Text-analytics-report_47948453628022625 .pdf

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: Gunning Fog Index: Coleman-Liau Index: SMOG: Automated Readability Index:

15.3 19.6 14.3 17.1 17.2

Average Grade Level

16.7

Statistics Word Count: Character Count: Lexical Density:

15351 83676 99.0%

Unique Words: Complex Words: Number of Paragraphs: Syllable Count: Sentence Count: Characters Per Word: Syllables per Word: Average Sentence Length:

3232 3536 1 27068 592 5.5 1.8 25.9

Keywords 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

The and to of customer In airport that is service

5.7% 3.8% 3.7% 2.5% 1.8% 1.4% 1.2% 1.1% 1.1% 1.1%

Plagiarism results Managing Customer Expectation for Passenger Service at Airport ... https://docplayer.net/11290750-Managing-customer-expectation-for-passenger-service-at-airport.html

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Managing customer expectation is crucial to the airport business where the correlation between customer satisfaction and profitability has been widely accepted. International Journal of Services and Operations Management ... https://www.inderscience.com/info/ingeneral/forthcoming.php?jcode=ijsom An Integrated Conceptual Model for Achieving Global Quality Service in Healthcare ... of information about travelers hotel experiences, delineating their reasons for ... The study further examined the impact of supply chain transparency on the .... Abstract: The aim of this study is to examine customers perceived service ...

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Interplay between air passengers' service quality, satisfaction ... https://actacommercii.co.za/index.php/acta/article/view/448/703 Jun 30, 2017 ... Research purpose: The main aim of this study was to examine the ... from 684 passengers at O.R. Tambo International Airport in Johannesburg ... model was custom-made to measure service quality expectations and ... Literature review ... conceptual perspectives: customer satisfaction and customer loyalty.

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AIRPORT MANAGEMENT & CUSTOMER SERVICE – Victoria ... http://victoriaacademy.in/airport-management-customer-service/ Managing customer expectation is crucial to the airport business where the correlation between customer satisfaction and profitability has been widely accepted.

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