Key drivers of passengers' overall satisfaction at klia2 terminal

The purpose of this study is to examine the airport service quality dimensions based on the ASQ survey and investigate the best predictor for overall satisfaction. The context of this study is the klia2 terminal passengers, which are predominantly users of the low-cost carriers at Kuala Lumpur Inter...

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Published in:Journal of Air Transport Management
Main Author: Isa N.A.M.; Ghaus H.; Hamid N.A.; Tan P.-L.
Format: Article
Language:English
Published: Elsevier Ltd 2020
Online Access:https://www.scopus.com/inward/record.uri?eid=2-s2.0-85087387479&doi=10.1016%2fj.jairtraman.2020.101859&partnerID=40&md5=d475dab26a7d6862a591fa062cbd2187
id 2-s2.0-85087387479
spelling 2-s2.0-85087387479
Isa N.A.M.; Ghaus H.; Hamid N.A.; Tan P.-L.
Key drivers of passengers' overall satisfaction at klia2 terminal
2020
Journal of Air Transport Management
87

10.1016/j.jairtraman.2020.101859
https://www.scopus.com/inward/record.uri?eid=2-s2.0-85087387479&doi=10.1016%2fj.jairtraman.2020.101859&partnerID=40&md5=d475dab26a7d6862a591fa062cbd2187
The purpose of this study is to examine the airport service quality dimensions based on the ASQ survey and investigate the best predictor for overall satisfaction. The context of this study is the klia2 terminal passengers, which are predominantly users of the low-cost carriers at Kuala Lumpur International Airport. Secondary data obtained from the airport operator on the 2016 ASQ survey for the klia2 terminal was analysed using the PLS-SEM method. The grouping and impact of the thirty-three service quality elements from the ASQ survey were tested against the overall satisfaction element. The findings indicated that twenty-two out of the thirty-three elements were valid measures for the klia2 terminal users which forms the eight dimensions i.e. access, airport environment, airport facilities, arrival services, check-in, finding your way, passport and security. Airport environment was found as the best predictor in determining passengers’ overall satisfaction at klia2 terminal and should be given particular focus by the airport operator for continuous improvements. © 2020 The Authors
Elsevier Ltd
9696997
English
Article
All Open Access; Hybrid Gold Open Access
author Isa N.A.M.; Ghaus H.; Hamid N.A.; Tan P.-L.
spellingShingle Isa N.A.M.; Ghaus H.; Hamid N.A.; Tan P.-L.
Key drivers of passengers' overall satisfaction at klia2 terminal
author_facet Isa N.A.M.; Ghaus H.; Hamid N.A.; Tan P.-L.
author_sort Isa N.A.M.; Ghaus H.; Hamid N.A.; Tan P.-L.
title Key drivers of passengers' overall satisfaction at klia2 terminal
title_short Key drivers of passengers' overall satisfaction at klia2 terminal
title_full Key drivers of passengers' overall satisfaction at klia2 terminal
title_fullStr Key drivers of passengers' overall satisfaction at klia2 terminal
title_full_unstemmed Key drivers of passengers' overall satisfaction at klia2 terminal
title_sort Key drivers of passengers' overall satisfaction at klia2 terminal
publishDate 2020
container_title Journal of Air Transport Management
container_volume 87
container_issue
doi_str_mv 10.1016/j.jairtraman.2020.101859
url https://www.scopus.com/inward/record.uri?eid=2-s2.0-85087387479&doi=10.1016%2fj.jairtraman.2020.101859&partnerID=40&md5=d475dab26a7d6862a591fa062cbd2187
description The purpose of this study is to examine the airport service quality dimensions based on the ASQ survey and investigate the best predictor for overall satisfaction. The context of this study is the klia2 terminal passengers, which are predominantly users of the low-cost carriers at Kuala Lumpur International Airport. Secondary data obtained from the airport operator on the 2016 ASQ survey for the klia2 terminal was analysed using the PLS-SEM method. The grouping and impact of the thirty-three service quality elements from the ASQ survey were tested against the overall satisfaction element. The findings indicated that twenty-two out of the thirty-three elements were valid measures for the klia2 terminal users which forms the eight dimensions i.e. access, airport environment, airport facilities, arrival services, check-in, finding your way, passport and security. Airport environment was found as the best predictor in determining passengers’ overall satisfaction at klia2 terminal and should be given particular focus by the airport operator for continuous improvements. © 2020 The Authors
publisher Elsevier Ltd
issn 9696997
language English
format Article
accesstype All Open Access; Hybrid Gold Open Access
record_format scopus
collection Scopus
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