*Professor, School of Management, KIIT University, Bhubaneswar, Odisha, India. Email id: ipseeta@ksom.ac.in
**Associate Professor, School of Management, KIIT University, Bhubaneswar, Odisha, India. Email id: bcmpatnaik@gmail.com
***Research Scholar, School of Management, KIIT University, Bhubaneswar, Odisha, India. Email id: vimaan100@yahoo.co.in
Online published on 9 February, 2018.
The present paper is an attempt to understand the various factors which contribute for the customer satisfaction with regard to service qualities provided in service sector. The main objective is to undertake an empirical study on the customer satisfaction on service qualities provided in the different airports in India. In this regard secondary data is considered and the various factors identifiedare hospitality, security, consistency, attitude of the staff, condition, training of service providers, physical aspects, reliability and payment option etc. There were three remarkable findings. First, there was a significant relationship between accommodation service quality, hospitality, transportation and overall satisfaction. Second, there was a significant relationship between overall satisfaction and intention to revisit Kuala Lumpur and third, there was a significant relationship between overall satisfaction and willingness to recommend Kuala Lumpur to friends and relatives.
Customer satisfaction, service quality, security and safety
