Nur Farizan Tarudin, Muhammad Akmal Asyaraff Adlan, Wan Mazlina Wan Mohamed, S. Sarifah Radiah Shariff


The significant role airports in this era of globalization could not be denied as its main function in this globalization is connecting cities and countries. As the critical part of a country’s infrastructure, airports help in contributing through the economic activities by encouraging trades between companies and countries, the tourism industries and also helps in generating employment. Most airports around the world have the aim of achieving their own world-class status but most of those airports do not fully understand what is required in achieving that particular world-class status. To attain this target, airports have to get high satisfaction ratings which are from their clients or customers namely, the passengers and airlines. The airports also need to understand that these two segments of customers have their own requirements, attitudes, and expectations and the best airports in the world should be able to offer outstanding services towards both customers. Other than that, airports also need to ensure that the ground handlers are providing their services well and also the concessionaires are running first-class retail, food and beverages (F&B) operations. Therefore, this study has focused on passengers’ airport satisfaction to measure the airport progress with their business, airline and also airport management as become a world-class airport terminal.


World-class, Passenger, Airport Terminal, Passenger Satisfaction, International Airport.

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DOI: https://doi.org/10.25292/atlr.v3i0.362


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