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 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.