CUSTOMER

SATISFACTION ON THE

PROVISION FOR SPECIAL

NEED IN AIRLINES SERVICES.

MUHAMMAD IZZUDDIN BIN MUSTAFA 53276113029

SYAIFUL NIZAM BIN AHMAD53276113065

RAJA MUHD FIKRI BIN RAJA MAMAT53276113019

FIKRI AIMAN BIN DIMSHARI53276113071

INTRODUCTIONWHAT IS DISABILITY?

• Disability is a physical or mental condition that limits a person’s movements, senses or activities. they also can be called as handicap, incapacity, impairment, defect and abnormality.

• This symptom of the human being should be protect their right instead they are special, they need the specific of care and guidance to serve them as a normal human being.

Chapter 1

HOW MANY TYPES ARE THEY?

1)Poor a) poor in health – maternity, diseases such as diabetes mellitus, heart attack

etc.

b) poor in wealth – insufficient fund to purchase.

2)Elderly – a group of golden ages of human more than 55 years old.

3)Disabled – a group that have problem on the physical and mental disorder.

STATEMENT OF THE PROBLEM

•Why the airlines still get negative complaint or feedback from the special needs person since the airlines said they obey the provision of the special needs?

PURPOSE OF THE STUDY

•To investigate and make a survey among the special needs person about the facilities and services that airlines provided are most satisfy by them.

RESEARCH OBJECTIVES

•To determine the passenger with special needs satisfaction in their facilities and services between them and the airlines service provider.

RESEARCH QUESTION

•How the service that offer to the passengers with special needs?

•Did air carrier provide enough service to serve the passengers with special needs?

RESEARCH METHODOLOGY

•Closed-ended questionnaire analysis with personal details, customer satisfaction review and recommendation from the customer that help to analyze the data.

TARGET POPULATION

•Passengers with special need at the KLIA airport

•disabled passengers

• senior citizen passengers

•passengers with special needs

DATA PROCESSING & DATA PRESENTATION

Chapter 4

•Distribute 30 set questionnaire to passengers with special needs.

• Every set questionnaire consist of 21 question (section a, section b and section c).

• Interpreting the data in form of table and chart using Microsoft excel to get the percentage.

SECTION A: PERSONNEL INFORMATION

•Gender

•Age

•Employment

•Nationality

•Does you have communication problem with the airlines crew?

•Did the airlines crew served you with the proper manner?

•Does the instruction from the airlines easy to understand?

•Does the airlines give you discount when you using their services?

•Does the airlines provide the extra equipment (such extended seatbelt) for the disabled people?

•Does the airlines give the extra charge to the disabled people who bring the extra equipment?

•Did the airlines crew well trained to handle the disabled people?

CONT.. CUSTOMER REVIEW

• How many times you travel by flight per year?

• Which airline do you always travel with?

• Which airline do you think provides the best service for passengers with special needs?

• How much you spend for each flight?

• Usually, with who you travel?

• How many baggage did you bring during travel?

• Does the airlines care about the welfare for the passenger?

• Does the airlines are compatible between their services against their price?

• Are you satisfy with the assistant from customer service staff?

SECTION B: CUSTOMER REVIEW

SECTION C: CUSTOMER RECOMMENDATION

•Based on your experience travel with the airline, what are your recommendation to improve the services that offer to the passengers with special needs?

DEMOGRAPHIC INFORMATION

Gender Age Employment0

5

10

15

20

25

30

20

10

67

17

3

7

20

Personnel Information

Male Female 20 - 39 40 - 59 60 and above Student Employed Unenployed

QUESTION 11

80%

20%

Passengers Welfare

YES NO

Does airline care about passenger’s welfare?

YES: 24

NO: 6

QUESTION 12

87%

13%

Compatible Price with services

YES NO

Does the price compatible with the services?

YES: 26

NO: 4

QUESTION 13

57%

43%

Customer service assistance sat-isfying

YES NO

Are you satisfy with the assistant from customer service staff?

YES: 17

NO: 13

QUESTION 143%

97%

Communication Problem with air-lines crew

YES NO

Does you have communication problem with the airlines crew?

YES: 1

NO: 29

QUESTION 15

93%

7%

Getting served with proper manner

YES NO

Did the airlines crew served you with the proper manner?

YES: 28

NO: 2

QUESTION 16

90%

10%

Instruction from the airlines

YES NO

Does the instruction from the airlines easy to understand?

YES: 27

NO: 3

QUESTION 17

100%

Getting Discount from the air-lines

YES NO

Does the airlines give you discount when you using their services?

YES: 30

NO: 0

QUESTION 18

87%

13%

Extra equipment from airlines

YES NO

Does the airlines provide the extra equipment (such extended seatbelt) for the disabled people?

YES: 26

NO: 4

QUESTION 19

100%

Getting charge for the extra equipment

YES NO

Does the airlines give the extra charge to the disabled people who bring the extra equipment?

YES: 0

NO: 30

QUESTION 20

90%

10%

Airlines crew training

YES NO

Did the airlines crew well trained to handle the disabled people?

YES: 27

NO: 3

CHAPTER 5: SUMMARY & CONCLUSION

SECTION C: CUSTOMER RECOMMENDATION• PASSENGER 1

NEED MORE ASSISTANCE AT THE AIRPORT ARRIVAL GATE BECAUSE IT HARD TO BRING THE LUGGAGE WITHOUT THE ASSISTANCE WHEN TRAVEL ALONE. THE AIRLINES SHOULD COOPERATE WITH THE AIRPORT STAFF TO ADD MORE ASSISTANCE TO THE PASSENGERS WITH SPECIAL NEED.

• PASSENGER 2

AIRLINES CREW AND CUSTOMER SERVICE AT THE AIRPORT NEED TO TRAIN HOW TO HANDLE THE DISABLE PEOPLE BECAUSE SOME OF THE STAFF DOES NOT KNOW HOW TO HANDLE THE DISABLE PEOPLE.

• PASSENGER 3

SOME AIRLINES DID NOT PROVIDE THE WHEELCHAIR FOR THE DISABLE OR OLD PEOPLE, THEY SHOULD PROVIDE THE WHEELCHAIR TO THE DISABLE OR OLD PEOPLE WITH NO CHARGE.

SUMMARY

RECOMMENDATION 1

• Assistance for the passengers with special need

Airlines are responsible for providing assistance to passengers to enable people with disabilities and others with provision for special need to board, disembark and transfer between flights. With this airlines need to working together with the airport staff for assisting the passenger. Assistance on board an aircraft is the responsibility of the airline and they need to assist the passengers moving at the airport until they safe arrive at the destination.

RECOMMENDATION 2• Any additional charges regarding to assist the special needs must been shown

by airlines services provider.

The airlines must shown their service charges to avoid the passenger felt been cheated by hidden charges on the services provider. So that when the carrier shown their retailed charges or payment, the passenger cannot argue with the regulation shown by the carrier. Most of national carrier give F.o.C services to assist the special needs but the low cost carrier does not means it because they only give flight service rather than full services.

CONCLUSION

• Regarding to the standard recommendation and practices by icao recommended practices relating to persons with disabilities (as contained in chapter 8 of annex 9 - facilitation to the convention on international civil aviation), so that we can conclude on our research base on our objectives, we determined that the majority the special needs had satisfy with the airlines service but some of them want they to improve their service regarding to the particular person whom need the special need such as low cost carrier rather than national carrier which follow the ICAO chapter 8 of annex 9 compulsory need to follow.