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
| 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 |
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34493.pdf
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- Bilik Koleksi Akses Terhad Kampus Kota Bharu, Kelantan
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