Customer satisfaction of the airlines in Sultan Ismail Petra Airport, Kota Bharu Kelantan

Abstract

This study aimed to examine about customer satisfaction of Malaysia airlines industry. According to media sources and public knowledge, Kota Bharu Airport may suffer certain issues. Flight delays can be brought on by a few things, including inclement weather, mechanical issues with the aircraft, or logistical issues with the airport. The objective of the study in the research attempted, to examine the relationship between services quality of Malaysia Airlines Industry. According to Krejcie & Morgan (1970)’s sample size table 200 respondents will be chosen from the population. 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. 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.