements of
the service quality which influencing the customer perception. Therefore, the smallmedium
local freight forwarders should focus on reliability elements of logistics services
quality in ensuring the perception of customer satisfaction.
1666 | UMT UNDERGRADUATE RESEARCH DAY