Ro-Ro Port Facilities Toward Customer Satisfaction: Evidence from Kuala Perlis Terminal, Perlis, Malaysia

Abstract

Door-to-door logistic chain is structured affording to the principle of short sea service. Despite to encourage the use of the environmental friendly mode of transport, the formation of this principle is to enhance the facilities quality in order to capture customer value. Therefore, facilities quality towards customer satisfaction already become superficial. Objective of this study to examine the current status of customer satisfaction on facilities quality of Ro-Ro operations in Kuala Perlis Terminal and to determine the affiliation of port facilities quality and customer satisfactions in Kuala Perlis Terminal. Data has been collected from 150 respondents from the Ro-Ro service customers in Kuala Perlis, Malaysia. The data were analyzed by SPSS statistical method analysis. Based on this approach, the link between facilities quality and customer satisfaction has been investigated. The results indicate that facilities quality influences customer satisfaction. Results moreover indicate that the more facilities quality is provided further customer satisfaction will be achieved.