Customers’ satisfaction towards Penang International Airport Services / Nasirah Saidin, Nazatul Nadhirah Nazarudin and Wan Nursyahidatul Husna Mohd Noor

Saidin, Nasirah and Nazarudin, Nazatul Nadhirah and Mohd Noor, Wan Nursyahidatul Husna (2016) Customers’ satisfaction towards Penang International Airport Services / Nasirah Saidin, Nazatul Nadhirah Nazarudin and Wan Nursyahidatul Husna Mohd Noor. [Student Project] (Unpublished)

Abstract

This study conduct to know the factors (tangible, reliability, responsiveness, assurance and empathy) that affecting the customers’ satisfaction towards Penang International Airport service. Sample size of this study was 384 passengers in Penang International Airport by using Simple Random Sampling. The data was collected online through Google Drive with a self-administered questionnaire and it was analyzed using independent t-test and multiple linear regression. From this study, researcher know that between local and foreigner passenger, there were statistically significant difference of satisfaction of airport services. Tangible, Assurance and Empathy were found to have a significant influence on the Customers’ Satisfaction towards Penang International Airport. The findings of this study will help airport administrators to identify important factors that affecting the customers’ satisfaction in the airport

Metadata

Item Type:	Student Project
Creators:	Creators Email / ID Num. Saidin, Nasirah 2014559275 Nazarudin, Nazatul Nadhirah 2014565689 Mohd Noor, Wan Nursyahidatul Husna 2014700097
Contributors:	Contribution Name Email / ID Num. Thesis advisor Othman, Siti Fatimah UNSPECIFIED
Subjects:	H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling H Social Sciences > HF Commerce > Consumer satisfaction H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions:	Universiti Teknologi MARA, Kelantan > Kota Bharu Campus > Faculty of Computer and Mathematical Sciences
Programme:	Bachelor of Science (Hons.) (Statistics)
Keywords:	Tangible, reliability, responsiveness, assurance and empathy
Date:	September 2016
URI:	https://ir.uitm.edu.my/id/eprint/34493