Elevating the Journey: Measuring the Impact of Service Quality and Future Innovations at KLIA

Abstract

This study evaluates passenger satisfaction at Kuala Lumpur International Airport (KLIA) and identifies the key variables influencing it, addressing a geographical gap in airport service research. A quantitative, cross-sectional design was employed, utilizing a structured questionnaire administered to 396 KLIA passengers. Data were analyzed via descriptive statistics, independent T-tests, and multiple linear regression. The findings reveal high overall passenger satisfaction. Specifically, cleanliness, staff service, queuing efficiency, and future development initiatives significantly and positively impact user satisfaction. Conversely, digital innovation, sustainability practices, and signage showed no significant effect. Male and female passengers reported similar satisfaction levels, though males showed slightly higher reuse intentions and dining satisfaction. Practically, these results urge KLIA management to prioritize front-line staff training, maintain rigorous facility cleanliness, and develop gender-inclusive amenities. This study uniquely integrates traditional service dimensions with modern digital and sustainable demands within the Malaysian context.