Enhancing and marketing Kuching International Airport image to its expectation as international airport / Abdul Kadir Hamali

It is not surprisingly, customer nowadays have a high expectation. As they are more demanding, there is a need to conduct a study on customer satisfaction, besides to gain better quality in their service. Airports, like any other service organization are confronted with the issues of how best to serve their customers with varying taste and needs. Being one of the first points of contact visitors and their destination, airports today are more sensitive towards providing excellent customer service. Passenger service in the airports includes the passenger processing from the time they arrive at the terminal curbside until they are compressed into the aircraft on flight boarding. The passenger processing formalities is a prime concern that will create a moment of truth among airport users. It also looks into the various systems and facilities that are available at the airport, together with procedures and process that were adopted in the passengers processing at the terminal.