Measuring service quality using servqual model: a study at Planning Department of Bintulu Port Sdn. Bhd / James Nyowep

This survey focused on differences between customers expectation and delivery perceptions as the basis for service quality measurement. In this paper, study on the current customers satisfaction surveys is based on a SERVQUAL scale developed by Parasuraman, Zeithaml and Berry (1988). A Likert-scale survey instrument, based on the Service Quality Gap Model that can be used to measure the dimensions of service quality. Given the importance of customer's feedback, not to mention the detrimental impact of negative word of mouth, Planning Department should move toward encouraging more complaints responses and creating an impression that they are in control of the situation. Customers services at Planning Department related to the five dimensions
such as, reliability, responsiveness, assurance and empathy were considered highly important for Port user, where as services tangibles are considered least important.