Source Text

Abstract

The purpose of this is to further discuss the conceptual model of managing customer expectation of the
airport experience from the passengers- perspective. Managing customer expectation is crucial to the
airport business where the correlation between customer satisfaction and profitability has been widely
accepted. The understanding of customer expectation becomes very important for airport management
to further explore the airport service quality that will differentiate the success of airport business. This
research paper will be focusing on passenger - the end users of airports facilities and services together
with relevant examples that will further illustrate the concept of managing customer expectation together
with example of how it makes the difference for the success of an airport business.

1. Introduction
In the last decade, with the increasing competitive environment, airports worldwide have come a long
way since the years of providing only airport operations services to a complex and diversified
businesses. The rapid changes in airport business model - from an industry that was entirely owned
and operated by the government to privatization and emerges of low-cost carriers will give significant
impact on airport operations and customer service management. Re-architecting the passenger
experience requires discipline, investment, and a deeper understanding of passengers, in terms of
demographics, behaviours, attitudes, and needs. This will create a significant opportunity for revenue,
growth, and competitive positioning. The main reason many airports are focusing more in entertaining
the customer mainly because according to a study done by J.D. Power and Associates, "Happy
passengers are super spenders" which acknowledge that when passengers reported the highest levels
of satisfaction with an airport, their retail spending will increase by 45%. This will be a great impact to
the airports business as many of the airports worldwide have shifted their focus more towards the
non-aeronautical revenues. Since then, airports have made a lot of investment on various customer
service initiatives and developing plans to improve efficiency and to increase revenues from
concessions and other airport services.

In this research, the concept of managing customer expectation on passenger service quality of Kuala
Lumpur International Airport (KLIA) is explored by examining a number of factors that simultaneously
influence passengers- satisfaction. KLIA is managed by Malaysia Airports, an airport management
company that was established in 1992 to focus on the operations, management and maintenance of 5
international airports, 16 domestic airports, and 18 short take-off and landing ports (STOLports) in
Malaysia. In 2013, Malaysia Airports recorded an all-time high of 79.6 million passengers passing
through Malaysia Airports 39 airports in Malaysia.

What Is Customer Service?

Customer service is the process of ensuring customer satisfaction with a product or service. Often,
customer service takes place while performing a transaction for the customer, such as making a sale or
returning an item. Customer service can take the form of an in-person interaction, a phone call,
self-service systems, or by other means. Customer service is the provision of service to customers
before, during and after a purchase. The perception of success of such interactions is dependent on
employees "who can adjust themselves to the personality of the guest". [1] Customer service concerns
Text Analysis
Readability
Flesch Reading Ease: 31.3

Grade Levels
Flesch-Kincaid Grade Level: 15.3
Gunning Fog Index: 19.6
Coleman-Liau Index: 14.3
SMOG: 17.1
Automated Readability Index: 17.2

Average Grade Level 16.7

Statistics
Word Count: 15351
Character Count: 83676
Lexical Density: 99.0%

Unique Words: 3232

Complex Words: 3536
Number of Paragraphs: 1
Syllable Count: 27068
Sentence Count: 592
Characters Per Word: 5.5
Syllables per Word: 1.8
Average Sentence Length: 25.9

Keywords
1. The 5.7%
2. and 3.8%
3. to 3.7%
4. of 2.5%
5. customer 1.8%
6. In 1.4%
7. airport 1.2%
8. that 1.1%
9. is 1.1%
10. service 1.1%
Plagiarism results
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