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Article

Open Access

Customers Satisfaction Towards the Services Provided in Kuala Lumpur International Airport, Malaysia

Author(s)

Mohani Abdul, Mohd Khairi Abdul Aziz, Mastora Yahya

Full-Text PDF Download XML 9184 Views

DOI:10.17265/1537-1514/2015.01.006

Affiliation(s)

Mohani Abdul, Ph.D., associate professor of Business Administration, Institute for Social Science Studies, University Putra Malaysia, Serdang Selangor, Malaysia.
Mohd Khairi Abdul Aziz, Bachelor student, Faculty of Economics and Management, Universiti Putra Malaysia, Serdang Selangor, Malaysia.
Mastora Yahya, Ph.D., senior lecturer, Poly-Tech MARA College, Kuala Lumpur, Malaysia.

ABSTRACT

This study is conducted to measure customers satisfaction from the five dimensions of service quality, which are empathy, tangibility, responsiveness, reliability, and assurance. A quantitative approach, using the gap-model—SERVQUAL, has been used in the survey to gauge the opinions of Kuala Lumpur International Airport (KLIA) customers chosen via convenient sampling. Based on 100 respondents picked from several parts of the airport, the self-administered questionnaires were distributed and collected on the same day. Statistical tests such as multiple regression and ANOVA were performed and the results obtained among others showed that tangible elements of KLIA are the most important determinant of customers satisfaction followed by the intangible elements such as empathy, responsiveness, assurance, and reliability. The results of this study will be helpful to the management of KLIA in their effort to continuously upgrade their services in improving the customer services.

KEYWORDS

customer satisfaction, empathy, tangibility, assurance, responsiveness, reliability

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