Are Customers Satisfied with Service Quality in Malaysia Airports? Empirical Findings from Penang Airport

In order to measure the level of airport service, consumers can categorize their experiences into passenger and freight disposition, waiting areas, mobile facilities within airport, auxiliary facilities, accessible traffic equipment. If service delivery having issues not up expectation customers, it affect business. The SERVQUAL model, which is test in this study, widely approach measuring quality help providers identifying strengths weaknesses. This study uses quantitative method through survey know extent customers satisfies how dimensions has relationship with customer satisfaction at Penang Airport. findings show that are services given by dimension assurance seems strong satisfaction. recommendation, author hopes management will increase more effective signage wayfinding International Airport, as well an understanding needs passengers. future research, perhaps studies unearth from different aspect assists transparent down earth entertaining customers.