CUSTOMER SATISFACTION ON MARITIME TERMINAL: CASE STUDY ON FERRY TERMINAL FACILITY AT MARINA ISLAND, PERAK.

Abstract

Today, tourist destinations are rapidly becoming a popular destination for destinations like Marina Island. Marina Island is a ferry terminal which is frequented by locals as well as visitors. In the case considered on the ship terminal facility at Marina Island, Perak, customer service on the maritime terminal. The aim of this study was to identify the conditions facilities provided at Marina Island Jetty and to measure the relationship between customer satisfaction on Marina Island Jetty facilities. By using survey questionnaires, data from the passengers using Kuala Perlis ferry terminal has been collected and analysed. The questionnaire collects customers’ demographics information, services information, facilities, and expectations from the facilities provider. This study aims to provide a valuable insight to an organization that operates the Marina Island terminal regarding customer satisfaction. A total of 105 questionnaires are collected and the data are analysed using Statistical Package for the Social Science (SPSS) to investigate the 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.