FYP Report – ‘A Study on Passenger Satisfaction Toward Terminal Operation and Services at Kuala Lumpur International Airport (KLIA)’.

Abstract: The main service providers in airport management are the employees, airport operator (either public or private administration), airline companies and ground handling firms. However, all these players serve to create one common goal; passenger satisfaction. The journey of arriving and departing passengers starts as soon as they land or arrive at the airport. During their time at the airport, passengers are served by various service providers at security control, check-in counters, passport control, and during baggage access and boarding processes. Passenger satisfaction is impacted by the service levels during these stages. Long waiting times can cause dissatisfaction among the passengers and can reduce the perceived service quality at airports.

by: Diyana Athirah Khairudin (Bach. of Aviation Management, 2019)

Kindly visit portal ‘UniKL IR’ or click https://ir.unikl.edu.my/jspui/ to get the full FYP report for the above title.

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Malaysian Institute of Aviation Technology (UniKL MIAT) is the nation’s premier aviation training institution established in 1997 via a collaborative effort between MARA and Northrop-Rice, a technology provider from USA and was initially known as MARA-Northrop Rice Institute.

UniKL MIAT became the first Maintenance Training (MTO) to be by the Department of Civil Aviation and later by Frost and Sullivan as the Asia Pacific Aviation Workforce Development 2008. We are an award winner of Aviation Human Resource Development for Asia Pacific by a reputable global consulting firm, Frost and Sullivan.

With world-class infrastructures, state of the art facilities including live workshops and hangars highly trained and multi-skilled teaching personnel and a comprehensive training institute complying with international technical and industry requirement, UniKL MIAT graduates are well prepared to meet the demand of current and future aircraft maintenance technology.

For more information, kindly visit https://www.unikl.edu.my/institutes/miat/

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