A study on customer satisfaction in Jesselton Point Ferry Terminal / Mohd Nizam S. Ashraff

This thesis is submitted to the Faculty of Business Management, Universiti Teknologi MARA, Sabah Campus as part of requirement for the fulfillment of Marketing Research subject (MKT 660). This paper is entitled, "A STUDY ON THE CUSTOMER SATISFACTION IN JESSELTON POINT FERRY TERMINAL". Basically, a questionnaires was given to the customers of Jesselton Point Ferry Terminal, who came there to purchase boat and ferry tickets, to play indoor-soccer, to eat at the restaurant available, to park their car there, and of course, fishing. So this research aimed to uncover the factor that influences their satisfactions level. The last part of the questionnaire was basically to analyze the customer's recommendations and suggestions. These recommendations and suggestion will be useful for the company in order for them to improve based on the customer preference. The Data is collected from two sources. The first data was from the visitor of Jesselton Point (International and Local tourist), and the second data was from the tenants or retailers of Jesselton Point. These data was systematically analyzed and processed by using the SPSS 15.0. Finally, the results of the survey are converted into findings that are presented in term of tables and charts that are easy to understand. The entire objective stated by the researcher has been achieved through this research.