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...
Published in: | Journal of Air Transport Management |
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Elsevier Ltd
2020
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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 |
_version_ |
1809678482320392192 |