THE CUSTOMER SATISFACTION WITH SERVICE QUALITY IN KLIA2

Abstract

This research was done as the project thesis for Master of Business Administration in INTI International University. The Objective of this research was to find out the customer satisfaction with service quality in KLIA2. KLIA2 is a new airport in Malaysia, which started its operations on 2 May 2014, it has an initial capacity of 45 million passengers per year, the customer satisfaction is one of the most important things in the airport, it need require airport management to provide the higher service quality for customers. Hence, this research has examined the relationship between the Assurance factor, Tangibles factor, Reliability factor, Responsiveness factor and empathy factor with the customer satisfaction in KLIA2. The research carried out by the distribution of questionnaires to those customers in the airport, at the same time to send to those international students. The descriptive analysis, normality test, validity test, reliability test correlation analysis and regression test were performed using SPSS software on the collected data. At the end of the research, the study shows that the theoretical is related to empirical study thus the results were summarized. The validity and reliability of the result can be regarded as good overall. The regression test showed that the examined factors such as Assurance factor, Tangibles factor, Reliability factor, Responsiveness factor and empathy factor had significant relationship towards the customer satisfaction with service quality in KLIA2. The hypotheses were supported, and the R square value is equal to 0.459. This is indicating that the proposed research model can explain the45.9% of the factors that influence customer satisfaction. The result of finding may help the airport management to improve the empathy and reliability of service quality provided by employees lead to higher customer satisfaction level.