Study of young passengers' preference of Kuala Lumpur International Airport service quality
The purpose of this paper is to contribute to the development of a conceptual model of service quality in airports by conducting an empirical investigation into passengers’ expectations for this service industry. The paper is a qualitative exploration of the airport experience from the passengers’ p...
| Main Authors: | , , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2012
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/8428/1/p1446.pdf |
| _version_ | 1803625609815916544 |
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| author | Ng, Khang Sheng Chan, Wei Sheng Yeap, Li Hoi Sabar, Rohafiz |
| author_facet | Ng, Khang Sheng Chan, Wei Sheng Yeap, Li Hoi Sabar, Rohafiz |
| author_sort | Ng, Khang Sheng |
| collection | UUM |
| description | The purpose of this paper is to contribute to the development of a conceptual model of service quality in airports by conducting an empirical investigation into passengers’ expectations for this service industry. The paper is a qualitative exploration of the airport experience from the passengers’ perspective was combined with a review of relevant literature to identify variables, to clarify basic concepts and to generate a conceptual model of airport service quality expectation. The paper’s quantitative research was used to develop a self-report scale to measure passenger expectations of airport service quality, to test dimensionality and to evaluate scale reliability and validity. The findings were based on quantitative research on nearly 150 IPT students provided results suggesting that passenger’ an expectation of KLIA service quality is a multidimensional, hierarchical construct that includes three key dimensions: function, interaction and diversion. Research limitations are low budget of research and time limitation. |
| first_indexed | 2024-07-04T05:37:00Z |
| format | Conference or Workshop Item |
| id | uum-8428 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T05:37:00Z |
| publishDate | 2012 |
| record_format | dspace |
| spelling | uum-84282016-04-20T08:20:18Z https://repo.uum.edu.my/id/eprint/8428/ Study of young passengers' preference of Kuala Lumpur International Airport service quality Ng, Khang Sheng Chan, Wei Sheng Yeap, Li Hoi Sabar, Rohafiz HD Industries. Land use. Labor HE Transportation and Communications The purpose of this paper is to contribute to the development of a conceptual model of service quality in airports by conducting an empirical investigation into passengers’ expectations for this service industry. The paper is a qualitative exploration of the airport experience from the passengers’ perspective was combined with a review of relevant literature to identify variables, to clarify basic concepts and to generate a conceptual model of airport service quality expectation. The paper’s quantitative research was used to develop a self-report scale to measure passenger expectations of airport service quality, to test dimensionality and to evaluate scale reliability and validity. The findings were based on quantitative research on nearly 150 IPT students provided results suggesting that passenger’ an expectation of KLIA service quality is a multidimensional, hierarchical construct that includes three key dimensions: function, interaction and diversion. Research limitations are low budget of research and time limitation. 2012-12 Conference or Workshop Item PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/8428/1/p1446.pdf Ng, Khang Sheng and Chan, Wei Sheng and Yeap, Li Hoi and Sabar, Rohafiz (2012) Study of young passengers' preference of Kuala Lumpur International Airport service quality. In: Simposium Pengurusan Teknologi, Operasi & Logistik (SIPTIK III), 11-12 Disember 2012, Universiti Utara Malaysia. http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000792423 |
| spellingShingle | HD Industries. Land use. Labor HE Transportation and Communications Ng, Khang Sheng Chan, Wei Sheng Yeap, Li Hoi Sabar, Rohafiz Study of young passengers' preference of Kuala Lumpur International Airport service quality |
| title | Study of young passengers' preference of Kuala Lumpur International Airport service quality |
| title_full | Study of young passengers' preference of Kuala Lumpur International Airport service quality |
| title_fullStr | Study of young passengers' preference of Kuala Lumpur International Airport service quality |
| title_full_unstemmed | Study of young passengers' preference of Kuala Lumpur International Airport service quality |
| title_short | Study of young passengers' preference of Kuala Lumpur International Airport service quality |
| title_sort | study of young passengers preference of kuala lumpur international airport service quality |
| topic | HD Industries. Land use. Labor HE Transportation and Communications |
| url | https://repo.uum.edu.my/id/eprint/8428/1/p1446.pdf |
| work_keys_str_mv | AT ngkhangsheng studyofyoungpassengerspreferenceofkualalumpurinternationalairportservicequality AT chanweisheng studyofyoungpassengerspreferenceofkualalumpurinternationalairportservicequality AT yeaplihoi studyofyoungpassengerspreferenceofkualalumpurinternationalairportservicequality AT sabarrohafiz studyofyoungpassengerspreferenceofkualalumpurinternationalairportservicequality |