CUSTOMER SATISFACTION ON MARITIME TERMINAL: CASE STUDY AT FERRY TERMINAL FACILITIES AT KUALA KEDAH, KEDAH

Abstract

Tourism industry can be a significant contributor to a country’s economy. Ferry terminal facilities is chosen as it will influence the level of customer satisfaction to use the facilities provided at the ferry terminal at a tourist destination island. This study focuses on the facilities provided at the ferry terminal, Kuala Kedah. In addition, an investigation on the relationship between customer satisfaction and facilities provided there is also another aim of this research. By using survey questionnaires, data from the customers using Kuala Kedah ferry terminal has been collected and analyzed. A total of 68 questionnaires are collected and the data analyzed using Statistical Package for the Social Science (SPSS) to measure and analyze the relationship between customer satisfaction and the facilities provided at the ferry terminal, Kuala Kedah. It is found that there is a strong relationship between the facilities provided and customer satisfaction.