User's satisfaction towards maintenance work in airport terminal at KLIA / Muhammad Syu'ib Zainudin

Kuala Lumpur International Airport (KLIA) is an international airport that has been a border control allowing passengers to travel between countries. Airport development may require having a good quality of facilities to make the airport operate efficiently in the post-development stage. However, from the opening of KLIA, it has faced several problems in both fundamentals of operation and the facilities. The problem happens affect the users' satisfaction level. This research finding being achieved is to fulfil the objectives which are to identify the types of maintenance work required for the facilities provided at the airport terminal in KLIA and to measure the satisfaction level of the airport terminal users regarding the effectiveness of the maintenance work delivered by KUA. This research focusing on the physical facilities provided in the KLIA terminal. Several factors on users' satisfaction related to airport terminal are enjoyment, confidence, cleanliness, layout arrangement and efficiency of the facilities provided. The research was conducted by using the quantitative method, which incorporates desktop research and questionnaire instrument in collecting the data.