Customer satisfaction using sea shipping in Malaysia

Abstract

In today’s competitive and dynamic business environment, delivering high quality service performance in sea shipping is a key of winning competitive advantage. The objective is to measure the customer satisfaction level on the services provided by sea shipping in Malaysia. The methods used in this study are secondary data methods.  This study also uses convenience sampling and distribute online questionnaire to respondents throughout Jitra, Kedah, Malaysia. The online questionnaire  has used to the selected customers to determine their satisfaction level of the service quality delivery. The collected data were keyed into SPSS version 25 to assess the hypothesis. The analysis shows that the overall service quality perceived by the customers is "Strong" level, although some customers' expectations and requirements are not met. In conclusion, this study helps to better understand the consumer satisfaction of sea shipping services in Malaysia.