Anuar, Mohd Hairie Ashraf and Amiruddin, Noor Aisaah and Pillai, Durgadevi Varathan and Zainuddin, Nizamuddin (2017) Customer's satisfaction at Langkawi ferry terminal. In: Symposium on Technology Management & Logistics (STML–Go Green) 2016, 6th - 7th December 2016, Universiti Utara Malaysia, Sintok, Malaysia.

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Abstract

This research was conducted to determine the relationship between the factors that influences and customer’s satisfaction at the Langkawi ferry terminal.There are many issues arising because of several factors.This factor all gives a big impact on Langkawi ferry terminal. The factor is accessibility, facilities, infrastructure, safety and services.The purpose of this study is to determine is it customers’ satisfactions have a relationship with the factors that influences the customers’ after used the product or service provided at the Langkawi ferry terminal.This research paper was conduct base on the Expectancy Disconfirmation Theory (EDT).The respondent was getting from 400 UUM students whom had visited Langkawi.The data were collected via a questionnaire survey targeting respondents who went to Langkawi Terminal, and processed with SPSS v.9 statistical technique descriptive statistics. These study results indicate key customer’s satisfaction in the Langkawi ferry Terminal context, such as facilities, accessibility, infrastructure, service and safety.The survey was constrained by the sample size and cross-section due to the time constraints, more empirical works need to be done to generalize the findings of customer’s satisfaction.This research paper is significant because it helps to identify the customers’ satisfaction at the Langkawi Ferry Terminal.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN 978-967-0910-37-6 Organized by: School of Technology Management & Logistics, Universiti Utara Malaysia
Uncontrolled Keywords:	customers’ satisfaction, facilities, accessibility, infrastructure, service and safety
Subjects:	H Social Sciences > HE Transportation and Communications
Divisions:	School of Technology Management & Logistics
Depositing User:	Mr. Nizamuddin Zainuddin
Date Deposited:	13 Jul 2017 01:13
Last Modified:	13 Jul 2017 01:13
URI:	https://repo.uum.edu.my/id/eprint/22645

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