Customer satisfaction of the airlines industry in kelantan

In line with the establishment of various service industries have been established to advance a country regardless of political, economic, or social aspects. Airline services have also grown rapidly over time. Various types or companies established in this flight service include Air Asia and Malaysia Airlines. This service is widely welcomed by all Malaysians who want to travel anywhere in the country or abroad. This airline is also in several places, especially at Pengkalan Chepa Airport. This study was carried out to determine customer satisfaction in the airlines industry in Pengkalan Chepa. A Likert scale was used to perform the investigation utilising quantitative approaches. The researcher collects information from random customers who use the following services and the data collected is also analysed using correlation analysis and Pearson correlation analysis techniques. A total of 200 respondent answered some random questions that were given by the researcher to get information on how satisfied they are. The questions were distributed to respondents who use flight services at Pengkalan Chepa Airlines to complete this study. Quantitative methods were used to collect the necessary data. Most of the questions asked focus on the factors that have influenced in determining the level of customer satisfaction in terms of price, airport environment and service in influencing customer satisfaction towards airlines industry. This study can provide an insight into the industry regarding the level of customer satisfaction and can make the airport in Pengkalan Chepa aware that the customers is very important to continue their business. All improvements also need to be taken seriously in terms of service and environment there. Finally, some other determinants are recommended to be included in the research and obtain further reasoning.
Keywords:Airlines Industry; identity: Customer satisfaction in the airlines industry.