Main Article Content

Andini Risfandini


SERVQUAL is one of the model that is frequently used to measure customer satisfaction regarding the service quality. This study is using 4 dimensions of SERVQUAL to measure customer satisfaction about service quality in Changi Airport public area terminal 3 Singapore. The main objective of this study is to analyze the satisfaction level of Changi Airport’s customers of service quality in the public area in Terminal 3.  In order to achieve this main objective, the following sub objectives were set namely: (1)to investigate whether there is a gap between customer expectations and customer perception of service quality in Changi Airport public area terminal 3; (2)to identify the significant factors that affecting customer expectations of service quality in Changi Airport public area terminal 3; (3)To identify the significant factors that affecting customer perception of service quality in Changi Airport Public Area terminal 3. Data was collected using survey questionnaire with Likert scale, it was analyzed using SPSS 21 using descriptive statistics, two tailed test, and faktor analysis. .The factors that have significant impact on customers’ expectations are assurance and security, comfort and convenience, safety and service, ambience and accessibility. While the customers’ perception of service quality is influenced by convenience and service, comfort, ambience and cleanliness, safety, accessibility and security factors.

Article Details



Anca, M., 2014. Hotel Services Quality Assessment Using SERVQUAL Method. Case Study: Athénée Palace Hotel. Bulletin of the Transilvania University of Brasov. Series V: Economic Sciences, 7(2), pp. 71-76.
Burböck, B., 2014. Prospect Theory and SERVQUAL. Management (18544-4223), 9(2), pp. 155-168.
Church, J., 2015. What's ahead for Singapore's premier air facility?. Business Traveller (Asia-Pacific Edition), October, pp. 30-36.
Curry, N. & Gao, Y., 2012. Low- Cost Airlines- A New Customer Relationship? An Analysis of Service Quality, Service Satisfaction, and Customer Loyalty in a Low-Cost Setting. Services Marketing Quarterly, April, 33(2), pp. 104-118.
Dagger, T. and Lawley, M., 2003. Service Quality. In: J. R. McColl-Kennedy, ed. Service Marketing: A Managerial Approach. Sydney: John Wiley and Sons Australia, Ltd, pp. 72-100.
De Meyer, C. & Mostert, P., 2011. The Influence of Passenger Satisfaction on Relationship Formation in the South African Domestic Airlines. South African Journal of Business Management, December, 42(4), pp. 79-87.
Ha, H.-K., Yoshida, Y. & Zhang, A., 2010. Comparative Analysis of Efficiency for Major Northeast Asia Airports. Transportation Journal, 1 September, 49(4), pp. 9-23.
Ishaan, S., Shivali and Garg, A., 2015. Service Quality at Punjab National Bank: using SERVQUAL Instrument. Global Journal of Enterprise Information System, 7(1), pp. 72-79.
Jiang , J. J., Gary, K. and Carr, C. L., 2002. Measuring Information System Service Quality: SERVQUAL from the other side. MIS Quarterly, June, 26(2), pp. 145-166.
Lee, J., 2005. Measuring Service Quality in a Medical Setting in a Developing Country: The Applicability of SERVQUAL. Service Marketing Quarterly, 27(2), pp. 1-14.
Marinescu, R. C. & Ispas, R., 2012. Achieving Sustainable Tourism Through Customer Satisfaction. Annals of the Universty of Oradea, Economic Science Series, 21(2), pp. 349-354.
Marinković, V., Senić, V., Konić, M. & Šapic, S., 2013. Investigating the Impact of SERVQUAL Dimensions on Customer Satisfaction: The Lessons Learnt from Serbian Travel Agencies. International Journal of Tourism Research, Mar/Apr, 15(2), pp. 184-196.
Marques, R. C. & Barros, C. P., 2011. Performance of European airports: regulation, ownership, and managerial efficiency. Applied Economis Letters, Jan, 18(1), pp. 29-37.
Morien, D., 2007. Business Statistics. Melbourne: Cengage Learning.
Naik, K. & Srinivasan, S. R., 2015. An Assessment of Departmental Store Service Effectiveness using a Modified SERVQUAL Approach. Journal of Business & Retail Management Research, April, 9(2), pp. 27-43.
Parasuraman, A., Zeitahml, V. A. and Berry, L. L., 1988. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), pp. 12-40.
Ruiqi, Z. and Pritchard, A., 2009. Using SERVQUAL to Measure the Service Quality of Travel Agents in Guangzhou, South China. Journal of Services Research, April-September, 9(1), pp. 87-107.
Souca, L., 2012. SERVQUAL and the Romanian hospitality industry: A study. Proceedings of the International Conference Marketing - from Infromation to Decision, December, Volume 5, pp. 462-279.
Vijayvargy, L., 2014. Measuring Service Quality Using SERVQUAL: A Case of Restaurant Chain. International Journal of Management and Innovation, 6(2), pp. 60-72.
Wang, Y. L., Luor, T., Luarn, P. and Lu, H. P., 2015. Contribution and Trend to Quality Research: a Literature Review of SERVQUAL Model from 1998 to 2013. Informatica Economica, 19(1), pp. 34-45.

Arnould, E. J., Price , L. and Zinkhan, G. M., 2005. Consumers. 2nd ed. Singapore: McGraw-Hill/Irwin.
Brown, T. A., 2015. Confirmatory Factor Analysis for Applied Research. 2nd ed. New York: Guilford Publications.
Cargan, L., 2007. Doing Social Research. illustrated ed. Maryland: Rowman and Littlefield.
Elliott, A. C. & Woodward, W. A., 2014. IBM SPSS by Example: A Practical Guide to Statistical Data Analysis. 2nd ed. Thousand Oaks: SAGE Publications.
Garson, G. D., 2001. Guide to Writing Empirical Papers, Theses, and Dissertations. illustrated ed. New York: CRC Press.
Gravetter, F. J. and Forzano, L.-A. B., 2011. Research Methods for the Behavioral Sciences. s.l.:Cengage Learning.
Harmon, M., 2011. t-Test in Excel - The Excel Statistical Master. Nevada: Mark Harmon.
Hill, N., Roche, G. and Allen, R., 2007. Customer Satisfaction: The Customer Experience Through the Customer's Eyes. illustrated ed. London: Congent Publishing Ltd.
Hinton, P. R., 2014. Statistics Explained. 3rd, revised ed. East Sussex: Routledge.
Ho , R., 2006. Handbook of Univariate and Multivariate Data Analysis and Interpretation with SPSS. illustrated ed. Boca Raton: Taylor and Francis.
Johnson, B. and Christensen, L., 2010. Educational Research: Quantitative, Qualitative, and Mixed Methods. 4th ed. California: SAGE.
Kaynak, E. and Herbig, P., 2013. Handbook of Cross-Cultural Marketing. New York: Routledge.
Kotler, P., Bowen, J. T. and Makens, J. C., 2014. Marketing for Hospitality and Tourism. 6th ed. Harlow: Pearson Education Limited.
Macdonald, S., 2015. Essentials of Statistics with SPSS. 2nd ed.
Neuman, W. L., 2007. Basic of Social Research: Qualitative and Quantitative Approaches. 2nd ed. California: Pearson/Allyn and Bacon.
O'Rourke, N. & Hatcher, L., 2013. A Step-by-Step Approach to Using SAS for Factor Analysis and Structural Equation Modelling. 2nd ed. Cary: SAS Institute.
Palmer, A., 2005. Principles of Services Marketing. 4th ed. Berkshire: McGraw-Hill Education.
Senguttuvan, P., 2009. Principles of Airport Economics. New Delhi: Excel Books India.
Tambyah, S. K. and Tan, S. J., 2013. Happiness and Wellbeing: The Singaporean Experience. Oxon: Routledge.
Veal, A. J., 2011. Research Methods for Leisure and Tourism : A Practical Guide. 4th ed. Harlow: Pearson Education Limited.
Wirtz, J., Chew, P. and Lovelock, C., 2012. Essentials of Services Marketing. 2nd ed. Singapore: Pearson Education South Asia Pte Ltd.
Zeitahml, V. A. & Bitner, M. J., 1996. Services Marketing. 1st ed. s.l.:McGraw-Hill.
Zeitahml, V. A., Bitner, M. J. and Gremler, D. D., 2006. Services Marketing: Integrating Customer Focus Across the Firm. 4th ed. s.l.:McGraw-Hill.

Internet Source
Changi Airport Group, 2016. [Online]
Available at:
[Accessed 31st July 2016].
Government of Singapore, 2016. statistics/latest-data#17. [Online]
Available at:
[Accessed 2 September 2016].
IATA, 2016. IATA Annual Review 2016. [Online]
Available at:
[Accessed 11 August 2016].