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Study of young passengers' preference of Kuala Lumpur International Airport service quality

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.

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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.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN: 9789832078739 ANJURAN: Pusat Pengajian Pengurusan, Teknologi dan Logistik (STML), Universiti Utara Malaysia
Subjects: H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HE Transportation and Communications
Divisions: School of Quantitative Sciences
Depositing User: Dr. Rohafiz Sabar
Date Deposited: 02 Jul 2013 03:30
Last Modified: 20 Apr 2016 08:20

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