A study on service quality dimensions towards customers’ satisfaction of Air Asia at Kuala Lumpur International Airport 2 / Kartini Afiqah Ahmad Budaya

Number of airlines has been increasing throughout the year. Customers have multi-choices to travel with in choosing airlines either with low-cost carriers (LCCs) or even Full-Service Carriers (FSCs). In order to deliver better quality service to the customers it is imperative for the airlines compan...

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Main Author:	Ahmad Budaya, Kartini Afiqah
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2015
Subjects:	Business logistics Service industries Consumer satisfaction Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/25062/ http://ir.uitm.edu.my/id/eprint/25062/1/PPb_KARTINI%20AFIQAH%20AHMAD%20BUDAYA%20M%20BM%2015_5.pdf

id	uitm-25062
recordtype	eprints
spelling	uitm-250622019-09-05T01:52:54Z http://ir.uitm.edu.my/id/eprint/25062/ A study on service quality dimensions towards customers’ satisfaction of Air Asia at Kuala Lumpur International Airport 2 / Kartini Afiqah Ahmad Budaya Ahmad Budaya, Kartini Afiqah Business logistics Service industries Consumer satisfaction Customer services. Customer relations Number of airlines has been increasing throughout the year. Customers have multi-choices to travel with in choosing airlines either with low-cost carriers (LCCs) or even Full-Service Carriers (FSCs). In order to deliver better quality service to the customers it is imperative for the airlines companies to survive and strengthen their competitive in the airlines industry. Moreover, low-cost airlines have become dominant players in the airlines industry throughout the recent years. An example of low-cost airlines is Air Asia, which have become the main airlines for customers to fly with. Therefore, the purpose of this research is to study the customers’ view on service quality provided by Air Asia. The research was conducted at KUALA LUMPUR INTERNATIONAL AIRPORT 2 (KLIA 2), the main hub for Air Asia. The number of population was 180 and 120 respondents involved in this research for answering questionnaires but only 110 was returned. The sampling technique used was the non-probability sampling which is convenience sample. This research is to explore the dimension of service quality. Hence, this study is to examine the level, relationship and most influence service quality towards customers’ satisfaction for choosing Air Asia at KUALA LUMPUR INTERNATIONAL AIRPORT 2. The findings found Assurance have high level of customers’ satisfaction, all service quality dimensions have positively and strongly relationship with customers’ satisfaction and Empathy is the most important factors towards customers’ satisfaction on Air Asia. Faculty of Business and Management 2015 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/25062/1/PPb_KARTINI%20AFIQAH%20AHMAD%20BUDAYA%20M%20BM%2015_5.pdf Ahmad Budaya, Kartini Afiqah (2015) A study on service quality dimensions towards customers’ satisfaction of Air Asia at Kuala Lumpur International Airport 2 / Kartini Afiqah Ahmad Budaya. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Business logistics Service industries Consumer satisfaction Customer services. Customer relations
spellingShingle	Business logistics Service industries Consumer satisfaction Customer services. Customer relations Ahmad Budaya, Kartini Afiqah A study on service quality dimensions towards customers’ satisfaction of Air Asia at Kuala Lumpur International Airport 2 / Kartini Afiqah Ahmad Budaya
description	Number of airlines has been increasing throughout the year. Customers have multi-choices to travel with in choosing airlines either with low-cost carriers (LCCs) or even Full-Service Carriers (FSCs). In order to deliver better quality service to the customers it is imperative for the airlines companies to survive and strengthen their competitive in the airlines industry. Moreover, low-cost airlines have become dominant players in the airlines industry throughout the recent years. An example of low-cost airlines is Air Asia, which have become the main airlines for customers to fly with. Therefore, the purpose of this research is to study the customers’ view on service quality provided by Air Asia. The research was conducted at KUALA LUMPUR INTERNATIONAL AIRPORT 2 (KLIA 2), the main hub for Air Asia. The number of population was 180 and 120 respondents involved in this research for answering questionnaires but only 110 was returned. The sampling technique used was the non-probability sampling which is convenience sample. This research is to explore the dimension of service quality. Hence, this study is to examine the level, relationship and most influence service quality towards customers’ satisfaction for choosing Air Asia at KUALA LUMPUR INTERNATIONAL AIRPORT 2. The findings found Assurance have high level of customers’ satisfaction, all service quality dimensions have positively and strongly relationship with customers’ satisfaction and Empathy is the most important factors towards customers’ satisfaction on Air Asia.
format	Student Project
author	Ahmad Budaya, Kartini Afiqah
author_facet	Ahmad Budaya, Kartini Afiqah
author_sort	Ahmad Budaya, Kartini Afiqah
title	A study on service quality dimensions towards customers’ satisfaction of Air Asia at Kuala Lumpur International Airport 2 / Kartini Afiqah Ahmad Budaya
title_short	A study on service quality dimensions towards customers’ satisfaction of Air Asia at Kuala Lumpur International Airport 2 / Kartini Afiqah Ahmad Budaya
title_full	A study on service quality dimensions towards customers’ satisfaction of Air Asia at Kuala Lumpur International Airport 2 / Kartini Afiqah Ahmad Budaya
title_fullStr	A study on service quality dimensions towards customers’ satisfaction of Air Asia at Kuala Lumpur International Airport 2 / Kartini Afiqah Ahmad Budaya
title_full_unstemmed	A study on service quality dimensions towards customers’ satisfaction of Air Asia at Kuala Lumpur International Airport 2 / Kartini Afiqah Ahmad Budaya
title_sort	study on service quality dimensions towards customers’ satisfaction of air asia at kuala lumpur international airport 2 / kartini afiqah ahmad budaya
publisher	Faculty of Business and Management
publishDate	2015
url	http://ir.uitm.edu.my/id/eprint/25062/ http://ir.uitm.edu.my/id/eprint/25062/1/PPb_KARTINI%20AFIQAH%20AHMAD%20BUDAYA%20M%20BM%2015_5.pdf
first_indexed	2023-09-18T23:13:58Z
last_indexed	2023-09-18T23:13:58Z
_version_	1777418987782537216

A study on service quality dimensions towards customers’ satisfaction of Air Asia at Kuala Lumpur International Airport 2 / Kartini Afiqah Ahmad Budaya

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