Determinant of elements in influencing customer satisfaction: a study on MAS ground services among first class and business class passengers

Customer satisfaction has been found to drive buyer’s decisions about the firms from which they will repurchase goods or services. The objectives of this study are (1) To identify customer perception towards services being offered, (2) To determine whether there are any significant differences between First and Business Class passenger towards MAS ground services, and (3) To provide recommendations to MAS in improving their current services for better services in the future. A set of 100 questionnaires were distributed to the respondents who fly with MAS First and Business Class. 39 questions were asked to gather information. Questions can be divided into Section A (Respondent Profile), Section B (Check-in), Section C (Golden Lounge) and Section D (Departure Gate). Section B, C and D can be divided into several attributes which under these attributes have its several elements that may influence customer satisfaction. From this study, it can be conclude that majority of the respondents are satisfied with the service being offered by MAS ground services. Even though majority of the respondents have a high percentage on perception of satisfaction towards service provided, but there are still a need for MAS to make an improvement in their service from time to time in order to increase the level of passenger’s satisfaction on ground services.