Relocation of Air Asia services at KKIA : impact on customer satisfaction / Muhammad Nazmie Mat Nasir and Falnidah Jabin

• Main Authors: Mat Nasir, Muhammad Nazmie, Jabin, Falnidah
• Format: Student Project
• Language: English
• Published: 2016
• Subjects: Consumer satisfaction; Customer services. Customer relations; Airport terminals
• Online Access: https://ir.uitm.edu.my/id/eprint/50395/1/50395.pdf; https://ir.uitm.edu.my/id/eprint/50395/

Low cost carriers have become dominant players in the airlines industry in the recent years. Air Asia Malaysia has made a remarkable revolution in the air travel with rapidly increasing growth over the years. The most concern of any airlines corporation would always be the fulfilling the customers' needs by providing benefits and services top of its class. Service quality remains essential in reflecting sales profitability and sustainability of the firm. In December 2015, Air Asia started their operation at the new Terminal which is Terminal 1 KKIA. This creates an attention for us to investigate the impact of this relocation to the customer satisfaction as they are several issues arise because of this relocation. Hence, this study aims to determine the significance of contributing factors which is price, road congestion and service quality towards customer satisfaction of Air Asia at the new Terminal.