Customers’ satisfaction towards Penang International Airport Services / Nasirah Saidin, Nazatul Nadhirah Nazarudin and Wan Nursyahidatul Husna Mohd Noor
This study conduct to know the factors (tangible, reliability, responsiveness, assurance and empathy) that affecting the customers’ satisfaction towards Penang International Airport service. Sample size of this study was 384 passengers in Penang International Airport by using Simple Random Sampling....
| Main Authors: | , , |
|---|---|
| Format: | Student Project |
| Language: | English |
| Published: |
2016
|
| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/34493/1/34493.pdf |
| _version_ | 1796903841660141568 |
|---|---|
| author | Saidin, Nasirah Nazarudin, Nazatul Nadhirah Mohd Noor, Wan Nursyahidatul Husna |
| author_facet | Saidin, Nasirah Nazarudin, Nazatul Nadhirah Mohd Noor, Wan Nursyahidatul Husna |
| author_sort | Saidin, Nasirah |
| collection | UITM |
| description | This study conduct to know the factors (tangible, reliability, responsiveness, assurance and empathy) that affecting the customers’ satisfaction towards Penang International Airport service. Sample size of this study was 384 passengers in Penang International Airport by using Simple Random Sampling. The data was collected online through Google Drive with a self-administered questionnaire and it was analyzed using independent t-test and multiple linear regression. From this study, researcher know that between local and foreigner passenger, there were statistically significant difference of satisfaction of airport services. Tangible, Assurance and Empathy were found to have a significant influence on the Customers’ Satisfaction towards Penang International Airport. The findings of this study will help airport administrators to identify important factors that affecting the customers’ satisfaction in the airport |
| first_indexed | 2024-03-06T02:26:10Z |
| format | Student Project |
| id | oai:ir.uitm.edu.my:34493 |
| institution | Universiti Teknologi MARA |
| language | English |
| last_indexed | 2024-03-06T02:26:10Z |
| publishDate | 2016 |
| record_format | dspace |
| spelling | oai:ir.uitm.edu.my:344932020-09-23T07:21:55Z https://ir.uitm.edu.my/id/eprint/34493/ Customers’ satisfaction towards Penang International Airport Services / Nasirah Saidin, Nazatul Nadhirah Nazarudin and Wan Nursyahidatul Husna Mohd Noor Saidin, Nasirah Nazarudin, Nazatul Nadhirah Mohd Noor, Wan Nursyahidatul Husna Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations This study conduct to know the factors (tangible, reliability, responsiveness, assurance and empathy) that affecting the customers’ satisfaction towards Penang International Airport service. Sample size of this study was 384 passengers in Penang International Airport by using Simple Random Sampling. The data was collected online through Google Drive with a self-administered questionnaire and it was analyzed using independent t-test and multiple linear regression. From this study, researcher know that between local and foreigner passenger, there were statistically significant difference of satisfaction of airport services. Tangible, Assurance and Empathy were found to have a significant influence on the Customers’ Satisfaction towards Penang International Airport. The findings of this study will help airport administrators to identify important factors that affecting the customers’ satisfaction in the airport 2016-09 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/34493/1/34493.pdf Customers’ satisfaction towards Penang International Airport Services / Nasirah Saidin, Nazatul Nadhirah Nazarudin and Wan Nursyahidatul Husna Mohd Noor. (2016) [Student Project] (Unpublished) |
| spellingShingle | Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations Saidin, Nasirah Nazarudin, Nazatul Nadhirah Mohd Noor, Wan Nursyahidatul Husna Customers’ satisfaction towards Penang International Airport Services / Nasirah Saidin, Nazatul Nadhirah Nazarudin and Wan Nursyahidatul Husna Mohd Noor |
| title | Customers’ satisfaction towards Penang International Airport Services / Nasirah Saidin, Nazatul Nadhirah Nazarudin and Wan Nursyahidatul Husna Mohd Noor |
| title_full | Customers’ satisfaction towards Penang International Airport Services / Nasirah Saidin, Nazatul Nadhirah Nazarudin and Wan Nursyahidatul Husna Mohd Noor |
| title_fullStr | Customers’ satisfaction towards Penang International Airport Services / Nasirah Saidin, Nazatul Nadhirah Nazarudin and Wan Nursyahidatul Husna Mohd Noor |
| title_full_unstemmed | Customers’ satisfaction towards Penang International Airport Services / Nasirah Saidin, Nazatul Nadhirah Nazarudin and Wan Nursyahidatul Husna Mohd Noor |
| title_short | Customers’ satisfaction towards Penang International Airport Services / Nasirah Saidin, Nazatul Nadhirah Nazarudin and Wan Nursyahidatul Husna Mohd Noor |
| title_sort | customers satisfaction towards penang international airport services nasirah saidin nazatul nadhirah nazarudin and wan nursyahidatul husna mohd noor |
| topic | Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Customer services. Customer relations |
| url | https://ir.uitm.edu.my/id/eprint/34493/1/34493.pdf |
| work_keys_str_mv | AT saidinnasirah customerssatisfactiontowardspenanginternationalairportservicesnasirahsaidinnazatulnadhirahnazarudinandwannursyahidatulhusnamohdnoor AT nazarudinnazatulnadhirah customerssatisfactiontowardspenanginternationalairportservicesnasirahsaidinnazatulnadhirahnazarudinandwannursyahidatulhusnamohdnoor AT mohdnoorwannursyahidatulhusna customerssatisfactiontowardspenanginternationalairportservicesnasirahsaidinnazatulnadhirahnazarudinandwannursyahidatulhusnamohdnoor |