DETERMINING THE ACCEPTANCE FACTORS OF SERVICES PROVIDED BY AIRASIA AIRLINES BY PASSENGERS AT SENAI INTERNATIONAL AIRPORT

ISHAK, FARAH ADILA (2017) DETERMINING THE ACCEPTANCE FACTORS OF SERVICES PROVIDED BY AIRASIA AIRLINES BY PASSENGERS AT SENAI INTERNATIONAL AIRPORT. Other thesis, UNIVERSITI TUN HUSSIEN ONN MALAYSIA.

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Abstract

The aim of this study is to determine the acceptance factors that influence in existing service provided on passenger satisfaction in Airasia airline as a one of the low-cost carrier industry. Various variables which influences on passengers such as baggage handling services system, on board flight environment and online purchasing ticket. A total of 100 respondents were from domestic and international departures on a boarding waiting time at Senai International Airport, Johor Bharu. The problem statement in this study is “The acceptance factors of the existing services provided by Airasia are not well effective that can give impact to the customer’s comfortably when they purchase the Airasia services (Kalaiarasan et al., 2015). The online purchasing ticket, baggage system services and cabin facility and services still get the complaint and negative perception from customers even thought, Airasia already long established in Malaysia and one of the biggest airlines company in the Asia”. Moreover, the results from this research would be assist Airasia airline managers to better serve their customers, monitor and develop in future to deliver better service quality to achieve the highest level of their passenger’s satisfaction. This research will use SERQUAL instruments for the dimensions of the service quality. This study is recommended to Airasia airline as a low-cost carrier to improve their existing service provided and give great service in future in order to maintain the sustainability in long term on a passenger’s perspective and also keep as a market leader in Airlines industry.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HA Statistics
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Technology Management and Business > Department of Production and Operation Management
Depositing User: Mr. Te Chuan Lee
Date Deposited: 07 Mar 2018 09:46
Last Modified: 07 Mar 2018 09:46
URI: http://ethesis.uthm.edu.my/id/eprint/464

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