Staff View: A study on the customer perception towards container haulage service quality provided by Kontena Nasional Berhad Penang branch / Rosyada Mustapa

A study on the customer perception towards container haulage service quality provided by Kontena Nasional Berhad Penang branch / Rosyada Mustapa

This report is specifically prepared in addressing the issue on customer perception towards container haulage service quality provided by KNBPB. According to Berelson and Steiner (1992) ‘perception is the process by which an individual selects, organize and interprets information inputs to create a...

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Bibliographic Details
Main Author:	Mustapa, Rosyada
Format:	Student Project
Language:	English
Published:	2001
Subjects:	HF Commerce Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations
Online Access:	https://ir.uitm.edu.my/id/eprint/59801/1/59801.pdf https://ir.uitm.edu.my/id/eprint/59801/
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id	my.uitm.ir.59801
record_format	eprints
spelling	my.uitm.ir.598012022-05-18T08:46:20Z https://ir.uitm.edu.my/id/eprint/59801/ A study on the customer perception towards container haulage service quality provided by Kontena Nasional Berhad Penang branch / Rosyada Mustapa Mustapa, Rosyada HF Commerce Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations This report is specifically prepared in addressing the issue on customer perception towards container haulage service quality provided by KNBPB. According to Berelson and Steiner (1992) ‘perception is the process by which an individual selects, organize and interprets information inputs to create a meaningful picture of die world. Perception depends not only on the physical stimuli but also on the stimufi’s relation to the surrounding field and on conditions within the individual. Research was conducted to measure die customers’ perception towards the factors related such as the perception towards core product/service offered, personnel, distribution system and technology used by the service provider. Analysis on the factors contributing towards the customer perception have been undertaken through questionnaire distribution to the selected samples of 132 respondents who represents the population size of over 200 KNBPB customers. All data collected were then being processed and analyzed using SPSS program. It was Sound that more than half of the respondents have a positive perception towards container haulage service quality provided by KNBPB. Hypotheses were then tested using die similar program and the decision of accepting the null or alternative hypotheses was made based on the findings. Conclusion and recommendations were made in order to provide a general idea of die current customer perception towards KNBPB service offering and to suggest on points where it can help in improvements for the Company’s future service rationalization. 2001-09 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/59801/1/59801.pdf (2001) A study on the customer perception towards container haulage service quality provided by Kontena Nasional Berhad Penang branch / Rosyada Mustapa. [Student Project] (Submitted)
institution	Universiti Teknologi Mara
building	Tun Abdul Razak Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Teknologi Mara
content_source	UiTM Institutional Repository
url_provider	http://ir.uitm.edu.my/
language	English
topic	HF Commerce Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations
spellingShingle	HF Commerce Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Mustapa, Rosyada A study on the customer perception towards container haulage service quality provided by Kontena Nasional Berhad Penang branch / Rosyada Mustapa
description	This report is specifically prepared in addressing the issue on customer perception towards container haulage service quality provided by KNBPB. According to Berelson and Steiner (1992) ‘perception is the process by which an individual selects, organize and interprets information inputs to create a meaningful picture of die world. Perception depends not only on the physical stimuli but also on the stimufi’s relation to the surrounding field and on conditions within the individual. Research was conducted to measure die customers’ perception towards the factors related such as the perception towards core product/service offered, personnel, distribution system and technology used by the service provider. Analysis on the factors contributing towards the customer perception have been undertaken through questionnaire distribution to the selected samples of 132 respondents who represents the population size of over 200 KNBPB customers. All data collected were then being processed and analyzed using SPSS program. It was Sound that more than half of the respondents have a positive perception towards container haulage service quality provided by KNBPB. Hypotheses were then tested using die similar program and the decision of accepting the null or alternative hypotheses was made based on the findings. Conclusion and recommendations were made in order to provide a general idea of die current customer perception towards KNBPB service offering and to suggest on points where it can help in improvements for the Company’s future service rationalization.
format	Student Project
author	Mustapa, Rosyada
author_facet	Mustapa, Rosyada
author_sort	Mustapa, Rosyada
title	A study on the customer perception towards container haulage service quality provided by Kontena Nasional Berhad Penang branch / Rosyada Mustapa
title_short	A study on the customer perception towards container haulage service quality provided by Kontena Nasional Berhad Penang branch / Rosyada Mustapa
title_full	A study on the customer perception towards container haulage service quality provided by Kontena Nasional Berhad Penang branch / Rosyada Mustapa
title_fullStr	A study on the customer perception towards container haulage service quality provided by Kontena Nasional Berhad Penang branch / Rosyada Mustapa
title_full_unstemmed	A study on the customer perception towards container haulage service quality provided by Kontena Nasional Berhad Penang branch / Rosyada Mustapa
title_sort	study on the customer perception towards container haulage service quality provided by kontena nasional berhad penang branch / rosyada mustapa
publishDate	2001
url	https://ir.uitm.edu.my/id/eprint/59801/1/59801.pdf https://ir.uitm.edu.my/id/eprint/59801/
_version_	1734303041275822080
score	13.211869

A study on the customer perception towards container haulage service quality provided by Kontena Nasional Berhad Penang branch / Rosyada Mustapa

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