Modeling Service Quality and Satisfaction of Evacuation Center Using Partial Least Squares Structural Equation Modeling (PLS-SEM)

Abstract

The objective of the study was to examine the relationship between evacuees' perception of service quality and their level of satisfaction on the services provided at the evacuation center. The measurement of the relationship between the constructs was analyzed by using the PLS-SEM. About 600 questionnaires were administered in three locations—Kemaman (Terengganu), Kuala Krai (Kelantan), and Temerloh (Pahang)—that are severely affected by floods during the monsoon season from November to March. The results revealed that evacuees' perceived service quality on the seven dimensions of services such as food catering, health and safety, transportation, volunteers, site services, telecommunication, and special facilities for special needs significantly influence their overall satisfaction. The outcome was the identification of seven key service variables of an evacuation center that have impacted to evacuees' overall satisfaction. This study hopes to assist the government in providing continuous quality of services to evacuees in the evacuation center in Malaysia.