Nurianee Zulkifli (2008) Passengers' perception towards airport service quality at Kota Kinabalu International Airport (KKIA), terminal 1. Masters thesis, Universiti Malaysia Sabah.
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Abstract
The study was designed to investigate the relationship between airport service quality and passenger satisfaction. An empirical investigation of air passengers travelling through Kata Kinabalu International Airport (KKIA), Terminal 1 was carried out through the use of self-administered survey questionnaires, 168 usable responses were received representing an 84% response rate. The empirical results reveal that passengers were neither satisfied nor dissatisfied with the current airport service quality. Airport service quality strongly influences passenger satisfaction. It was also found that in explaining the diversion quality was the most significant to passengers. Thus, based on the research findings, the data supported the research objective, in which the passengers' perception on airport service quality influenced their satisfaction at Kata Kinabalu International Airport (KKIA) during the development of the new terminal building.
| Item Type: | Thesis (Masters) |
|---|---|
| Keyword: | Airport service quality, Passenger satisfaction, Service quality assessment, Customer perception, Air transport services, Terminal development |
| Subjects: | H Social Sciences > HE Transportation and Communications > HE1-9990 Transportation and communications > HE9761-9900 Air transportation. Airlines |
| Department: | SCHOOL > School of Business and Economics |
| Depositing User: | DG MASNIAH AHMAD - |
| Date Deposited: | 23 Apr 2025 10:18 |
| Last Modified: | 23 Apr 2025 10:18 |
| URI: | https://eprints.ums.edu.my/id/eprint/43558 |
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