A study on customers satisfaction toward servicescape at Kota Kinabalu International Airport (KKIA) Terminal 2 / Khairol Azwan Kassim

KKIA Terminal Two started their operation on 1 January 2007. Kota Kinabalu International Airport (Terminal 1 and 2) is the second busiest airport in Malaysia. KKIA Terminal Two can hold up to three million passengers annually and it can handle 1,200 passengers per hour. There are 26 check-in counters for international and domestic flights, add with a total of 13 immigration counters, seven for departures and six for arrivals in place. Besides that, there are seven luggage x-ray machines and three baggage carousels. Also available are 750 public seating and 500 trolleys for use by passengers. In addition, there are also check-in counters in the centre of the building. Flight check-in information is easy to bind where the passengers can directly see it upon entering the Terminal. First timer to Kota Kinabalu (KK) can find the information counter easily when exiting from the arrival hall. Information on accommodation and its destination and transportation is readily available. This study focuses on customers, the end users of airport facilities and services. Customers' satisfaction is depending on the servicescape provided by the Terminal. The airport is not a destination for air travellers. It is a transition point. At the airport, passengers meet a bundle of tangible and intangible services in a physical setting that Bitner (1992) might characterized as a "servicescape", similar to a hospital, with many corridors, queues, signs and complex interactions. It is common for customers to spend an extended period of time in the airport servicescape, averaging over one hour once they have entered the terminal.