HUMANITARIAN LOGISTICS: MEASURING CUSTOMER SATISFACTION TOWARDS DISASTER AID PROGRAMME A CASE STUDY OF PARIT SULONG, BATU PAHAT FLOOD RECOVERY AND RELIEF PROGRAMME

Abstract

Disasters can be divided into three main categories which are naturally, man-made and hybrid. Floods is one of the disaster that happens naturally and because of the development of people itself. As the impact, Malaysia is not only facing the flood session during the Monsoon, but the flash flood during the heavy rain. The disaster aid programmed planned by the government is powered by the National Security Council (NSC). The effectiveness of the programmed being empowered by the Directive No. 20 that provide a guideline for the agencies involved. The humanitarian activities during and after the disaster event are much depending on the various logistics activities especially the transportation and inventory management. Since humanitarian logistics are characterized by the certain uncertainty and complexity, they need to be properly managed in order to implement the better responses The issues arises after the disaster event, related to the supply of information of disasters warning, late of rescue missions and insufficient inventory aid's at evacuation centre. As logistics operations play a vital role in three phase of disaster management life cycle; preparation, response and rehabilitation, the planning of logistics being studied. The study is focused on the relationship between planning of people and movement of good and effectiveness of disaster aid programmed. The flood disaster relief programme in Parit Sulong, Batu Pahat has been studied due to the numerous complaints from victims. This study aims to access the level of satisfaction of victims towards the planning of people and movement of goods during the disaster. The quantitative data collection have been used in this research by distributing the survey forms to the sample size of total victims. There are a lots of improvement could be done by the government agencies and private institution to provide better relief towards the victims. Through this study, the researcher will help to improve the planning of people and movement of goods in a disaster aid programmed.