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Customers satisfaction towards the services provided in Kuala Lumpur International Airport, Malaysia

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...

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Main Authors: Abdul, Mohani, Abdul Aziz, Mohd Khairi, Yahya, Mastora
Format: Article
Published: David Publishing 2015
Online Access:http://psasir.upm.edu.my/id/eprint/44226/
https://www.davidpublisher.com/index.php/Home/Article/index?id=7733.html
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spelling my.upm.eprints.442262023-12-24T16:11:09Z http://psasir.upm.edu.my/id/eprint/44226/ Customers satisfaction towards the services provided in Kuala Lumpur International Airport, Malaysia Abdul, Mohani Abdul Aziz, Mohd Khairi Yahya, Mastora 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. David Publishing 2015 Article PeerReviewed Abdul, Mohani and Abdul Aziz, Mohd Khairi and Yahya, Mastora (2015) Customers satisfaction towards the services provided in Kuala Lumpur International Airport, Malaysia. China-USA Business Review, 14 (1). pp. 45-57. ISSN 1537-1514 https://www.davidpublisher.com/index.php/Home/Article/index?id=7733.html 10.17265/1537-1514/2015.01.006
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
description 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.
format Article
author Abdul, Mohani
Abdul Aziz, Mohd Khairi
Yahya, Mastora
spellingShingle Abdul, Mohani
Abdul Aziz, Mohd Khairi
Yahya, Mastora
Customers satisfaction towards the services provided in Kuala Lumpur International Airport, Malaysia
author_facet Abdul, Mohani
Abdul Aziz, Mohd Khairi
Yahya, Mastora
author_sort Abdul, Mohani
title Customers satisfaction towards the services provided in Kuala Lumpur International Airport, Malaysia
title_short Customers satisfaction towards the services provided in Kuala Lumpur International Airport, Malaysia
title_full Customers satisfaction towards the services provided in Kuala Lumpur International Airport, Malaysia
title_fullStr Customers satisfaction towards the services provided in Kuala Lumpur International Airport, Malaysia
title_full_unstemmed Customers satisfaction towards the services provided in Kuala Lumpur International Airport, Malaysia
title_sort customers satisfaction towards the services provided in kuala lumpur international airport, malaysia
publisher David Publishing
publishDate 2015
url http://psasir.upm.edu.my/id/eprint/44226/
https://www.davidpublisher.com/index.php/Home/Article/index?id=7733.html
_version_ 1787137197465403392
score 13.211869

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