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Container port service quality on ROPMIS Conceptual Model: a case study of Sabah Port Sdn Bhd, Malaysia / Siti Maisarah Mohd Jasmin

Delivering quality in services sectors are a major element in satisfying the target customers. In return, profit and loyalty as to retaining customers can be achieved. This study is done to serve the above statement. The purpose of this study is to examine the quality of service offered by port in S...

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Main Author: Mohd Jasmin, Siti Maisarah
Format: Student Project
Language:English
Published: 2011
Subjects:
Transportation (General works). Communication and traffic
Water transportation
Shipping
Online Access:https://ir.uitm.edu.my/id/eprint/71965/1/71965.pdf
https://ir.uitm.edu.my/id/eprint/71965/
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spelling my.uitm.ir.719652023-01-11T04:48:50Z https://ir.uitm.edu.my/id/eprint/71965/ Container port service quality on ROPMIS Conceptual Model: a case study of Sabah Port Sdn Bhd, Malaysia / Siti Maisarah Mohd Jasmin Mohd Jasmin, Siti Maisarah Transportation (General works). Communication and traffic Water transportation Shipping Delivering quality in services sectors are a major element in satisfying the target customers. In return, profit and loyalty as to retaining customers can be achieved. This study is done to serve the above statement. The purpose of this study is to examine the quality of service offered by port in Sabah Port Sdn. Bhd. (Container Port, Kota Kinabalu), whereas measurement of satisfaction is incurred with the used on universal approach; ROPMIS Conceptual Model service quality done by Thai V. V.; 2008. Investigate the relationship between the port users and customer satisfaction, whereby loyalty (retaining) is the utmost concern. The study use a sample of 143 debtors' company account number with Sabah Ports which consists of all shippers, freight forwarders, consignees and agents as former and current port users. Moreover, the study is employing method of data collecting, as in the use of both mail survey/fax and spontaneous interview. Confidential information is the major limitation. In addition, this method is only tested for service providers. Future research, that this method should be tested using the same instruments on customer by other service providers as well with additional dimension on human factor. This study reveals the quality of the services and competitiveness (satisfaction level) of Sabah Port Sdn Bhd in the market moreover; manager implications are outlined for future use. Universal benchmarking approach as in use of service providers can be implied. Keywords: Service Quality, ROPMIS, Customer Satisfaction, Loyalty 2011 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/71965/1/71965.pdf Container port service quality on ROPMIS Conceptual Model: a case study of Sabah Port Sdn Bhd, Malaysia / Siti Maisarah Mohd Jasmin. (2011) [Student Project] (Unpublished)
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 Transportation (General works). Communication and traffic
Water transportation
Shipping
spellingShingle Transportation (General works). Communication and traffic
Water transportation
Shipping
Mohd Jasmin, Siti Maisarah
Container port service quality on ROPMIS Conceptual Model: a case study of Sabah Port Sdn Bhd, Malaysia / Siti Maisarah Mohd Jasmin
description Delivering quality in services sectors are a major element in satisfying the target customers. In return, profit and loyalty as to retaining customers can be achieved. This study is done to serve the above statement. The purpose of this study is to examine the quality of service offered by port in Sabah Port Sdn. Bhd. (Container Port, Kota Kinabalu), whereas measurement of satisfaction is incurred with the used on universal approach; ROPMIS Conceptual Model service quality done by Thai V. V.; 2008. Investigate the relationship between the port users and customer satisfaction, whereby loyalty (retaining) is the utmost concern. The study use a sample of 143 debtors' company account number with Sabah Ports which consists of all shippers, freight forwarders, consignees and agents as former and current port users. Moreover, the study is employing method of data collecting, as in the use of both mail survey/fax and spontaneous interview. Confidential information is the major limitation. In addition, this method is only tested for service providers. Future research, that this method should be tested using the same instruments on customer by other service providers as well with additional dimension on human factor. This study reveals the quality of the services and competitiveness (satisfaction level) of Sabah Port Sdn Bhd in the market moreover; manager implications are outlined for future use. Universal benchmarking approach as in use of service providers can be implied. Keywords: Service Quality, ROPMIS, Customer Satisfaction, Loyalty
format Student Project
author Mohd Jasmin, Siti Maisarah
author_facet Mohd Jasmin, Siti Maisarah
author_sort Mohd Jasmin, Siti Maisarah
title Container port service quality on ROPMIS Conceptual Model: a case study of Sabah Port Sdn Bhd, Malaysia / Siti Maisarah Mohd Jasmin
title_short Container port service quality on ROPMIS Conceptual Model: a case study of Sabah Port Sdn Bhd, Malaysia / Siti Maisarah Mohd Jasmin
title_full Container port service quality on ROPMIS Conceptual Model: a case study of Sabah Port Sdn Bhd, Malaysia / Siti Maisarah Mohd Jasmin
title_fullStr Container port service quality on ROPMIS Conceptual Model: a case study of Sabah Port Sdn Bhd, Malaysia / Siti Maisarah Mohd Jasmin
title_full_unstemmed Container port service quality on ROPMIS Conceptual Model: a case study of Sabah Port Sdn Bhd, Malaysia / Siti Maisarah Mohd Jasmin
title_sort container port service quality on ropmis conceptual model: a case study of sabah port sdn bhd, malaysia / siti maisarah mohd jasmin
publishDate 2011
url https://ir.uitm.edu.my/id/eprint/71965/1/71965.pdf
https://ir.uitm.edu.my/id/eprint/71965/
_version_ 1755876055200038912
score 13.211869

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