The Airport Terminal Level of Service Model SERVICE (ATLOS) Model for Service Quality Evaluation

Abstract

Kuala Lumpur International Airport 2 (KLIA2), become Malaysia’s generation hub that enables unified connectivity for domestic and international low cost and full service providers. KLIA2 is constructed to accommodate the growth of the low cost emission industry. It is intended to accommodate 45 million passengers a year. The increased in low-cost air travel has reversed the international airport capability. The complaint arise exponently differently at many area of services included in terminal operation and services. Based on SKYTREX, most of passengers give low on the evaluation of services in KLIA2. The objective of this research is to provide an intelligent evaluation service quality tools in order to evaluate customers satisfaction at airport terminal using Airport Terminal Level of Service (ATLOS) model for evaluting process to the airport teminal operation and services for to increase their service quality. This research begin by identify the factors that affect the service quality at the airport terminal through the details literature review. Next, the ATLOS model developed and validated by questionnaire among user at KLIA2. This research evaluated the passenger’s perceptions and expectations towards airport terminal performances by the development of ATLOS model based on service quality (SERVQUAL) dimensions that is tangible, reliability, responsiveness, assurance and empathy and statements. This research would help Malaysia Airport Holding Berhad (MAHB) in evaluating their services and improved those services in order to meet passenger’s expectations and satisfactions.