KLAS in – flight catering: measuring the effectiveness of service quality towards customer satisfaction / Mohd Syafierul Sabu

Sabu, Mohd Syafierul (2010) KLAS in – flight catering: measuring the effectiveness of service quality towards customer satisfaction / Mohd Syafierul Sabu. [Student Project] (Unpublished)

Abstract

The purpose of this research is to investigate the effectiveness of service quality implemented by KLAS In-Flight Catering towards customer satisfaction. The other objective is identifying the level of customer satisfaction towards the service implemented by KLAS In-Flight Catering through various dimensions which is tangibility, reliability, responsiveness, assurance and empathy. A survey questionnaire which consisted of three parts to measure demographic factors, independent variables and dependent variable was constructed. 50 respondents were selected randomly from nine international airlines which are KLAS IFC current customers. The result shows that mean average of customer satisfaction is 3.85 which are at average and satisfaction level. This research is hoped to enhance the level of service quality through various dimensions and thus increasing the level of customer satisfaction.

Metadata

Item Type:	Student Project
Creators:	Creators Email / ID Num. Sabu, Mohd Syafierul UNSPECIFIED
Subjects:	H Social Sciences > HD Industries. Land use. Labor > Food industry and trade. Halal food industry. Certification H Social Sciences > HF Commerce > Consumer satisfaction
Divisions:	Universiti Teknologi MARA, Melaka > Bandaraya Melaka Campus > Faculty of Business and Management
Keywords:	Service quality; Customer satisfaction; KLAS In-Flight Catering
Date:	2010
URI:	https://ir.uitm.edu.my/id/eprint/25518