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A study of passengers' satisfaction on airport service quality

Chong, Mun Jie and Sabar, Rohafiz (2012) A study of passengers' satisfaction on airport service quality. In: Simposium Pengurusan Teknologi, Operasi & Logistik (SIPTIK III), 11-12 Disember 2012, Universiti Utara Malaysia.

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The fast growth number of air transportation and air passengers require better service from airports.Previously, academic literatures are seldom concentrated on airport service quality because of lack of competition among airports. There is unexplored field on the airport service. Airport service is a “green field” that waiting to be explored. The study is to determine the factors contribute to airport service quality influence passengers’ satisfaction and develop a theoretical framework for improve airport service quality.The study used the secondary data collected from literatures related to airport service. The study successful determined factors of airport service quality and develop a theoretical framework.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN: 9789832078739 ANJURAN: Pusat Pengajian Pengurusan, Teknologi dan Logistik (STML), Universiti Utara Malaysia
Uncontrolled Keywords: Airport, Service Quality, Passenger Satisfaction, Passenger Expectation, Theoretical Framework
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: School of Technology Management & Logistics
Depositing User: Dr. Rohafiz Sabar
Date Deposited: 02 Jul 2013 04:05
Last Modified: 20 Apr 2016 01:50

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