Identifying the Factors that Affect the Passenger’s Satisfaction using AirAsia Airline

Abstract

The main purpose of the study is to determine the effects of service quality, motivation, and involvement on passenger’s satisfaction to travel within domestic destinations in Malaysia using Air Asia Airline. The questionnaire survey was distributed among Air Asia passengers and the data was analyzed using the Statistical Package for Social Sciences (SPSS). In total, 306 respondents have participated in the questionnaire survey. The study found that service quality, motivation and involvement have significant correlations with passenger satisfaction. Therefore, this study helps Air Asia company to improve service quality, particularly in time management, safety, facilities, and comfortability and motivates them to participate among passengers to initiate satisfaction among passengers using Air Asia Airlines.