Factors contribute to customer complaint towards services at operation department in Johor Port Berhad / Aqashah Shahren Luqman

Port is one of the important links between different modes of transport within the logistics chain. In other words, ports play a vital role for the purpose of achieving more customers in the international market. Customer is the people who bring a profit to the ports. However, the local port exists in Malaysia such Johor Port is burdened with customer complaint where the problems that keep arise in operation department when they use the services. The aim of this paper is focus on the factor that contributes to customer complaint towards services at operation department in Johor Port Berhad. The researchers use three variables which consist of congestion, warehouse and quay.

The primary data use by researcher such observation from the Johor Port Berhad and also interviewing some of the respondent in order to getting the authentic information from the customer that having experience with the Johor Port Berhad services. Other than that, the researcher also use secondary data as a medium of information such journal, magazine and also newspaper as reference. The questionnaire were distributed among 50 customer or port user in obtain the information needed.

The researcher found that the most factor that contributing to customer complaint in operation department is congestion, and the element that the customer most complaint is they had an additional cost consist of vehicle operating cost. For warehouse, the element that most contribute is delay while in quay the elements are inefficient crane.