Customer satisfactions towards quality services of Sultan Ismail Petra Airport

This research presents the customer satisfaction towards quality service of Sultan
Ismail Petra Airport, Kota Bharu, Kelantan, Malaysia. This study will focus on the
customer's satisfaction towards Sultan Ismail Petra Airport based on waiting areas,
security and the parking facilities. Airport is one of the most complex facilities which
connect several business units to fulfil their roles within the air transport industry.
Managing these entire business networks is one of the challenging areas. It contains
suppliers, airlines, airport operators, customs, security, immigration and others. The
purpose of this paper is to analyze the customers' satisfaction on Sultan Ismail Petra
Airport based on their quality service. This study involved a combined methodology to
data collection. Stratified sampling is being used in this study and questionnaire will be
distributed to 140 respondents of Sultan Ismail Petra Airport. Statistical Product and
Service Solution (SPSS) will be used to calculate the findings and Pearson’s
Correlation Coefficient used to test the influences waiting area, security and parking
facilities towards customer satisfaction on quality service of Sultan Ismail Petra Airport.
After collect data and generate the data, researcher found that these three factors have
moderate influence towards quality service. Among three factors, waiting area
(correlation=0.579) has the highest influences, follow by security (correlation=0.530)
and lastly is parking facilities (correlation=0.427). The significant of these three factors
are 0.000. As a conclusion, the three hypotheses in this research is supported