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Malaysia often experiences flood during the monsoon or rainy season. Annually, from November up to March, yearly which affected states of Terengganu, Pahang and Kelantan and these states normally receive a heavy fall of rain. The total rainfall received in Terengganu, Kelantan and Pahang in December 2014 exceeded 1200mm (Abu Bakar & Alias, 2016) and this had caused severe flooding. Even though flood is a natural calamity, it can also be caused by artificial drainage problems such as pipe blockages, obstacle in drain, climate change, and uncontrolled infrastructure development (Das & Rahman, 2018; Cherqui, Belmeziti et al., 2015; Gasim et al., 2010; Kandampully, 2006).
The above catastrophe has brought a lot of damage to the economic, development and lives of the people. Regardless of the drainage problem, natural or artificial, it will make an impact on the affected people in terms of mental and physical state. More often, they face stress when they see their homes being destroyed, causing them to spend massively to repair and/or replace their home furnishings (Haryati, Sharifah Meryam, & Norasyikin, 2011). According to Anonymous (2018), the statistics of flood victims in Kelantan, Terengganu, and Pahang in 2014 to 2015 were the highest contributor in these cataclysm (319,156 in Kelantan, 62,281 in Terengganu, and 69,728 in Pahang). Additionally, the damages extended to losses incurred on Kelantan agricultural sector. This alone had totaled RM105 million which included production of rice, fruits, vegetables, livestock, aquaculture and agricultural infrastructure (Zaain Zin, 2015, January 19).
Usually, when flood strikes, evacuation centers provide services for the affected people. The center provides basic supplies such as water supply, sanitation, and foods, and services such as emotional support, financial support and physical support for them before, during, and after the catastrophe (Smith, & Parsons, 2015). The provision of this shelter is in the government's flood programs (Khalid & Shafiai, 2015). The evacuees or affected people are regarded as customer whom response gathered in relation to their expectation and perception towards service or product quality provided by the organization (Ding, Wang, Wu, & Olson, 2017; Ali & Raza, 2017; Uddin & Akhter, 2012). Services, can be characterize as: any act or execution that one party can offer to another that basically immaterial and does not bring about the ownership of anything, and its construction may or may not related to a physical product (Kim, Kim, & Lennon, 2018; Fitwi & Abdissa, 2016).
The quality of services will be known by evaluation of customer whether they satisfied and meet their expectation or vice versa. As defined by Parasuraman, Zeithaml, and Berry (1988), service quality is the organization's ability to meet customer needs and are often rated between customer's expectations and customer's perceptions of the service they received, and good service quality will be resulting on customer satisfaction and finally led to customer loyalty (Ayed, 2017). For over two decades, researchers have conduct studies on service quality (Ali & Raza, 2017; Karl, Peluchette, & McIntyre Hall, 2016; Topp & Chipukuma, 2016).