PENILAIAN KE ATAS PERSEPSI PENGGUNA TERHADAP KEMUDAHAN DAN PERKHIDMATAN DI LAPANGAN TERBANG ANTARABANGSA BAYAN LEPAS, PULAU PINANG
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Date
2006-06
Authors
ABU BAKAR, NOR AZLINA
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Abstract
Facilities and service levels are critical performance indicators for airport
planning, design, and management. The earliest introduction of the concept of service
level was concerned with a broad range of factors, such as temporal and spatial
conditions. Currently, however, this concept is necessary to enable cross comparisons
of design or physical standards and operational standards affecting passenger
perceptions. Thus, most airports and airport authorities should be able to develop
updated operational standards based on passenger perceptions to provide more
comprehensive service levels to maximise their satisfaction. These service and
operational standards are concerned with physical and psychological approaches.
This study will evaluate the perceptions of passenger towards the facilities and
services offered at the Penang International Airport (SUA) and as a reference to the
responsible parties to identify people's opinions towards those aspects. Focus will be
on the user's satisfaction using this airport, facilities provided, the ability of the airport to
handle its passenger and aircraft, and future planning in order to offer a better services.
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KEMUDAHAN , PERKHIDMATAN