A study of customer satisfaction with planning movement of goods during disaster aid programs: A case study of flood hit in segamat, johor

Segamat is one of the districts, which has been commonly affected by floods during the north-east monsoon that has been estimated to happen in November to March. A flood that happened at Segamat destroyed property, livestock, crops, and infrastructure. It also threatened the people's life. National Security Council (NSC) is responsible for managing the natural disaster that affected the country. Moreover, NSC is responsible for coordinating the National Disaster management, establishing and ensuring all respective policies and implementing disaster management in each level. Therefore, this research conducted a survey to study the level of satisfaction of floods victims with the disaster aid programs. Thus, a descriptive analysis has been used in the research. Sample size of the research included 367 respondents. Data have been analyzed by SPSS; a comprehensive software for data analysis. In addition, factors affecting the customer satisfaction during disaster aid programs have been identified in the research using the factor analysis. Then, the relationship between the movement of goods and the customer satisfaction during the disaster relief programs has been examined by, correlation coefficient. Findings of the research proved lower satisfaction level of customer with disaster aid programs. Moreover, for factor analysis, three factor has been extracted from six factor. It has been also found that there have been a significant relationship between planning movement of goods and customer satisfaction. Thus, it is recommended to improve comfort ability and management of delivering aid in order to promote management of disaster programs.