CUSTOMER SATISFACTION ON MARITIME TERMINAL: CASE STUDY ON FERRY TERMINAL FACILITIES IN PANGKOR ISLAND, PERAK

Abstract

Island tourism is fast becoming popular among tourists, and for Malaysia, this provides a fertile avenue for further extension of her tourism industry. This study to identify the condition level of facilities provided. By using survey questionnaires, data from the customers using Pangkor Island ferry terminal has been collected and analysed. The questionnaire collected customers’ demographics information, condition level of facilities, and satisfaction level towards facilities provided. This study was aimed to provide a valuable insight to an organization that operates Pangkor Island ferry terminal regarding customer satisfaction. A total of 86 questionnaires were collected and the data was analysed using Statistical Package for Social Science (SPSS) to investigate the current level of customer satisfaction and to determine the relationship between terminal facilities and customer satisfaction. The result found a strong relationship between the terminal facilities and customer satisfaction.