T15

THE LEVEL OF CUSTOMER SATISFACTION AS A POSSIBLE

ANTECEDENT TO THE JOHOR PORT CONTAINER TERMINAL
THROUGHPUT PERFORMANCE.

DBA – 2014 - 2018

A RESEARCH PROJECT SURVEY

THE LEVEL OF CUSTOMER SATISFACTION AS A POSSIBLE ANTECEDENT

TO THE JOHOR PORT CONTAINER TERMINAL
THROUGHPUT PERFORMANCE.

A RESEARCH PROJECT BY:

SCHOOL OF MANAGEMENT
Asia e University

THE LEVEL OF CUSTOMER SATISFACTION AS A POSSIBLE ANTECEDENT

TO THE JOHOR PORT CONTAINER TERMINAL

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 THROUGHPUT PERFORMANCE.

Dear Participant,
This research activities are designed to measure the quality of services of Johor
Port Container Terminal, Johor Port Berhad, in Pasir Gudang Johor. With your
years of experience and the level of knowledge we dearly respect, and value
your commitment in the involvement of this survey. Rest assured that the
information that you provide will be used strictly for academic purposes only.
Your information will certainly help us to better understand your business
requirement with the terminal and will possibly be used as the basis for
terminal improvement. The questionnaire will approximately take about 10
minutes of your valuable time.
This questionnaire is divided into 4 parts. Part A is about your personal and
business profile: Part B is about your business involvement, part C will be about
level of customer satisfaction and part D will be about your company’s
throughput contribution to the Johor Port Container Terminal
Thank you very much for your cooperation. Your assistance in making this
research possible is very much appreciated and valued by our team and by the
maritime society and nation.
Sincerely,
TOMINGAN BIN KAMARON & PROF. DR. JUHARI BIN ALI
School of Management,
Asia e University, Kuala Lumpur, Malaysia.
Fitobin2002@yahoo.com, juhary.ali@aeu.edu.my
Tel: 012 797773

PART A: PERSONAL AND BUSINESS PROFILE

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  Please answer all the questions by filling in the blanks and indicating [√] wherever
appropriate.

A) RESPONDENT’S PROFILE
1 Gender Male [ ]
Female [ ]
2 Age (Years) < 30 Years [ ]
31 - 40 [ ]
51 - 60 [ ]
< 60 [ ]
3 Race Malay [ ]
Chinese [ ]
Indian [ ]
Others ( Please Specify)__________________

4 Highest Education Level Primary [ ]

Secondary [ ]
Diploma [ ]
Degree or Higher [ ]

PART B: OPERATIONAL INVOLVEMENT

EXPERIENCED
(What you actually experienced)
Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
1 2 3 4 5
Please circle the numeric response to each question
(i) IQ – Courteous / Helpful EXPERIENCED
IQ = Interaction Quality
1 The terminal staff are courteous during interaction with the
users. 1 2 3 4 5
2 The terminal staff are very helpful and go all out to assist
me in my task. 1 2 3 4 5
3 The terminal staff are positive and has commendable
attitude toward users’ requests 1 2 3 4 5
4 The terminal staff are all the time pro-active and response
quickly to assist me when needed. 1 2 3 4 5
5 The terminal has an efficient channel to address all
complaints with respect to users’ interaction. 1 2 3 4 5

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 EXPERIENCED
(What you actually experienced)
Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
1 2 3 4 5
Please circle the numeric response to each question
(ii) IQ – Expertise EXPERIENCED
1 The terminal staff understands that I rely on their professional
knowledge to complete my task 1 2 3 4 5
2 The terminal staff is able to identify immediately the potential
issues in the task carried out 1 2 3 4 5
3 The terminal staff is very knowledgeable (expert) in their job.
1 2 3 4 5
4 The terminal staff adheres to ethical conduct and professionalism
at all times (confidentiality) 1 2 3 4 5
5 The terminal staff always solves the tasks with an approach that
demonstrate their expertise. 1 2 3 4 5

EXPERIENCED
(What you actually experienced)
Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
1 2 3 4 5
Please circle the numeric response to each question
(iii) IQ – Problem Solving EXPERIENCED
1 When I have a problem, the staff shows a sincere interest in
solving it. 1 2 3 4 5
2 The terminal staff understands the importance of solving my
problems immediately 1 2 3 4 5
3 The terminal staff is able to take up my complaints directly and
immediately 1 2 3 4 5
4 The terminal staff are always ready and able to solve my
operational problems whenever I encounter with one. 1 2 3 4 5
5 The terminal management is always aware and take immediate
action in solving operational problems 1 2 3 4 5

EXPERIENCED

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 (What you actually experienced)
Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
1 2 3 4 5
Please circle the numeric response to each question
(i) PEQ – Organized EXPERIENCED
PEQ = Physical Environment Quality
1 The ship and yard operation are well organized and managed
efficiently equal to major ports in the region. 1 2 3 4 5
2 The terminal transfer system (ship side and container yard) has
enough equipment (tractor/trailer) and is efficiently organised. 1 2 3 4 5
3 The existing terminal still has plenty of space and not
congested. 1 2 3 4 5
4 The terminal has a well organised Container Freight Station (CFS)
for “stuffing” and “un-stuffing” operation. 1 2 3 4 5
5 The inter-terminal transfer (ITT) operation between JPCT and PTP
is very reliable. 1 2 3 4 5

EXPERIENCED
(What you actually experienced)
Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
1 2 3 4 5
Please circle the numeric response to each question
(ii) PEQ – Procedures/Documentations EXPERIENCED
1 The terminal procedures and documentation are equal to major
ports in Malaysia (or PSA) 1 2 3 4 5
2 The operation procedures are clear, easy and cost-effective
1 2 3 4 5
3 The paperless procedures are proper and timely
1 2 3 4 5
4 The terminal has a written and well documented SOP for all the
services provided and are easily obtainable 1 2 3 4 5
5 The Terminal has an up-to-date computer system to support the
container operation efficiently 1 2 3 4 5

EXPERIENCED
(What you actually experienced)
Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree

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 1 2 3 4 5
Please circle the numeric response to each question
(iii) PEQ - Tangibles EXPERIENCED
1 The Terminal facilities and equipment (e.g. Cranes, warehouses,
CY, amenities etc.) are sufficient in numbers and capacities. 1 2 3 4 5
2 The major equipment (gantry cranes) are modern and always
operational to support efficient operation 1 2 3 4 5
3 Instances of major equipment (gantry cranes) breakdown are
very low. 1 2 3 4 5
4 The cranes’ productivities are better than the other major
container terminals in Malaysia. 1 2 3 4 5
5 The types and total amount of operational delays caused by
equipment breakdown are very low when compared to 1 2 3 4 5
neighbouring ports

EXPERIENCED
(What you actually experienced)
Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
1 2 3 4 5
Please circle the numeric response to each question
(iv) PEQ - Safety / Security EXPERIENCED
1 The terminal safety and security policies and made known to all
users. 1 2 3 4 5
2 Safety and security procedures implemented within the terminal
are easily followed by users. 1 2 3 4 5
3 Safety briefings by the Terminal safety officer to the terminal
users are clear and useful. 1 2 3 4 5
4 The cargo security in the Terminal is very effective resulting no
pilferage (or incident of loss of cargo) 1 2 3 4 5
5 Safety and Security signage are appropriate, sufficient enough
and well placed. 1 2 3 4 5

EXPERIENCED
(What you actually experienced)
Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
1 2 3 4 5
Please circle the numeric response to each question
(i) AQ - Communication / Information EXPERIENCED
1 The terminal staff communicate clearly, well-mannered and

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 always keeps their cool. 1 2 3 4 5
2 The terminal staff always have ready available information for all
my task requirements. 1 2 3 4 5
3 It is easy to obtain operational information from over the
counters and the internet for all the services on 24 hours basis. 1 2 3 4 5
4 The operational information I received from various service
centres are dependable and are not conflicting. 1 2 3 4 5
5 The terminal staff is able to communicate precisely and
professionally towards all my task requirements. 1 2 3 4 5

EXPERIENCED
(What you actually experienced)
Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
1 2 3 4 5
Please circle the numeric response to each question
(ii) AQ - Convenience EXPERIENCED
AQ = Access Quality
1 The terminal staff is contactable even after office hours.
1 2 3 4 5
2 All levels of terminal staff are approachable
1 2 3 4 5
3 The waiting time to receive services is acceptable
1 2 3 4 5
4 The locations for services offices and facilities are very
convenient. 1 2 3 4 5
5 The Terminal has a complete and professional Customer Service
Centre as a one stop centre. 1 2 3 4 5

EXPERIENCED
(What you actually experienced)
Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
1 2 3 4 5
Please circle the numeric response to each question
(i) OQ – Reliability EXPERIENCED
OQ = Outcome Quality
1 The Quay Container handling (ship side) operation services

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 provided are highly dependable and consistent. 1 2 3 4 5
2 The terminal has a written standard operating procedure (SOP)
for all the services provided. 1 2 3 4 5
3 I can count on the Terminal as it carries out all the services
according to the SOP. 1 2 3 4 5
4 The services records and billing procedures are precise and clear.
1 2 3 4 5
5 The terminal has a good shipping connection to ports around the
world:
a) Ports in the Far East 1 2 3 4 5
b) Ports in Asia 1 2 3 4 5
c) Ports in Europe 1 2 3 4 5
d) Ports in the US 1 2 3 4 5

EXPERIENCED
(What you actually experienced)
Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
1 2 3 4 5
Please circle the numeric response to each question
(ii) OQ – Valence (Credibility) EXPERIENCED

1 JPCT does not enough number of berths and the depth

alongside is insufficient for bigger vessels for the future. 1 2 3 4 5
2 JPCT should replace its existing equipment (gantry cranes) with
new and modern equipment to ensure efficiency 1 2 3 4 5
3 The existing gantry cranes experience frequent breakdown
thereby impeding operation efficiency and increase delays. 1 2 3 4 5
4 The ‘operational times’ (e.g. Pilot On Board, crane operation

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 time, container receive & delivery - haulier etc.) are very 1 2 3 4 5
dependable as that of other major ports in Malaysia.
5 JPCT should have a bigger container yard with sufficient and
relevant equipment to support fast operation. 1 2 3 4 5
6 The terminal computer system need to be up-graded to support
efficient operation 1 2 3 4 5
7 The terminal procedures and documentation should be up-
graded and to go paperless. 1 2 3 4 5
8 The terminal has an efficient gate operation – (receive and
delivery) 1 2 3 4 5
9 The terminal has good ancillary services covering:
a) Ship-Store supplier 1 2 3 4 5
b) Ship repair 1 2 3 4 5
c) Cleaning and waste collection 1 2 3 4 5
d) Bunker 1 2 3 4 5
10 The following external service providers have done a great job in
ensuring the success of container businesses.
a) Customs and Excise 1 2 3 4 5
b) Banks 1 2 3 4 5
c) Insurance 1 2 3 4 5
d) External Haulier 1 2 3 4 5

EXPERIENCED
(What you actually experienced)
Strongly Disagree Disagree Neither Agree Nor Disagree Agree Strongly Agree
1 2 3 4 5
Please circle the numeric response to each question
C. Customer Satisfaction - EXPERIENCED
1 I am satisfied with the level of helpfulness of the terminal staff
1 2 3 4 5
2 I am satisfied with the level of expertise of all the terminal staff
1 2 3 4 5
3 I am satisfied with the terminal’s staff abilities in solving my
operational problems 1 2 3 4 5
4 The terminal documentation and procedures are of equal
standards with major ports in the region. 1 2 3 4 5
5 The whole quay container handling operations are well organised

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 and I am satisfied. 1 2 3 4 5
6 I am satisfied with the serviceability and state-of-art of all the
operational equipment – very minimal delays. 1 2 3 4 5
7 The safety and security level at the terminal is of international
standard and I am satisfied. 1 2 3 4 5
8 Administrative and operational information are easily obtainable
and helpful. I am satisfied with them. 1 2 3 4 5
9 Doing business in the container terminal is very convenience
with minimum hassle and I am satisfied with it. 1 2 3 4 5
10 The services offered by the terminal are very reliable giving
smooth execution. I am satisfied. 1 2 3 4 5
11 Overall I am satisfied with the terminal services and will continue
to increase usage of Johor port Container Terminal Services 1 2 3 4 5

PART E: THROUGHPUT RELATIONSHIP

1 Your company’s nature of a) Forwarder [ ]

business b) Shipping Agent [ ]
2 Number of years involved with a) < 3 years [ ]
Johor Port Container Terminal b) 4 – 10 years [ ]
c) 11 – 15 years [ ]
d) > 15 years [ ]
3 The total volume of containers a) 1 – 30 TEUS [ ]
my company is doing per month b) 31 – 50 TEUS [ ]
(in TEUS). c) 51 – 100 TEUS [ ]
d) > 100 TEUS [ ]
4 “The percentage (%) of my a) <5% [ ]
company’s containers handled b) 6% – 30% [ ]
through Johor Port Container c) 31% – 50% [ ]
Terminal (JPCT):” d) 100% [ ]

5 “If my company is fully satisfied a) Nil [ ]

with the JPCT services, we are b) 1 – 30 % [ ]
willing to increase the c) 31 – 50 % [ ]

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 percentage (%) of shipment by:” d) 100 % [ ]
Document: THESIS QUESTIONNAIRES Final FORMAT T14 – EXP - 040418

Thank You

Your Cooperation is very much appreciated.

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