Relocation of Air Asia services at KKIA : impact on customer satisfaction / Muhammad Nazmie Mat Nasir and Falnidah Jabin

Mat Nasir, Muhammad Nazmie and Jabin, Falnidah (2016) Relocation of Air Asia services at KKIA : impact on customer satisfaction / Muhammad Nazmie Mat Nasir and Falnidah Jabin. [Student Project] (Unpublished)

Abstract

Low cost carriers have become dominant players in the airlines industry in the recent
years. Air Asia Malaysia has made a remarkable revolution in the air travel with
rapidly increasing growth over the years. The most concern of any airlines
corporation would always be the fulfilling the customers' needs by providing benefits
and services top of its class. Service quality remains essential in reflecting sales
profitability and sustainability of the firm. In December 2015, Air Asia started their
operation at the new Terminal which is Terminal 1 KKIA. This creates an attention for
us to investigate the impact of this relocation to the customer satisfaction as they are
several issues arise because of this relocation. Hence, this study aims to determine
the significance of contributing factors which is price, road congestion and service
quality towards customer satisfaction of Air Asia at the new Terminal.

Metadata

Item Type:	Student Project
Creators:	Creators Email / ID Num. Mat Nasir, Muhammad Nazmie UNSPECIFIED Jabin, Falnidah UNSPECIFIED
Subjects:	H Social Sciences > HF Commerce > Consumer satisfaction H Social Sciences > HF Commerce > Customer services. Customer relations T Technology > TL Motor vehicles. Aeronautics. Astronautics > Airport terminals
Divisions:	Universiti Teknologi MARA, Sabah > Kota Kinabalu Campus > Faculty of Administrative Science and Policy Studies
Programme:	Bachelor of Administrative Science (Hons)
Keywords:	Air Asia services; Customer service; Customer satisfaction
Date:	December 2016
URI:	https://ir.uitm.edu.my/id/eprint/50395