A study on the internal customer satisfaction of Malaysian Shipping Agencies Sdn. Bhd / Meor Syahrizal Azryl Meor Chek Hussien

This study is generally to examine the satisfaction of the internal customer of Malaysian Shipping Agencies Sdn. Bhd. Basically, this research focuses more on the factors of commitment, availability of skills and the senior management effectiveness and how these factors can affect the internal customer satisfaction.
Analyses of this research have been undertaken through the distribution of questionnaires and through personal observation. A total of 63 sets of questionnaires were distributed to chosen samples in the Headquarters, Airfreight division office, Shipping and Forwarding division office. The sample size of 63 was chosen as it can represent the whole population size.
All the data collected were being processed and analyzed by using the Statistical Package for Social Science (SPSS) software. Hypotheses were then tested and the decision of accepting the null or the alternative hypotheses was based on the findings.
It was found that slightly more than half of the internal customers of Malaysian Shipping Agencies Sdn. Bhd. are not satisfied with the Company due to certain particular reasons.
Conclusion and recommendations were made in order to provide Malaysian Shipping Agencies Sdn. Bhd. a general idea of the current internal customer satisfaction level and points where they can improve. In other words, internal customer must not be neglected in whatever way as it has a big impact on the overall performance of an organization especially a service-based organization like Malaysian Shipping Agencies Sdn. Bhd.