Customer satisfactions towards quality services of Sultan Ismail Petra Airport

Chia, Ka Jun and Lee, Ching Loong and Idris, Nur Fatin and Baharudin, Noratiqa Adira (2015) Customer satisfactions towards quality services of Sultan Ismail Petra Airport. Undergraduate project report, Faculty of Entrepreneurship and Business. (Submitted)

Abstract

This research presents the customer satisfaction towards quality service of Sultan Ismail Petra Airport, Kota Bharu, Kelantan, Malaysia. This study will focus on the customer's satisfaction towards Sultan Ismail Petra Airport based on waiting areas, security and the parking facilities. Airport is one of the most complex facilities which connect several business units to fulfil their roles within the air transport industry. Managing these entire business networks is one of the challenging areas. It contains suppliers, airlines, airport operators, customs, security, immigration and others. The purpose of this paper is to analyze the customers' satisfaction on Sultan Ismail Petra Airport based on their quality service. This study involved a combined methodology to data collection. Stratified sampling is being used in this study and questionnaire will be distributed to 140 respondents of Sultan Ismail Petra Airport. Statistical Product and Service Solution (SPSS) will be used to calculate the findings and Pearson’s Correlation Coefficient used to test the influences waiting area, security and parking facilities towards customer satisfaction on quality service of Sultan Ismail Petra Airport. After collect data and generate the data, researcher found that these three factors have moderate influence towards quality service. Among three factors, waiting area (correlation=0.579) has the highest influences, follow by security (correlation=0.530) and lastly is parking facilities (correlation=0.427). The significant of these three factors are 0.000. As a conclusion, the three hypotheses in this research is supported

Item Type: Undergraduate Final Project Report
Faculty: Faculty of Entrepreneurship and Business
Programme: Bachelor of Entrepreneurship (Logistics & Distributive Trade) with Honours
Deposited By: En Khairul Azman Che Ibrahim
Date Deposited: 24 Aug 2016 01:57
Last Modified: 24 Aug 2016 01:57
URI: http://umkeprints.umk.edu.my/id/eprint/5904

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