A study on service quality towards free zone’s tenants at Port of Tanjung Pelepas / Sufiah Hayati Abd Rahim

• Main Author: Abd Rahim, Sufiah Hayati
• Format: Student Project
• Language: English
• Published: 2009
• Subjects: Total quality management. Benchmarking; Consumer satisfaction; Customer services. Customer relations
• Online Access: http://ir.uitm.edu.my/id/eprint/31405/1/31405.pdf; http://ir.uitm.edu.my/id/eprint/31405/

The purposes of this study are to find out that either the services given meet the tenants’ needs and wants or not and the most important factor that the tenants put it as the first reason they having a business with Port of Tanjung Pelepas. This study, thus have the following objectives : 1) To determine the level service quality at Port of Tanjung Pelepas. 2) To identify the factors that influences the services at Port Of Tanjung Pelepas. 3) To determine the most influence factors of service quality at Port of Tanjung Pelepas. 4) To identify the alternatives strategies to improve service quality at Port of Tanjung Pelepas. In this research, the researcher used three research designs which are exploratory research, descriptive research and causal research. Data obtained using primary data and secondary data. The researcher target populations in this study are the tenants that are using the Pelepas Free Zone service. There are 30 tenants located within the PTP’s distriparks. The researcher use census because the respondent is small size and will be interviewed where the respondents answer the questionnaire and interact face-to-face with the interviewer. The data obtained was processed and analyzed using the Statistical Package for Social Science (SPSS) Program version 16.0 as to get the most accurate answer. The results of this study indicated that the tangibles factors of Service Quality explained the most important factor to the tenants at Pelepas Free Zone among five dimensions of Service Quality. The correlation is significant at the 0.01 level (2-tailed).