CUSTOMER SATISFACTION ON MARITIME TERMINAL: CASE STUDY ON FERRY TERMINAL FACILITY IN BUTTERWORTH, PENANG

Abstract

In this era of modernity, there are various types of vehicles have been invented, whether on land, air or sea. The focus, about transportation at sea which is Shipping covers ferry. The level of customers satisfaction in supporting facilities in major tourism destinations needs to be assessed from time to time. This research analyses customer satisfaction on maritime ferry terminal facility. The method is using questionnaires that are contributed by the customers at ferry terminal Butterworth. The population that the customers using the terminal is 1536373 while the sample is 68 respondents. A total of 68 questionnaires were collected and the data was analyzed using Statistical Package for the Social Science (SPSS). The results from this research found that the relationship between terminal facilities and customer satisfaction is very weak condition.