A STUDY ON PASSENGER SATISFACTION TOWARDS FERRY SERVICE OPERATED AT KUALA PERLIS

Abstract

According to the development of the transport industry, the concept of quality has become apparent. This study analyses the quality of ferry terminal towards passenger satisfaction. By using survey questionnaires, data from the passengers using Kuala Perlis ferry terminal has been collected and analysed. The questionnaire collected passengers’ demographics information, services information, facilities and expectations from the service provider. This study was aimed to provide a valuable insight to an organization that operates the Kuala Perlis terminal regarding passenger satisfaction. A total of 150 questionnaires were collected and the data was analyzed using Statistical Package for the Social Science (SPSS) to investigate the current status of passenger satisfaction and to determine the relationship between terminal facilities and passenger satisfaction. The result found a strong relationship between the terminal facilities and customer satisfaction.