Int. J Sup. Chain. Mgt Vol. 7, No. 5, October 2018 228 The Needs Analysis of Luggage Handling System for Passenger Ferries at Jetty Kuala Perlis and Pulau Langkawi Azila Ayub #1 , Faisal Ikram Abd Samad #2 , Puteri Zarina Megat Khalid #3 , Rasidah Shafiee #4 # Universiti Kuala Lumpur Malaysian Institute Marine Engineering Technology Jln Pantai Remis, 32200 Lumut, Perak. Malaysia. 1 azila@unikl.edu.my 2 faisalikram@unikl.edu.my 3 puterizarina@unikl.edu.my 4 rasidah@unikl.edu.my Abstract— This study analyses the needs of luggage handling system for passenger ferries at both Kuala Perlis and Pulau Langkawi jetty. Both Kuala Perlis and Pulau Langkawi jetties currently adopt a conventional luggage handling system where passengers have to carry their own luggage or rent trolley to convey their possession from jetty to ferry checkpoint. The current practice is less reliable, time consuming and seems to burden ferry passengers. This study aims to identify a need, from customers’ view, to implement a new luggage handling system at the respective jetties. The new system would consist of the conveyor layout (from jetty to ferry), conveyor types and system, techno-economic aspects which will benefit both the passengers and ferry operators. A set of questionnaires was developed based on American Customer Satisfaction Index (ACSI) model which comprises Customer Expectation (CE), Perceived Quality (PQ) and Perceived Value (PV) as drivers of Customer Satisfaction (CS). The survey is distributed to a total number of 150 respondents who patronise the Kuah (Pulau Langkawi) and Kuala Perlis jetty. The data is analysed by using Statistical Package for Social Sciences (SPSS). The results indicate that there is a need for a new luggage handling system at the jetty. Keywords— ACSI model, customer satisfaction, conventional luggage handling practice 1. Introduction Baggage handling is one of services available at a jetty. It is corresponding to baggage handling on board ferry vessel. A systematic baggage handling management is very important as it give major impact on customer satisfaction. Baggage handling services at jetty involve loading and unloading of passengers’ luggage into and out of the vessel. Baggage handling system can be categorized into two, namely conventional and automated baggage handling system. Conventional involves a lot of labour works while an automated baggage handling system mostly uses conveyor belt to move passengers’ luggage while loading and unloading processes. A modern automated baggage handling system is proven to be more effective in managing passengers’ luggage. It is dominantly used at airports for its accurate and efficient services and reduces baggage lost and damage. However, based on on-site observations and survey, this system is not very popular at sea jetty and terminal. Furthermore, Ferry and jetty operators prefer to implement conventional baggage handling system for its cheaper cost. Some expressed concerns that conveyor belt system might be inflexible and non- user friendly. In addressing the above issues, the research was carried out with the following objectives: I. To examine the relationship between luggage handling practice in jetty and customer satisfaction. II. To prove whether there is a need to implement a new luggage handling system at Kuala Kuah and Kuala Perlis Jetty. III. To propose a luggage handling system (conveyor system) inclusive of its techno-economic aspects that can benefit both passengers and ferry operators. ______________________________________________________________ International Journal of Supply Chain Management IJSCM, ISSN: 2050-7399 (Online), 2051-3771 (Print) Copyright © ExcelingTech Pub, UK (http://excelingtech.co.uk/)