14
A. Zakaria et al.
2.1 Introduction
Pulau Pinang or Penang is one of the acknowledgeable islands which is located
in northwest Malaysia encompassing two separated areas, namely Seberang Perai
on the mainland and the Penang Island. It is as well one of the world’s mustvisit destinations because Penang is a tropical paradise that not only offers beautiful beaches and lush rainforests, it is also known for its centuries of heritage,
gorgeous colonial and pre-war architecture, an active arts and festivals scene, world
famous gastronomic culture—all juxtaposed against the backdrop of an international
city.
Since Penang has many interesting places to attract the tourists, there are various
types of transportation modes that provide easy mobility. The tourist and even local
people may experience the use of the ferry services as it is one of the modes of
transportation that is available at Penang aside from using the bridges.
Previously, the Penang ferry was the only way to get on and off the island before
the Penang Bridge was built in 1984 [7]. Various types of infrastructure have been
developed in order to provide the best mobility and accessibility between Penang
Islands and mainland due to the state’s significance in urban, industrial and economic
growth. Thereby, the ferry services at the Penang Ferry Terminal have become the
famous transportation mode to travel from the mainland to Penang Islands.
Apart from that, the users may also be able to travel by cars, buses or even
lorries through the bridges: Penang Bridge and Sultan Abdul Halim Muadzam Shah
Bridge. The use of ferry services between Pengkalan Raja Tun Uda in George Town,
on Penang Island, and Pengkalan Sultan Abdul Halim in Butterworth, on the Penang
mainland, as public transport is for making journeys to work, school, shops and other
daily activities [2]. Since that, the ferry operation at Penang port becomes popular
for a daily use.
2.1.1 Problem Statement
Obviously, regular ferry customers had been complaining that the service had been
tremendously poor with no sign of improvements and the users keep on wondering if
anyone would do anything regarding this issue [4]. Meanwhile, the ferry operation has
been delayed due to the malfunction as the ferry suddenly stopped in the middle of the
sea and was towed by a tugboat which took about 30 min [3]. Thus, problems arise
and the defect contributes to a negative impact on achieving high-quality service.
Therefore, it is the intention of the researcher to investigate the determinants of
successful ferry operation at Penang port, Malaysia.
A. Zakaria et al.
2.1 Introduction
Pulau Pinang or Penang is one of the acknowledgeable islands which is located
in northwest Malaysia encompassing two separated areas, namely Seberang Perai
on the mainland and the Penang Island. It is as well one of the world’s mustvisit destinations because Penang is a tropical paradise that not only offers beautiful beaches and lush rainforests, it is also known for its centuries of heritage,
gorgeous colonial and pre-war architecture, an active arts and festivals scene, world
famous gastronomic culture—all juxtaposed against the backdrop of an international
city.
Since Penang has many interesting places to attract the tourists, there are various
types of transportation modes that provide easy mobility. The tourist and even local
people may experience the use of the ferry services as it is one of the modes of
transportation that is available at Penang aside from using the bridges.
Previously, the Penang ferry was the only way to get on and off the island before
the Penang Bridge was built in 1984 [7]. Various types of infrastructure have been
developed in order to provide the best mobility and accessibility between Penang
Islands and mainland due to the state’s significance in urban, industrial and economic
growth. Thereby, the ferry services at the Penang Ferry Terminal have become the
famous transportation mode to travel from the mainland to Penang Islands.
Apart from that, the users may also be able to travel by cars, buses or even
lorries through the bridges: Penang Bridge and Sultan Abdul Halim Muadzam Shah
Bridge. The use of ferry services between Pengkalan Raja Tun Uda in George Town,
on Penang Island, and Pengkalan Sultan Abdul Halim in Butterworth, on the Penang
mainland, as public transport is for making journeys to work, school, shops and other
daily activities [2]. Since that, the ferry operation at Penang port becomes popular
for a daily use.
2.1.1 Problem Statement
Obviously, regular ferry customers had been complaining that the service had been
tremendously poor with no sign of improvements and the users keep on wondering if
anyone would do anything regarding this issue [4]. Meanwhile, the ferry operation has
been delayed due to the malfunction as the ferry suddenly stopped in the middle of the
sea and was towed by a tugboat which took about 30 min [3]. Thus, problems arise
and the defect contributes to a negative impact on achieving high-quality service.
Therefore, it is the intention of the researcher to investigate the determinants of
successful ferry operation at Penang port, Malaysia.