FiNaL Project GMR

Project report on Customer Satisfaction
A study on
''CUSTOMER SATISFACTION''
AT
GMR, MAL INTERNATIONAL AIRPORT
A project report submitted in partial fulfillment of the requirements for the award of
DIPLOMA IN OFFICE MANAGEMENT & ADMINSTRATION
Approved By: MALDIVES QUALIFICATION AUTHORITY (MQA)
Submitted By
ANUSHA MOHAMED
Index No CYX 13003

Batch MA 10
UNDER THE GUIDANCE OF

MR. SUBHASH KR
Ma. Light Corner #1, Kenery Magu,

Male', Republic of Maldives.
www.cyryxcollege.edu.mv
Batch MA 10 (2009 2011)
Outline for Project Work

Project subject
Name
Batch Number
Title of the project
Date of submission
Total marks
Total No. of pages
: Marketing Management
: Anusha Mohamed
: MA-10
: Customer Satisfaction
: 08th June 2011
: 100 marks
: 88
Necessary Content to be included in the project:

Title page or front page
Approval letter from the organization
Certificate of approval
Declaration
Acknowledgement
Contents
Introduction (company profile and project subject)
(Importance, objective, research methodology, tools used for analysis, limitations) of
study
Data analysis (Table & Chart )
(Findings, suggestion and conclusion) of study
Appendix and bibliography
Total Marks for each category

Mark Division
Mark
Allocated
Class performance
Front Page
Acknowledgement
Contents
Introduction
Importance of study
Objectives of study
Research methodology
Tools used for analysis
Limitations of study
Data analysis
Findings
Suggestions
Conclusion
Appendix & bibliography
Documentation
10
2
2
2
2
2
2
2
2
1
15
2
2
2
2
External Examiner:
Project Guide: Mr. Subhash KR
40
Students Signature
Head of School:
Project analysis
Viva
Total Marks
10
40
100
2
Company bonafide
Ma. Light Corner #1, Kenery Magu,

Male', Republic of Maldives.
www.cyryxcollege.edu.m
v
Tel: +960 3328396 / 3320004
Fax: +960 3321012
CERTIFICATE
This is to certify that this project report entitled A study on customer satisfaction at GMR,
Male International Airport has been prepared by Ms. Anusha Mohamed under my
supervision and guidance in partial fulfillment of the requirement for the award of the Diploma
in office Management and Administration from Cyryx College.
Mr. Subhash KR
Project Guide and Senior Lecturer
School of Business - Cyryx College
STUDENT DECLARATION
I hereby declare that this project report is prepared by me under the guidance of Mr. Subhash
K. R, Senior Lecturer; School of Business is the result of my original work after undergoing
study for a period of 3 months at GMR Mal International Airport Pvt.Ltd in partial fulfillment
of Diploma in Office Management and Administration 2009-20011 at Cyryx College.
Date: 08th June 2011
Name: Anusha Mohamed
Place: Male
Index No. : CYX 13003
ACKNOWLEDGEMENT
I am indebted to the all powerful ALMIGHTY Allah for all the blessings he showered on me
for being with me through the study.
I would like to express my sincere thanks to MR.AHMED SHAREEF the Chief Executive
Officer who provided me an opportunity to do this project.
My deepest gratitude also goes to Dr. Francisca S Rebello head of school (Finance & Business
Management) and Mr. Mebin Mathew head of department (Finance & Business Management).
I am deeply obliged to the staffs of the GMR, Male International Airport Pvt.Ltd (Passenger
and Terminal Services) for their exemplary guidance and support without whose help this
project would not have been success.
I would like to place on record my sincere gratitude and appreciation to my project guide
MR.SHUBASH KR senior management lecturer, for his kind co-operation and guidance which
enable me to complete my project.
CONTENTS
Chapter No.
1.
Title
Introduction to the Subject
Page No.
12-15
Factors Influencing Customer Satisfaction

Importance of Customer Satisfaction
2.
3.
Company Profile
Research Methodology
Objectives, Importance and Limitations of the
study
4.
Data Analysis and Interpretation
5.
Summary
Findings and Suggestions
16-34
35-36
37
38-81
82-83
Conclusion
6.
Bibliography
7.
Annexure
84
85-88
LIST OF TABLES
S. No
Contents
Page No.
4.1
Table showing the gender of the respondents
39
4.2
Table showing the nationality of the respondents
40
4.3
Table showing the age category of the respondents
41
4.4
Table showing the marital status of the respondents
42
4.5
Table showing the qualification level of the respondents
43
4.6
Table showing the airline which the passenger travelled
44
4.7
Table showing the reason for taking the trip
45
4.8
Table showing which section of the aircraft the passenger travelled in
46
4.9
Table showing the number of trips the passenger made in the last 12 months
47
4.10 (a) Table showing the satisfaction level for sea transportation to /from airport
48
(b Table showing the satisfaction level for the availability of baggage carts/
)
trolleys
4.11 (a) Table showing the satisfaction level for the waiting time in check-in queue/
line
(b Table showing the satisfaction level for the efficiency of check- in staff in
)
this airport
(c) Table showing the satisfaction level for the courtesy helpfulness of check-in
staffs in this airport
4.12 (a) Table showing the satisfaction level for passport and visa inspection at this
airport
(b) Table showing the satisfaction level for the courtesy and helpfulness of
immigration staffs at this airport
4.13 (a) Table showing the satisfaction level for the courtesy and helpfulness of
security staffs at this airport
(b Table showing satisfaction level for the thoroughness of security inspection
)
at this airport
49
50
51
52
53
54
55
(c) Table showing the satisfaction level for the waiting time at security
inspection at this airport
56
(d Table showing the satisfaction level for feeling of being safe and secure at
this airport
57
4.14 (a) Table showing the satisfaction level for ease of finding the way through the
airport
58
(b Table showing the satisfaction level for the flight information screens at this
airport
59
(c) Table showing the satisfaction level for the walking distance inside the
terminal at this airport
(d Table showing the satisfaction level for ease of making connections with
)
other flights
4.15 (a) Table showing the satisfaction level for the courtesy and helpfulness of
airport staffs at this airport
(b Table showing the satisfaction level for restaurant/ eating facilities at this
)
airport
(c) Table showing the satisfaction level value for money of restaurant/Eating
facilities at this airport
60
(d Table showing the satisfaction level availablity of bank/ATM

facilities/money changers at this airport
(e) Table showing the satisfaction level for shopping facilities at this airport
65
(f)
Table showing the satisfaction level for the value for money of shopping
Table showing the satisfaction level for internet access/wifi at this airport
67
(h Table showing the satisfaction level for business/executive lounge services

)
at this airport
(i) Table showing the satisfaction level for the availability of washroom/toilets
at this airport
(j) Table showing the satisfaction level for cleanliness of washroom/toilets at
this airport
(k Table showing the satisfaction level for comfort of waiting/gate areas at this
)
airport
4.16 (a) Table showing the satisfaction level for the cleanliness of airport terminal
69
(g)
(b Table showing the satisfaction level for the ambience of the airport
)
4.17 (a) Table showing the satisfaction level for passport/personal ID Inspection at
this airport
(b Table showing the satisfaction level for the speed of baggage delivery
)
service at this airport
(c) Table showing the satisfaction level for Customs Inspections at this airport
4.18
61
62
63
64
66
68
70
71
72
73
74
75
76
77
78
4.19
Table showing the mode of transport the passenger used to arrive this
airport
Table showing the arrival time to the airport
4.20
Table showing the mode of Check-In used at this airport
80
4.21
Table showing the overall satisfaction of the airport services and facilities
81
79
LIST OF GRAPHS
9
S. No.
Contents
Page No.
4.1
4.2
Graph indicating the gender of the respondents

Graph indicating the nationality if the respondents
39
40
4.3
Graph indicating age category of the respondents
41
4.4
Graph indicating the marital status of the respondents
42
4.5
Graph indicating the qualification level of the respondents
43
4.6
Graph indicating the airline which the passenger travelled
44
4.7
Graph indicating the reason for taking the trip
45
4.8
Graph indicating which section of the aircraft the passenger travelled in
46
4.9
47
4.10
(a)
Graph indicating the number of trips the passenger made in the last 12
months
Graph indicating the satisfaction level for sea transportation to /from
airport
b)
4.11
(a)
( Graph indicating the satisfaction level for the availability of baggage

carts/ trolleys
Graph indicating the satisfaction level for the waiting time in check-in
queue/ line
b)
( Graph indicating the satisfaction level for the efficiency of check- in staff
in this airport
c)
4.12
(a)
b)
4.13
(a)
b)
c)
d)
4.14
(a)
b)
)
( Graph indicating the satisfaction level for the courtesy helpfulness of

check-in staffs in this airport
Graph indicating the satisfaction level for passport and visa inspection at
this airport
( Graph indicating the satisfaction level for the courtesy and helpfulness of
Graph indicating the satisfaction level for the courtesy and helpfulness of
( Graph indicating satisfaction level for the thoroughness of security
( Graph indicating the satisfaction level for the waiting time at security
( Graph indicating the satisfaction level for feeling of being safe and
secure at this airport
Graph indicating the satisfaction level for ease of finding the way
through the airport
( Graph indicating the satisfaction level for the flight information screens
at this airport
(c Graph indicating the satisfaction level for the walking distance inside the
48
49
50
51
52
53
54
55
56
57
58
59
60
10
d)
4.15
(a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
4.16
(a)
b)
4.17
(a)
b)
c)
4.18
4.19
( Graph indicating the satisfaction level for ease of making connections

with other flights
Graph indicating the satisfaction level for the courtesy and helpfulness of
( Graph indicating the satisfaction level for restaurant/ eating facilities at
this airport
( Graph indicating the satisfaction for the level value for money of
restaurant/Eating facilities at this airport
( Graph indicating the satisfaction level availablity of bank/ATM
( Graph indicating the satisfaction level for shopping facilities at this
airport
( Graph indicating the satisfaction level value for money of shopping
( Graph indicating the satisfaction level for internet access/wifi at this
airport
( Graph indicating the satisfaction level for business/executive lounge
services at this airport
( Graph indicating the satisfaction level for the availability of
washroom/toilets at this airport
( Graph indicating the satisfaction level for cleanliness of
( Graph indicating the satisfaction level for comfort of waiting/gate areas
at this airport
Graph indicating the satisfaction level for the cleanliness of airport
terminal
( Graph indicating the satisfaction level for the ambience of the airport
61
Graph indicating the satisfaction level for passport/personal ID

Inspection at this airport
( Graph indicating the satisfaction level for the speed of baggage delivery
( Graph indicating the satisfaction level for Customs Inspections at this
airport
Graph indicating the mode of transport the passenger used to arrive this
airport
Graph indicating the arrival time to the airport
75
62
63
64
65
66
67
68
69
70
71
72
73
74
76
77
78
79
4.20
Graph indicating the mode of Check-In used at this airport
80
4.21
Graph indicating the overall satisfaction of the airport services and

facilities
81
11
1. INTRODUCTION -
CUSTOMER SATISFACTION
12
Customer
The customer is the person or unit receiving the output of a process on the system. In fact, it is
worth emphasizing that a customer can be the immediate, intermediate, or ultimate customer.
Also, a customer may be a person or persons, or a process or processes.
Customer Satisfaction
Customer satisfaction, however, is when the customer is satisfied with a product/service that
meets the customers needs, wants, and expectations. It is the degree of satisfaction provided
by the goods or services of a firm as measured by the number of repeat customers.
To further understand customer satisfaction, we must take a deeper look at the levels of specific
satisfaction. We must also recognize that there are levels of customer satisfaction that, in a
sense, define the basic ingredients of quality. There are at least three levels of customer
expectations about quality:
Level 1: Expectations are very simple and take the form of assumptions, must have, or take it
for granted. For example, I expect the airline to be able to take off, fly to my destination, and
land safely. I expect to get the correct blood for my blood transfusion. And I expect the bank to
deposit my money to my account and to keep a correct tally for me.
Level 2: Expectations are a step higher than that of level 1 and they require some form of
satisfaction through meeting the requirements and/or specifications. For example, I expect to
be treated courteously by all airline personnel. I went to the hospital expecting to have my
hernia repaired, to be in some pain after it was done, to be out on the same day, and to receive a
correct bill. And I went to the bank expecting the bank teller to be friendly, informative, and
helpful with my transactions.
Level 3: Expectations are much higher than for levels 1 and 2. Level 3 requires some kind of
delightfulness or a service that is so good that it attracts me to it. For example, an airline gives
passengers traveling coach class the same superior food service that other airlines provide only
for first-class passengers. In fact, I once took a flight where the flight attendants actually
baked cookies for us right there on the plane. When I went to the hospital, I expected staff to
treat me with respect and they carefully explained things to me. But I was surprised when they
called me at home the next day to find out how I was doing. And at my house closing, the bank
officer, representing the bank holding my mortgage, not only treated me with respect and
answered all my questions about my new mortgage, but just before we shook hands to close the
deal, he gave me a housewarming gift.
Factors Influencing Customer Satisfaction
13
Quality: The product or service meets customer expectations on the

degree of quality they require by delivering what was promised. For
products this will refer to such criteria as fitness for purpose,
reliability, durability and low maintenance. For services it will be
concerned with the achievement of an acceptable level of provision,
reliability and accessibility.
Value for money: the product or service meets customer requirements on value for
money in the sense of giving them at least what they paid for and preferably more.
Belief on whether the value for money is provided will often be on a comparative basis,
setting off one manufacturer or supplier against others
Reliability: customers are most likely to be satisfied when the manufacturer or supplier
delivers the deal by achieving a consistent level of performance dependability.
Responsiveness: increasingly, customers expect their supplier to be willing and ready to

provide prompt service and help at the point of sale and afterwards. Individuals
attention, speed and flexibility are required.
Access: customers must be able to gain access to the supplier or provider with the
minimum of trouble. They have learnt to put up with mechanized answering services
but hate endless delays in getting though listening to the Four Seasons and to seemingly
insincere assurances that their custom is evaluated. They like to talk to human beings
who will respond to their query or complaint.
Courtesy: customers require politeness, respect, consideration and friendliness from the
people that contact over the counter, in a call centre or when faced with a service
problem.
Communication: it is essential to keep customers informed in language they can

understand about the product or service and how they can make quick and easy contact
if they have a problem. It should be obvious that when they make contact they are
listened to so that their specific query is dealt with quickly.
Credibility: customers are more likely to be satisfied if they find as a result of their
experiences that the supplier or provider is trustworthy, believable and honest. This is
base on the knowledge and courtesy displayed by staff and their ability to inspire trust
and confidence.
14
Importance Of Customer Satisfaction
Customer satisfaction constitutes the most reliable market information. This way, a
business organization is able to evaluate its current position against competition, and
accordingly design its future plans.
A large number of customers avoid expressing their complaints or their dissatisfaction

from the product or service provided, either due to a particular attitude or because they
are not sure that the company will perform any corrective action.
Customer satisfaction measurement is able to identify potential market opportunities.
The main principles of continuous improvement require the development of a specific

customer satisfaction measurement process. This way, any improvement action is based
on standards that take into account customer expectations and needs.
Customer satisfaction measurement may help business organizations to understand

customer behavior, and particularly to identify and analyze customer expectations,
needs and desires.
The application of a customer satisfaction measurement program may reveal potential

differences in the service quality perceptions between the customer and the
management of the business organization.
15
2.
COMPANY PROFILE
16
GMR MALE INTERNATIOMAL AIRPORT PVT.LTD
Mal International Airport, the gateway to the beautiful Maldives was established by opening
the first airfield in Maldives on 19th October 1960. The first runway was made of slotted steel
sheets and laid on a strip of cleared ground in the middle of Hulhul Island near the capital city
Male. The first aircraft to land on this steel runway was a Royal New Zealand air force
transport plane. The modern airport - Mal International Airport was officially opened on the
11th November 1981. In the last two decades MIA experienced enormous passenger and air
traffic growth demanding major challenges in expansion and enhancement of its facilities and
services. Today MIA serves major airlines and is well connected to efficient sea and air
transportation services. This unique island airport possesses one of the largest seaplane
operations in the world carrying hundreds of travelers across the various islands of the country.
The Mal International Airport is currently operated by the GMR Group, Indias fastest
growing infrastructure companies as well as Malaysian Airports Holding Berhard, who are
simultaneously involved in constructing a new Terminal to be ready by 2014.
Ninety percent of all International flights currently operate to the Male' International Airport
located on the island of Hulhul. The Airport Island will look like an Aircraft carrier from the
air. This airport is located in Centre of the country and is close by to resorts located in the
central region especially North & South Male' Atoll.
VISION
"To be the Airport that provides the best Airport Service in the Region"
MISSION
"To develop and maintain airports in the Maldives as establishments contributing to the
national economy."
About us
"our aim is to create an Airport that would make people of Maletruly proud"
Maldives was an isolated island nation, left behind on the wayside of development taking place
around her. To such a nation, an airport was a vital link in communication and it was a
17
Maldivian dream, to have an airport even before gaining independence in 1965. The
dedication, sweat and unwavering determination of the Maldivians saw the proud opening of
Hulhul Airport on 12th April 1966. Years that followed brought in a steady increase in traffic
as a result of International technological development and the closer ties with the international
markets. It was time to provide a better system of air traffic to and from the Maldives. It was
time for a modern airport to serve the fast developing country. His Excellency the former
President Maumoon Abdul Gayyoom officially inaugurated Mal International Airport on the
11th November 1981. Maldives Airports Company Ltd. (MACL) was formed as a financially
and administratively independent corporate entity, established on January 1, 1994 to take
responsibility for the airport operations.
On 24th June, 2010, the tender to build, operate, modernize and expand the Mal International
Airport (MIA) was awarded by the Government of Maldives. The consortium led by GMR
Infra Limited (GIL) with Malaysia Airports Holdings Berhad (MAHB) won the concession for
the Mal Airport for a period of 25 years. GMR Mal International Airport Limited (GMIAL)
is the special purpose vehicle formed in Maldives pursuant to the concession in which the stake
of GIL and MAHB is 77% and 23% respectively.
At an official ceremony held on 25th November 2010 at Hulhul Island, the aerodrome license
was handed over by Chairman of Mal Airports Company Limited, Mr. Ibrahim Saleem to Mr.
Kiran Kumar Grandhi, Business Chairman, Airports, GMR Group. The ceremony graced by
HE President, Mahamod Nasheed and his cabinet ministers was well received. Starting
November 25, 2010, GMR & MAHB will operate the Mal International Airport, 4 months
ahead of schedule.
The total cost of the modernization and expansion project, estimated at USD 511 million, is
being funded through a combination of debt and equity in the ratio of 70:30. The debt
component of USD 358 million has been tied up with Axis Bank Ltd., Singapore Branch, who
is acting as the Sole Underwriter and Mandated Lead Arranger for the entire debt facility. The
18
debt has a door to door tenure of 12 years with ballooning repayment over 7 years commencing
from June 2015. Axis Bank is also acting as Security Trustee and Facility Agent whereas State
Bank of India, Maldives Branch is acting as Account Bank for the debt facility.
GMR-MAHB consortium will upgrade, maintain and operate existing Airport as well as build a
new terminal by 2014. The current traffic at the Mal Airport is at 2.6 Million passengers per
annum (Mppa). The first stage of the project will include increasing the traffic at the Airport to
3 Mppa by way of constructing a new terminal and thereby increasing the traffic to 5 Mppa.
About GMR Group
GMR Group is an India born, global infrastructure major with interests in Airports, Energy,
Highways and Urban Infrastructure. The Company has successfully employed the publicprivate partnership model to build a portfolio of high quality assets. The Company has thirteen
power projects of which three are operational and ten are under various stages of
implementation and nine road projects, of which six are operational and three are under
development. In the Airports sector, it has developed and commissioned the Greenfield
International Airport at Hyderabad. The Group, besides operating and modernizing the existing
Delhi International Airport, has also constructed a brand new integrated terminal T3 which is
inaugurated in July 2010. It has also built a new terminal, designed to handle 20 million
passenger capacity, at the Istanbul Sabiha Gken International Airport in Turkey and is
operating it successfully. Additionally, the Group is committed to social development
initiatives and executes these through its Corporate Social Responsibility arm, the GMR
Varalakshmi Foundation (GMRVF).
About MAHB
Malaysia Airports Holdings Berhad (MAHB) was incorporated as a public limited company in
November 1999 and was thereafter listed on the Main Board of the Kuala Lumpur Stock
Exchange, becoming the first airport operating company to be listed in Asia and the sixth in the
world. MAHB currently operates and manages 38 commercial airports in Malaysia, of which 5
are major international airports including the Kuala Lumpur International Airport. The core
activities include the management, operation and maintenance as well as development of
airports, with primary importance being placed on the operational efficiency, safety and
security of passengers, cargo and aircraft operations. Apart from being an investor, MAHB
provided technical services to The Rajiv Gandhi International Airport.
HISTORY
19
The first runway built was made of slotted steel sheets. This runway was built on a strip of
cleared ground in the middle of a small inhabited island called Hulhul , and was opened on
19th October 1960. The dimension of this runway was 75 x 3000 feet. The first aircraft, which
landed on this runway, was a Royal New Zealand Air Force Transport plane on 19th October
1960 at 13:55 hrs and thus touched the beginning of the aviation story at Maldives. The first
Air Ceylon flight 4R-ACJ landed on this runway was at 15:50 hrs on 10th April 1962. The first
aircraft owned by the Maldives landed on the runway of the Hulhul Airport on 9th October
1974 making a proud moment in the history of the country.
In May 1964 the people of Mal got together to construct a new asphalt runway. The work
was carried out in a competitive atmosphere with the competition between the four districts
of Mal. The announcement of the replacement of the slotted steel sheet runway by an
asphalt runway was issued by Vuzaarathul Dhaakhiliyya (Ministry of Home Affairs).
On the first day 108 volunteers enlisted for the project and 1563.08 Maldivian Rufiyaa was
donated. The government received whole hearted support from the Maldivian people both
financially and material and effort wise. Removal of the slotted steel sheets, which the
British had laid out as a runway, was started at 6.00 am of the first day of May 1964.
The work was carried out in a competitive atmosphere between the four districts of Mal.
The 1st square was dug out by Henveiru district in 26 minutes. They won the winning prize
of
1000/Rufiyaa
awarded
by
the
Government.
The asphalt runway constructed by the hard work of Maldivians was opened on 12th April
1966 at 16:00 hrs by the former Prime Minister His Excellency Mr. Ibrahim Nasir.
On 24th June, 2010, the tender to build, operate, modernize and expand the Mal International
Airport (MIA) was awarded by the Government of Maldives. The consortium led by GMR
Infra Limited (GIL) with Malaysia Airports Holdings Berhad (MAHB) won the concession for
20
the Mal Airport for a period of 25 years. GMR Mal International Airport Limited (GMIAL)
was the company formed in Maldives to operate the Mal international Airport.
A modernization and expansion project in currently underway by the GMR-MAHB
consortium. The company will upgrade, maintain and operate existing Airport as well as build
up a new terminal by 2014.
At an official ceremony held at Hulhul Island, the aerodrome license was handed over by
Chairman of Mal Airports Company Limited, Mr. Ibrahim Saleem to Mr. Kiran Kumar
Grandhi, Business Chairman, Airports, GMR Group. The ceremony graced by HE President,
Mahamod Nasheed and his cabinet ministers was well received. Starting 25th November 2010,
GMR & MAHB will operate the Mal International Airport, 4 months ahead of schedule.
21
ORGANIZATIONAL STRUCTURE OF GMR MALE INTERNATIONAL AIRPORT
AIRPORT SERVICES
Fueling Services
22
With global industry and business undergoing sweeping changes, competition is becoming
fierce day by day in the aviation industry. Service quality, safety and reliability are paramount
in aviation fueling, the standards and accuracy control is a key part of MIA business. Fuel
Services at Male' International Airport (MIA) have confidently shown their diligence in
providing aviation fuel through the past years. Since the establishment of MIA, aviation fuel
services have been upgraded to cater for the ever growing aviation traffic and with technical
support from world renowned Air BP, MIA's fuel services has accomplished high standards of
quality & safety in delivering Jet fuel to flights round the year. MIAs, Fuel Services has
fueling operations at 4 regional airports in Maldives and each year our highly trained and
dedicated staff refuel more than 18000 aircraft's across the country. With efficient systems and
on time delivery, Air BP has awarded MIA's Fuel Services Operational and Excellence
Award in 2006.
Ground Services
From a flight's touchdown to take off MIA's Ground Services takes great care for a smoother
operation. With high safety standards, the Ground Services gives paramount importance to
make sure that all aircraft, either scheduled or non-scheduled flies on time. The highly
motivated staffs are swift and have always been dynamic in carrying out handling activities. In
collaboration with Island Aviation Services (IAS) ground services, cargo loading & unloading
and baggage services are provided to maximize the efficiency at MIA ramp. MIA's Ground
Service has been awarded Zero Aircraft Ground Damage Award from 2002 to 2004 by
Emirates. Don't Delay...Get Away Award for winter 2003 and 2004 by Britannia for their
efficiency and the achievements award for Best Standard of Service Level Agreement in the
West and Pacific Region for the year 2002/05 by Emirates. MIA's Ground Services goal is to
improve on its efficiency to overcome any obstacle that may hinder their continuous track
record of flying the airlines on time.
Security Services
23
With over 1.6 million

passengers and over
33 thousand tons of cargo being processed annually, aviation security concerns are prioritized
to its maximum at Male' International Airport (MIA). Working alongside national police and
defense authorities the MACL Airport Security Department (ASD) provides airport security
services round the clock protecting passengers, airline crew, ground personnel, parked aircrafts,
property and infrastructure together with all the non-travelling public using airport services.
The highly trained and professional ASD team also provides security in screening of
passenger's baggage and air cargo ensuring international standards are being met in aviation
security. In view of global security concerns ASD provides vital 24-7 security surveillance
within and around passenger terminals, the airfield and the periphery of the airport, controlling
access and maintaining surveillance to airside and vulnerable points at the airport.
Air traffic Services
Air traffic control services are provided within the Flight Information Region (FIR) which has
an area of approximately 500,000 sq nautical miles. There are six units to provide the service
which include the Male Area Control Center and the Control Tower and the Control Towers at
the four domestic airports. To modernize the air traffic control services, a multimillion-dollar
project was undertaken, already in operation the new air traffic control center and the new
control tower complete with state-of-the-art technology are now functioning well. It is a
complete integrated air traffic control system which include Monopoles Secondary
Surveillance Radar (MSSR), ADS-C and CPDLC and automatic flight data processing system.
MIA's Air traffic services are continually
Fire & Rescue Services

24
Male' International Airport's (MIA) Emergency Services provide Category 9 fire coverage at
the airport. The highly trained and well equipped staff has shown dedication in their service
ready to deal in accidents and rescue missions. In addition to that, Airport Emergency Services
also provide fire awareness courses and offer consultancy on Airport Emergency planning and
fire station designing. Together with professional training each year MIA runs a major
emergency exercise to keep the fire and rescue teams trained and alert with other stakeholders
at MIA. It is without doubt that MIA's Fire and Rescue team is well maintained to deal with
any accidents that may occur.
Type
Private Company
Company Size
1548 employees
Industry
Airlines/Aviation
GMR Male International Airport Administration

PASSENGER
Building
SERVICES
25
Health Care
A 24 hours health care centre equipped with basic FIRST AID and minor health emergencies is
available at the terminal building. The health care facilities are manned and operated by the
Ministry of Health.
The pharmacy at the airport operated by the AMDC is just outside the First Aid Post or nest to
the Bank of Maldives Airport branch. The pharmacy opens during flight hours and provides
most of the general medication available in the country. Payment can be made by cash.
Mother care
We also care for expactant mothers and new born babies, who may require special attention
and care. Our public relations officer at the information counter would offer aissatance in such
emergencies.
Childrens Recreation Park

Out Door Park
Airlines may from time to time get delayed, and even otherwise, one may spend considerable
time at an airport prior to the departure. It is during this time that our children's park is most
useful to parents traveling with children. Our outdoor children's park boasts a large play station
with swings and other interesting items. We are proud to be talked about as a child friendly
airport.
Children's Joy Park
Childrens Joy is dedicated to families who are traveling with their children. The new
childrens play area located in the transit zone enables parents to leave their children in the care
of airport staff who take pleasure in entertaining and caring for the children while parents
attend to check-in and other formalities.
Free Shower Room
While traveling from the hotels to the airport, it is likely that you would want to tidy up prior to
departure. Our shower rooms situated next to the coffee shop "Mariyaad" will do just that for
you and help you fresh up in short time.
Passenger Service Charge

26
A service charge, to be paid at the airport check-in counter, is required of all international
passengers passing through departure terminal of Mal International Airport. International
passengers should pay an amount of US$ 12 per person. Children under two years are exempt
from the passenger service charge. If the Passenger Service Charge is incorporated into your
ticket, no payment is required at the check-in counter.
Free Trolleys
Baggage trolley service is available in both the Departure and Arrival lounges of the Terminal.
No fees are charged.
Shopping
Duty Free shops
A complete range of Duty Free goods such as cigarettes, liquor, perfumes, cosmetics, books
and stationery, clothing, toys and electronics, confectionery, spices & condiments, flowers and
souvenirs are available at the Duty Free shops located on the first floor to departing
passengers after checking through the Immigration.
Souvenir Shops
Souvenir shops are conveniently located in the Departure and Transit lounges of the
International Passenger Terminal and near the Bank of Maldives branch at the arrivals.
Business hours are from 5am to 2am or till the last flight of the day. A wide variety of goods
are sold at these shops, including silk, jewelry, souvenir items, confections, spices, cigarettes
and gift items.
Floral Boutique
To express your affection with color & exotic fragrance, a florist is located opposite the post
office. This floral boutique with variety of natural, fresh as well as long lasting artificial
flowers produces innovative arrangements to suit every taste.
Post & Telegraph

The post office, located near the Departure Halls entrance, operates from 6am to1am or till the
last flight of the day.
Mosque
27
A Prayer Room is available on the first floor of the Departure Terminal. Two fully airconditioned Mosques are located at about 5 to 10 minutes walking distance from the Terminal
Building on either side.
Telephone & Internet International and local calls
Both local and IDD calls can be made with cash / credit card. Public phones are available at the
Terminal Building.
Email & Internet Facility
The local telecommunication company Dhiraagu makes available e-mail and Internet facility to
passengers and public near the Terminal Building. DHIRAAGU AIRPORT CYBER CAF is
open to meet most flights. The caf has 5 client stations with one outlet for laptop customers to
connect. Airport Cyber Caf has 64kbps leased line internet connectivity.
Bank
Passengers can exchange their foreign currencies at the Bank of Maldives, Airport Branch, at
the exit of the Arrival Terminal. The Maldivian Rufiyaa is the official currency if Maldives.
The current exchange rate is US$1 = MRF 12.85. One rufiyaa could be divided into a hundred
smaller units known as Laari, the local version of cents. The Rufiyaa comes in different
denomination of One Rufiyaa comes in the form of coins, while for Two Rufiyaa
denominations both notes and coins and the rest comes in notes. The Laari comes in
denomination of fifty, twenty-five, ten five, two and one.
The US Dollar is the most popular and well accepted foreign currency. However, other
international currencies can also be exchanged at the banks and authorized moneychangers.
The commonly used credit cards are MasterCard, Visa, American Express, Diners Club, JCB
and Euro card. Travellers cheques are accepted by most hotels, resorts and banks.
TERMINAL FEATURES
28
Male International Airport operates two terminals the international terminal and the domestic
terminal. The old international terminal was able to accommodate approximately 350
passengers at a time, but increasing passenger number led to the construction of a new twostorey terminal that can accommodate more than 1,000 passengers at once. The ground floor of
the terminal houses the departure area, arrivals area and a few restaurants. The first floor
features
restaurants,
shops and waiting
lounges.
The domestic terminal opened for public use in December 2006. Construction work began in
June 2004 and the terminal was complete by November 2005. The purpose of constructing a
separate domestic terminal was to eliminate the space constraints and improve security and
safety. This terminal has eight passenger check-in counters. Wheelchair services and jetty
services are offered to domestic passengers at the domestic terminal, which can handle up to
140 passengers at a time.
RUNWAY
The runway at Male' International Airport stretches from one end of the small island to the
other, making it one of the worlds most spectacular airports at which to arrive. From the
moment you are landing, there are expansive views of tiny white-sand islands and crystalline
blue-waters.
FLIGHTS FROM MALE INTERNATIONAL AIRPORT
The following airlines offer flights (or codeshare flights), to and from the Male International
Airport (MLE):
Air India Limited, Bangkok Airways, bmi British Midland, British Airways, China Southern
Airlines, Condor Flugdienst, Emirates Airlines, Indian Airlines, Malaysia Airlines, Maldivian,
29
Meridiana, Oman Air, Qatar Airways, Shanghai Airlines, Sichuan Airlines, Singapore Airlines,
SriLankan Airlines, Swiss Airlines, and Transaero Airlines.
AIRPORT SYSTEMS
The automatic terminal information service (ATIS) broadcasting system was introduced to
Mal International Airport in October 1997. This system broadcasts recorded non-control
information to the pilots in busier terminal areas.
Terma delivered an ATIS Plus system to Male International Airport in March 2009. This
system provides combined ATIS broadcast in a single or main standby configuration.
TRANSPORT INFRASTUCUTURE
There is a road access to the airport from Hulhumal. Passengers from Hulhumal reach the
Airport by bus and taxi services.
Passengers reach airport from Mal and resorts by ferries and airline services. A ferry service
operates 24 hours and a private airline offers pick-ups and drops to various destinations in the
area.
Hulhumal-Hulhul Linked Road
''Maldives Airports Company got the CQE Century International Quality ERA Award which was
held in Geneva on March 28th 2010. '
30
ARRIVAL TERMINAL
FUNCTION
Hulhul International Airport Immigration Control Unit
Passenger and crew entry and exit facilitation and issuance of on arrival visas
Processing foreign expatriates and issuance of Resident Permits
Detect fraudulent travel documents
Coordination with airline operators and travel agents
Custom
After immigration clearance, Customs will inspect your baggage. All passengers coming to
Maldives via air should go through customs checking except diplomatic passengers.
31
Passengers' luggage and other carrying items should go through x-ray checking and if the
customs officer needs further checking then the luggage should be opened for inspection. It is
advisable for you to declare any audio-visual material with you. Maldivian law prohibits the
import of alcoholic beverages, narcotics, pornographic materials, weapons, ammunition,
explosives and idols of worship. It is also prohibited to export turtle shells, black coral and
other protected species and products made out of such species.
Passenger processing section (PPS) is one of the largest departments of Maldives Customs
Services (MCS), both in terms of quantity of staff and functions executed. PPS is the only
section, which encompasses all major core works of the customs organization. Our clients are
not restricted to local businessmen, but are everyone arriving in and departing the Maldives via
air.
The functions entrusted to PPS can be summarized as follows:
Monitoring all incoming and outgoing international air vessels to and from Male
International Airport.
Issuing general declarations and their carrying-along baggage for possession of articles
contrary to the Laws and Regulations
Imposing customs duty on eligible items brought in and taken out by travelers
Inspecting travelers and their carrying-along baggage for possession of articles that
require permits or additional inspection by other enforcement agencies.
Monitoring stocks and transactions at duty free shops to ensure lawful business
The emergence of high threats of terrorism together with the governments pledge to close
down the gates opened for drugs has been observed as an added challenge for the staff of
PPS. Apart from the routine tasks, much emphasis is therefore given on identifying
potential risks, and intelligence-based special operations.
Once you have gone through Customs and Immigration and collected your luggage, the
arrivals point is where you should go next. A representative of Corporate Travels and Tours
will welcome you and brief you about your stay in Maldives and transfers to your holiday
resort, guesthouse or cruising vessel.
32
Afterwards, a speedboat or seaplane whisks you away to your chosen place of adventure in the
Maldives.
Expansion and
Male International Airport
modernization of
Project Description
The proposed expansion and modernization of Male International Airport will be carried out in
compliance with International Civil Aviation (ICAO) Standards. The proposed project
primarily consists of construction of a new passenger terminal with associated apron, VIP/CIP
terminal, rehabilitation and expansion of runway, capacity augmentation and relocation of fuel
farm and other constructions like a new cargo terminal and apron, setting up of sewage
treatment plant etc. Besides this, the capacity of existing terminal will be increased to meet the
projected demand for years 2014 when the new terminal building will be commissioned.
The proposed up-gradation of airport will address the following specific key objectives. These
objectives address major aspects of airport development and operation such as safety, security,
efficiency, passenger convenience, flexibility & expandability.
Bring Male International Airport in to compliance with ICAO safety standards.

Increase terminal capacity so as to adequately handle projected traffic volumes by
building a new terminal fully consistent with green design principle;
Develop and enhance the position of Male International Airport as the primary gateway
for travellers to the Maldives;
Increase the service quality standards to provide passengers with improves overall
airport experience in line with international best practices.
The concourse
of the New Terminal
33
Exterior of new terminal at night
Brief description of Male International Airport expansion & Modernization Project

S.No
Facilities
Runway
Runway Orientation
Runway Length
Runway Width
Lighting System
Taxiways
Parking Apron
Existing Design features

( Capacity 2 MPPA)
18/36
3200m with two turn pads at either
end
45m +7.5m shoulder on either side
Simple Approach Lighting System
on runway approach 36
Stub links linking current apron on
the west of the runway
5nos Code- E stands and domestic/

Cargo apron on the west of the
runway
Proposed Design features

(Capacity 5.2 MPPA)
200m extension and two new turn pads

No change
Modified as per extension of runway

New apron planned on the east of the
runway to be connected by Partial Parallel
Taxiway for Code E operations
1no Code E apron taxiway
One Code C apron taxiway for terminal
aprons
New apron planned on the east of the
runway
6nos Code E Stands,11nos Code C stand
for passenger aprons
1no Code E +1no Code C VIP apron
2nos Code C for Cargo apron
2nos Code C for Maintenance apron
4
A
Passenger Terminal
Built up Area
B
5
Aerobridges
Cargo Terminal
(Built up area)
Fuel Facility
15,600m2 on the west of the

runway
NIL
2800m2
45,000m2 +2,400m2 VIP terminal to be

built on the east of the runway
5 No.
800 m2
Fuel Farm 16500 KL to be

decommissioned and dismantled
on start up new fuel farm further
north
New main tanking 24,000 KL expandable

to 35,000KL
Two Day tanks 1500 KL each

Fuel Hydrant system to passenger stands
fed from day tanks
34
Other Facilities
Dredging &
Reclamation
Boat Jetties
10
12
ATC tower & Power

house
Sewage treatment
East of terminal
Fuel Hydrant system to passenger stands

fed from day tanks
Fire Station- CAT- 9 operations to be built
on the west of the runway
Ground Handling Base including open
areas on the east of the runway
Airport Maintenance building including
open area on the east of the runway
Other associated facilities
About 2.5 million m3 of filling is required
in the new terminal area
While the west jetty continues to be
operational, partial operations shall be
shifted into the lagoon on the east of the
runway
No change
Insignificant facility
New enhanced facility to be constructed
All associated Airport Facilities
Currently provided on the west of

the existing terminal
35
3.
RESEARCH METHODOLOGY
Marketing research is the function which links the consumer, customer and public to the
marketers through information used to identify and define marketing opportunities and
problems, generate refine marketing action, monitor marketing performance, and improve
understanding of marketing as a process.
Research is careful inquiry or examination to discover new information and relationship and to
expand and to verify exiting knowledge. Research always starts with questions or a problem.
Its purpose is to find answer to questions through the application of the scientific method. It is
a systematic and intensive study directed towards a more complete knowledge of the subject
studies.
DATA SOURCE
Research included gathering both Primary and Seondary data. Primary data is the
first hand data, which are selected a fresh and thus happen to be original in character. Through
a questionnaire Primary Data was crucial to know various passengers views about the airport
services and to calculate the satisfaction level of the airport services and facilities.
Secondary data are those which has been collected by some one else and which
already have been passed through statistical process. Secondary data has been taken from
GMR, Male International Airport Pvt Ltd site and printouts from the Airport Company.
TOOLS USED FOR ANALYSIS
In this study the technique used for interpretating the results is Pie Charts, Column
Charts and Bar Charts. The data collected is coded in the tables to make the things presentable
and more effective.
SAMPLE SIZE
36
The sample size is 20 respondents.
Objective of the study

The aim of this study is to determine the order of importance of customer expectations and
level of satisfaction perceived by customers concerning the facilities and services of GMR
Male International Airport.
To give suggestions for the company to improve the services and facilities of the company.
Importance of the study

As customer satisfaction is the most important priority for the company, this study enables to
analyse the satisfaction level of the customers.
It is very much important for the company to measure the level of customer satisfaction and
this study helps to examine whether the provided services fulfill customer expectations and it is
possible to examine critical satisfaction dimensions that should be improved.
Limitations
- The sample size was only 20 respondents.
- The time period of the study was not sufficient to measure the customers response effectively
and reach to a more valid conclusion.
37
38
4.
DATA ANALYSIS AND INTERPRETATION
4.1 Table showing the gender of the respondents

Response
Male
Female
Numbers
9
11
Percentage
45%
55%
Gender
Male
55%
45%
Female
4.1 Graph indicating the gender of the respondents
39
INTERPRETATION:
Out of the sample size of 20 passengers, 9 passengers were female and 11 were of
male passengers.
4.2 Table showing the nationality of the respondents

Response
British
Algerian
Maldivian
Brazilian
Chinese
Indian
Numbers
1
1
11
1
1
5
Percentage
5%
5%
55%
5%
5%
25%
40
Nationality
100%
90%
80%
0.05
70%
0.05
60%
Indian
Chinese
Brazilian
Maldivian
Algerian
British
50%
40%
0.55
30%
20%
10%
5%
0.05
0%
British
Algerian Maldivian Brazilian Chinese
Indian
4.2 Graph indicating the nationality if the respondents
INTERPRETATION:
Above data analysis shows that :

55% of the respondents were Maldivian and 25% of the respondents were
Indians
5% of the respondents were British, Algerian,Brazilian and Chinese
4.3 Table showing age category of the respondents

Response
16-21
22-25
26-34
35-44
45-54
55-64
65-75
76 & over
Numbers
1
8
3
3
0
0
0
0
Percentage
5%
40%
15%
15%
0%
0%
0%
0%
41
Age Group
80%
70%
0.15
60%
50% 0.15
76 & over
40%
65-75
55-64
45-54
35-44
26-34
22-25
16-21
30%
20%
10%
0%
0.05
16-21
22-25
26-34
35-44
45-54
55-64
65-75 76 & ove r
4.3 Graph indicating age category of the respondents
INTERPRETATION:
5% of the respondents were between 16-21 age group

40% of the respondents were between 22-25 agegroup
0% of the respondents were above 76 age group
4.4 Table showing the marital status of the respondents

Response
Married
Single
Numbers
10
10
Percentage
50%
50%
42
Marital Status
Married
Single
50%
50%
4.4 Graph indicating the marital status of the respondents
INTERPRETATION:
Above data shows that 50% of the respondents were married and 50% of the
respondents were single.
4.5 Table showing the qualification level of the respondents
Response
O Level
A Level
Numbers
3
1
Percentage
15%
5%
43
Diploma
Graduate
Above Graduate
4
6
6
35%
Qualification
0.30.3
30%
20%
30%
30%
25%
0.2
20%
O'0.15
Level
15%
A' Level
Diploma
Graduate
Above Graduate
10%
5%
0%
5%
O'Level
A'Level
Diploma
Graduate
Above Graduate
4.5 Graph indicating the qualification level of the respondents

INTERPRETATION:
15% of the respondents had O' level qualification

5% of the respondents had A' level qualification
20% of the respondents had Diploma qualification
30% of the respondents were at Graduate level
30% of the respondents were at above graduate level
4.6 Table showing the airline which the passenger travelled

Response
British Airways
Numbers
1
Percentage
5%
44
Tompsons Airways
Emirates
Singapore Airlines
Indian Airline
Srilankan Airline
1
3
1
7
7
5%
15%
5%
35%
35%
Airline
British Airways
Tompsons Airways
Emirates
5%
Singapore Airlines
Indian Airline
5%
35%
15%
5%
Sriliankan Airline
35%
4.6 Graph indicating the airline which the passenger travelled
INTERPRETATION:
From the above data analysis we can understand that 35% of the passengers
travelled in Indian Airline and Srilankan Airline.
5% of the passengers travelled in British Airways
5% of the passengers travelled in Tompsons Airways
15% of the passengers travelled in Emirates
5% of the passengers travelled in Singapore Airlines
4.7 Table showing the reason for taking the trip

Response
Numbers
Percentage
45
Business
Vacation
Other
4
11
5
20%
55%
25%
Reason for taking the trip

100%
0.25
90%
80%
70%
60%
50%
55%
Busine ss
Vacation
Othe r
40%
30%
20%
0.2
10%
0%
Busine ss
Vacation
Othe r
4.7 Graph indicating the respondents on reason for taking the trip
INTERPRETATION:
20% of the respondents travelled for business purpose.

55% of the respondents travelled for vacation.
25% of the respondents travelled for other purposes.
4.8 Table showing which section of the aircraft the passenger travelled in
46
Response
First Class
Business/Upper Class
Economy/Tourist Classs
Numbers
1
3
16
Percentage
5%
15%
80%
Section of the Aircraft

5%
15%
First Class
Busine ss/Uppe r Class
Economy/Tourist Class
80%
4.8 Graph indicating which section of the aircraft the passenger travelled in
INTERPRETATION:
The above data analysis shows that maximum number of passengers travelled in
Economy/Tourist Class.
4.9 Table showing the number of trips the passenger made in the last 12 months
47
Response
1-2
3-5
6-10
11-20
21 or more
Numbers
10
7
1
1
1
Percentage
50%
35%
5%
5%
5%
No.of trips made in last 12 months

21 or more
11-20 trips
1-2 trips
6-10 trips
3-5 trips
6-10 trips
11-20 trips
21 or more
3-5 trips
1
1
1
1-2 trips
0
10
10
12
4.9 Graph indicating the number of trips the passenger made in the last 12
months
INTERPRETATION:
From the above data analysis we can understand that 50% of the respondents had
made 1-2 trips in the last 12 months.
4.10. ACCESS
48
A. Table showing the satisfaction level for sea transportatiom to/from airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
5
5
6
4
0
Percentage
25%
25%
30%
20%
0%
B. Table showing the satisfaction level for the availability of baggage carts/ trolleys
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
1
3
12
4
0
Percentage
5%
15%
60%
20%
0%
Satisfaction Level of Access

12
12
10
8
6
6Availability of baggage carts/trollets
Sea transportation
5
5
4
3
4
2
1
0
Poor
Fair
Good
Very Good
Exce lle nt
4.10 Graph indicating the satisfaction level for sea transportation to /from airport and
satisfaction level for the availability of baggage carts/trolleys

INTERPRETATION:
From the above data analysis we can understand that 30% of the respondents were satisfied
with the access of sea transportation to/ from the airport and 60% of the respondents were
satisfied with the availability of baggage carts/trolleys.
49
4.11 CHECK-IN ( at this airport)

A. Table showing the satisfaction level for the waiting time in check-in queue/ line
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
5
6
6
3
0
Percentage
25%
30%
30%
15%
0%
Satisfaction Level of Check-In Service

7
6
5
4
3
Poor
3
Fair
Good
Exce lle nt
2
1
0
Poor
Fair
Good
Very Good
Exce llent
4.11 (a) Graph indicating the satisfaction level for the waiting time in check-in queue/
line
INTERPRETATION:
The above data analysis shows that 30% of passengers responded that Check-In
service at this airport was fair and good. And 25% of the passengers responded that
the Check-In Service at this airport was poor.
50
B. Table showing the satisfaction level for the efficiency of check- in staff in this airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
4
3
8
5
0
Percentage
20%
15%
40%
25%
0%
Efficiency of Check-In staffs

Exce lle nt
Very Good
Poor
Good
Fair
Good
Exce lle nt
0
Fair
5
Poor
0
3
1
4.11 (b) Graph indicating the satisfaction level for the efficiency of check- in staff in
this airport
INTERPRETATION:
From the above data analysis we can understand that 40% of the passengers
responded that the efficiency of check-in staffs in this airport was good. And 25% of
the passengers rated that the efficiency of check-in staffs were very good at this
airport.
51
C. Table showing the satisfaction level for the courtesy helpfulness of check-in staffs in
this airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
3
5
8
3
1
Percentage
15%
25%
40%
15%
5%
Courtesy helpfulness of check-in staff

0.05
100%
0.15
90%
80%
70%
0.4
60%Excellent
50%
40%
25%
30%
20%
0.15
10%
0%
Poor
Very Good
Fair
Good
Good
Fair
Very Good
Poor
Excellent
4.11 (c) Graph indicating the satisfaction level for the courtesy helpfulness of check-in
staffs in this airport
INTERPRETATION:
The above data analysis shows that 40% of the respondents were satisfied with the
courtesy helpfulness of check-in staff in the airport.
52
4.12 PASSPORT / PERSONAL ID CONTROL

A. Table showing the satisfaction level for passport and visa inspection at this airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
0
4
8
8
0
Percentage
0%
20%
40%
40%
0%
Passport and Visa inspection

14
12
10
8
Excellent
6
4
Good
Fair
8
4
2
0
Poor
Fair
Good
Very Good
Excellent
4.12 (a) Graph indicating the satisfaction level for passport and visa inspection
at this airport
INTERPRETATION:
The above data analysis shows that 40% of the passengers responded that the
passport and visa inspection was very good and the same percentage of passengers
rated that its was good.
53
B. Table showing the satisfaction level for the courtesy and helpfulness of immigration
staffs at this airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
2
2
9
6
1
Percentage
10%
10%
45%
30%
5%
Courtesy and helpfulness of immigration staff

25
20
15
10
Excellent
Very Good
Good
Fair
Poor
5
0
2
2
poor
Fair
Good
Very Good
Excellent
4.12 (b) Graph indicating the satisfaction level for the courtesy and helpfulness of
INTERPRETATION:
From the above data analysis we can understand that 45% of the respondents were
satisfied with the helpfulness of Immigration staffs in this airport.
54
4.13 SECURITY
A. Table showing the satisfaction level for the courtesy and helpfulness of security staffs at
this airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
1
5
9
4
1
Percentage
5%
25%
45%
20%
5%
Courtsey and helpfulness of security staff

1
20
4
18
16
14
12 Excellent
9
10
8
6
5
4
2
1
0
Poor
Very Good
Fair
Good
Good
Fair
Very Good
Poor
Exce lle nt
4.13 (a) Graph indicating the satisfaction level for the courtesy and helpfulness of
INTERPRETATION:
helpfulness of security staff in this airport.
55
B. Table showing satisfaction level for the thoroughness of security inspection at this
airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
1
4
9
6
0
Percentage
5%
20%
45%
30%
0%
Thoroghness of security inspection

20
18
16
14
12
10
8
6
4
2
0
Excellent
9
Very Good
Good
Fair
Poor
4
1
Poor
Fair
Good
Very Good
Excellent
4.13 (b) Graph indicating satisfaction level for the thoroughness of security inspection
at this airport
INTERPRETATION:
The above data analysis shows that 45% of the respondents were satisfied about the
thoroughness of security inspection in this airport.
56
C. Table showing the satisfaction level for the waiting time at security inspection at this
airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
1
7
7
4
1
Percentage
5%
35%
35%
20%
5%
Waiting time at security inspection
7 7
7
6
5
Poor
Fair
Good
Very Good
Excellent
3
2
1
0
Poor
Fair
Good
Very Good
Excellent
4.13 (c) Graph indicating the satisfaction level for the waiting time at security
INTERPRETATION:
From the above data analysis we can understand that 35% of passengers rated that
waiting time at security inspection at this airport was fair and the same percentage
of passengers rated that waiting time at security inspection was good at this airport.
57
D. Table showing the satisfaction level for feeling of being safe and secure at this airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
2
2
12
2
2
Percentage
10%
10%
60%
10%
10%
Feeling of being safe and secure

25
20
15
10
2
2
Excellent
Very Good
Good
Fair
Poor
12
5
0
2
2
Poor
Fair
Good
Very Good
Excellent
4.13 (d) Graph indicating the satisfaction level for feeling of being safe and secure at
this airport
INTERPRETATION:
The above data analysis shows that the maximum number of passengers were
satisfied of being safe and secure at this airport.
58
4.14 FINDING YOUR WAY

A. Table showing the satisfaction level for ease of finding the way through the airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
1
6
4
8
1
Percentage
5%
30%
20%
40%
5%
Ease of finding your way through airport

20
18
16
14
12
10
8
6
4
2
0
Excellent
Very Good
Good
Fair
Poor
6
1
Poor
Fair
Good
Very Good
Excellent
4.14 (a) Graph indicating the satisfaction level for ease of finding the way through the
airport
INTERPRETATION:
The above data analysis shows that 40% of the respondents were very much
satisfied of finding their way through the airport.
59
B. Table showing the satisfaction level for the flight information screens at this airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
1
5
6
6
2
Percentage
5%
25%
30%
30%
10%
Flight information screens

100%
0.1
80%
0.3
60%
0.3
40%
20%
25%
0.05
0%
Poor
Fair
Good
Very Good
Excellent
4.14 (b) Graph indicating the satisfaction level for the flight information screens at
this airport
INTERPRETATION:
The above data analysis represents that majority of the respondents were very much
satisfied about the flight information screens at this airport.
C. Table showing the satisfaction level for the walking distance inside the terminal at this
airport
60
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
0
2
9
6
3
Percentage
0%
10%
45%
30%
15%
Walking distance inside the terminal
Excellent
Very Good
Exce lle nt
Very Good
Good
Fair
Poor
Good
Fair
Poor 0 2
0
10
12
14
16
18
20
4.14 (c) Graph indicating the satisfaction level for the walking distance inside the
INTERPRETATION:
From the above data analysis we can understand that 45% of the respondents were
satisfied about the walking distance inside the terminal.
D. Table showing the satisfaction level for ease of making connections with other flights
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
0
5
8
5
2
Percentage
0%
25%
40%
25%
10%
61
Satisfaction Level of making connection with other flights

8
8
7
6
5 5
5
4 Poor
3
2
2
1 0
0
Poor
Fair
Good
Fair
Good
Very Good
Excellent
Very Good
Excellent
4.14 (d) Graph indicating the satisfaction level for ease of making connections
with other flights
INTERPRETATION:
The above data analysis shows that 40% of the respondents were satisfied with
making connections with other flights.
4.15 AIRPORT FACILITIES

A. Table showing the satisfaction level for the courtesy and helpfulness of airport
staffs at this airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
3
5
6
4
2
Percentage
15%
25%
30%
20%
10%
62
Courtesy and Helpfulness of Airport staff

Excellent
Very Good
Excellent
Good
Very Good
Good
Fair
Poor
Fair
Poor
10
12
14
16
18
20
4.15 (a) Graph indicating the satisfaction level for the courtesy and helpfulness of
INTERPRETATION:
The above data analysis represents that 30% of the respondents were satisfied with
the helpfulness of airport staffs.
B. Table showing the satisfaction level for restaurant/ eating facilities at this airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
3
8
5
3
0
Percentage
15%
40%
25%
15%
0%
63
Satisfaction Level for Restaurant/Eating Facilities

Excellent
Very Good
Excellent
Good
Very Good
Good
Fair
Poor
Fair0
Poor
0%
40%
0.15
10%
20%
30%
40%
0.25
50%
60%
70%
0.15
80%
90% 100%
4.15 (b) Graph indicating the satisfaction level for restaurant/ eating facilities at
this airport
INTERPRETATION:
The above data analyisi shows that 40% of the respondents were not satisfied with
the restaurant/eating facilities at this airport.
C. Table showing the satisfaction level for the value for money of restaurant/Eating
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
6
5
7
2
1
Percentage
30%
25%
35%
10%
5%
64
Satisfaction Level for the value of money

40%
0.35
35%
30%
25%
20%
0.3
25%
Poor
Fair
Good
Very good
Excellent
15%
10%
0.1
0.05
5%
0%
Poor
Fair
Good
Very Good
Excellent
4.15 (c) Graph indicating the satisfaction level for the value for money of
restaurant/Eating facilities at this airport
INTERPRETATION:
value for money of restaurant/eating facilities at this airport.
D. Table showing the satisfaction level availablity of bank/ATM facilities/money

changers at this airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
5
8
4
3
0
Percentage
25%
40%
20%
15%
0%
65
Satisfaction Level of Bank/ATM facility

0
100%
0.15
90%
0.2
80%
70%
60%Excellent
50%
40%
30%
20%
10%
0%
Very Good
Good
Fair
Poor
40%
0.25
Poor
Fair
Good
Very Good
Excellent
4.15 (d) Graph indicating the satisfaction level availablity of bank/ATM

INTERPRETATION:
The above data analysis shows that maximum number of passengers were not
satisfied with the availability of bank/ATM facilities at this airport.
E. Table showing the satisfaction level for shopping facilities at this airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
4
7
4
5
0
Percentage
20%
35%
20%
25%
0%
66
Satisfaction Level for Shopping Facilities

40%
35%
35%
30%
25%
20%
0.25
Poor
0.2 0.2
Fair
Good
Very Good
Excellent
15%
10%
5%
0%
Poor
Fair
Good
Very Good
Excellent
4.15 (e) Graph indicating the satisfaction level for shopping facilities at this
airport
INTERPRETATION:
The above data analysis represents that 35% of the respondents were not satisfied
with the shopping facilities at this airport.
F. Table showing the satisfaction level value for money of shopping facilities at this
airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
7
6
5
2
0
Percentage
35%
30%
25%
10%
0%
67
Value for money of shopping facilities

100%
80%
0.1
0.25
60%Excellent
Very Good
Good
Fair
Poor
30%
40%
20%
0%
0.35
Poor
Fair
Good
Very Good
Excellent
4.15 (f) Graph indicating the satisfaction level value for money of shopping facilities at
this airport
INTERPRETATION:
From the above data analysis we can understand that majority of passengers were
not satisfied about the value charged for the shopping facilities at this airport.
G. Table showing the satisfaction level for internet access/wifi at this airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
3
5
7
3
2
Percentage
15%
25%
35%
15%
10%
68
100%
90%
0.1
Satisfaction Level for the Internet Service

0.15
80%
70%
60%
0.35
50% Excellent
Very Good
Good
Fair
Poor
40%
30%
25%
20%
10%
0.15
0%
Poor
Fair
Good
Very Good
Excellent
4.15 (g) Graph indicating the satisfaction level for internet access/wifi at this
airport
INTERPRETATION:
Internet service at this airport.
H. Table showing the satisfaction level for business/executive lounge services at this
airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
0
7
7
4
2
Percentage
0%
35%
35%
20%
10%
69
Satisfaction Level for the Lounge facilities

Excellent
10%
20%
Very Good
Lounge Facilities
Good
35%
Fair
35%
Poor 0%
0%
5%
10%
15%
20%
25%
30%
35%
4.15 (h) Graph indicating the satisfaction level for business/executive lounge services
at this airport
INTERPRETATION:
The above data analysis shows that 35% of the passengers responded that the
lounge facilities at this airport was good and 35% of the passengers responded that
the lounge facilities at this airport was fair.
I. Table showing the satisfaction level for the availability of washroom/toilets at this
airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
1
6
7
5
1
Percentage
10%
30%
35%
25%
5%
70
Availability of washroom/Toilet facilities

Excellent
Very Good
Excellent
Good
Very Good
Good
Fair
Poor
fair
Poor 0.1
0%
30%
20%
0.35
40%
60%
0.25
80%
0.05
100%
120%
4.15 (i) Graph indicating the satisfaction level for the availability of
INTERPRETATION:
From the above data analysis we can understand that maximum number of
passengers were satisfied with the availability of washroom/toilets at this airport.
J. Table showing the satisfaction level for cleanliness of washroom/toilets at this

airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
1
3
10
6
0
Percentage
5%
15%
50%
30%
0%
71
Satisfactionl Level for the Cleanliness of Washroom/Toilets

0
100%
90%
0.3
80%
70%
60%Excellent
50%
Very Good
Good
Fair
Poor
0.5
40%
30%
20%
10%
0%
15%
0.05
Poor
Fair
Good
Very Good
Excellent
4.15 (j) Graph indicating the satisfaction level for cleanliness of washroom/toilets at
this airport
INTERPRETATION:
The above data analysis shows that 50% of the respondents were satisfied about the
cleanliness of washrooms/toilets at this airport.
K. Table showing the satisfaction level for comfort of waiting/gate areas at this airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
4
3
10
3
0
Percentage
20%
15%
50%
15%
0%
72
Comfort of waiting/Gate areas

Exce lle nt
Very Good
Excellent
Very Good
Good
Fair
Poor
Good
Fair
Poor
0%
15%
0.2
20%
0.15
0.5
40%
60%
80%
100%
4.15 (k) Graph indicating the satisfaction level for comfort of waiting/gate areas at
this airport
INTERPRETATION:
The above data analysis shows that maximum number of passengers ( 50%) were
satisfied about the comfort of waiting/gate areas at this airport.
4.16 AIRPORT ENVIRONMENT

A. Table showing the satisfaction level for the cleanliness of airport terminal
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
0
3
12
5
0
Percentage
0%
15%
65%
50%
0%
73
Cleanliness of Airport Terminal

70%
0.65
60%
0.5
50%
40% Poor
Fair
Good
Very Good
Excellent
30%
20%
15%
10%
0%
Poor
Fair
Good
Very Good
Excellent
4.16 (a) Graph indicating the satisfaction level for the cleanliness of airport
terminal
INTERPRETATION:
The above data analysis shows that maximum number of passengers (65%) were
satisfied with the cleanliness of airport terminal.
B. Table showing the satisfaction level for the ambience of the airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
2
4
10
3
1
Percentage
10%
20%
50%
15%
5%
74
Satisfaction Level for the Ambience of the Airport

0.05
100%
0.15
90%
80%
70%
60%Excellent0.5
50%
40%
30%
20%
20%
0.1
10%
0%
Poor
Very Good
Fair
Good
Good
Fair
Very Good
Poor
Excellent
4.16 (b) Graph indicating the satisfaction level for the ambience of the airport
INTERPRETATION:
The above data analysis represents that 50% of the respondents were satisfied about
the ambience of the airport.
4.17 Arrivals services at this airport

A. Table showing the satisfaction level for passport/personal ID Inspection at this
airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
2
4
9
5
0
Percentage
10%
20%
45%
25%
0%
75
Passport /Personal ID Inspection service

Excellent
Very Good
Poor
Fair
Good
Good
Very Good
Exce lle nt
Fair
0
Poor
0%
20%
0.1
5%
10%
15%
20%
0.25
25%
30%
0.45
35%
40%
45%
4.17 (a) Graph indicating the satisfaction level for passport/personal ID Inspection at
this airport
INTERPRETATION:
The above data analysis shows that maximum number of passengers (45%) were
satisfied with the Passport /Personal ID Inspection at this airport.
B. Table showing the satisfaction level for the speed of baggage delivery service at this
airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
7
2
5
6
0
Percentage
35%
10%
25%
30%
0%
76
Satisfaction Level for baggage delivery service

100%
90%
0
0.3
80%
70%
0.25
60% Excellent
50%
40%
30%
20%
Very Good
Good
Fair
Poor
10%
0.35
10%
0%
Poor
Fair
Good
Very Good
Exce lle nt
4.17 (b) Graph indicating the satisfaction level for the speed of baggage delivery
INTERPRETATION:
The above data analysis shows that maximum number of passengers ( 35%) were
not satisfied with the baggage delivery service at this airport.
C. Table showing the satisfaction level for Customs Inspections at this airport
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
3
5
10
1
1
Percentage
15%
25%
50%
5%
5%
77
Custom Inspections
Excellent
Very Good
Excellent
Very Good
Good
Fair
Poor
Good
Fair
Poor
0%
0.15
25%
0.5
0.05 0.05
10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
4.17 (c) Graph indicating the satisfaction level for Customs Inspections at this airport
INTERPRETATION:
The above data analysis shows that maximum number of respondents (50%) were
satisfied with the Custom inspection at this airport.
4.18 Table showing the mode of transport the passenger used to arrive this airport
Response
Private tansportation
Rental car
Taxi
Bus
Ferry
Numbers
0
0
0
1
16
Percentage
0%
0%
0%
5%
80%
78
Mode of Transport
Fe rry
Bus
80%
5%
Mode of Transport
0%
Taxi
0%
Re ntal Car
0%
Private /Company Transportation
0%
50%
100%
4.18 Graph indicating the mode of transport the passenger used to arrive this airport
INTERPRETATION:
The above data analysis represents that 80% of the passengers arrived to the airport
by ferry and 5% of the passengers arrived to the airport by bus.
4.19 Table showing the arrival time to the airport

Response
Less than 30 mins
30-45 mins
45-60 mins
1hr 30 mins 2hours
1 hr 15 mins- 1hr 30 mins
1 hr 15 mins
More than 2 hours
Numbers
2
3
1
5
1
1
7
Percentage
10%
15%
5%
25%
5%
5%
35%
79
Arrival time to the Airport

Le ss than 30 mins
30-45 mins
45-60 mins
10%
35%
15%
1 hr 30 mins- 2 hours
1 hr 15 mins- 1 hr 30 mins
1 hr 15 mins
5%
More than 2 hours
5%
5%
25%
4.19 Graph indicating the arrival time to the airport
INTERPRETATION:
The above data analysis shows that maximum number of respondents (35%)
arrived to the airport more than 2 hours before the scehduled departure time of the
flight.
4.20 Table showing the mode of Check-In used at this airport: ( more than one answer
possible)
Response
Self-service kiosk
Check-in desk
Internet check-in
Phone check in
Bag drop-off desk
Other
Numbers
3
14
3
5
4
0
Percentage
15%
70%
15%
25%
20%
0%
80
Mode of Check-In
160%
140%
120%r
Othe
100%
80%
60%
40%
20%
0%
0
0.2
0.25
0.15
Bag drop-off desk
Phone che ck-in
Internet che ck-in
70%
0.15
Se lf-se rvice kiosk

O
th
er
Ba
g
dr
op
-o
ff
de
sk
-in
he
ck
ne
t
In
te
r
Ph
on
ec
ch
ec
kin
de
s
Ch
ec
kin
ek
Se
lfse
rv
ic
io
sk
Check-in de sk
4.20 Graph indicating the mode of Check-In used at this airport
INTERPRETATION:
The above data analysis shows that maximum number of passengers used Check-In
desk when they checked in at this airport.
4.21 Table showing the overall satisfaction of the airport services and facilities
Response
Poor
Fair
Good
Very Good
Excellent
Numbers
2
5
8
5
0
Percentage
20%
25%
40%
25%
0%
81
Overall Satisfaction
25%; 23%
Poor
Fair
Good
20%; 18%
Very Good
25%; 23%
Excellent
40%; 36%
4.21 Graph indicating the overall satisfaction of the airport services and facilities
INTERPRETATION:
40% of the respondents rated that the overall services and facilities at the
airport was good.
25% of the respondents rated that the overall services and facilities at this
airport was fair.
airport was very good.
airport was poor.
None of the respondents rated that the services and facilities at this
airport was excellent.
5.
FINDINGS AND SUGGESTIONS
Passengers who were satisfied with the availability of baggage carts/ trolleys at this airport
were more than the number of passengers who were satisfied with the access of sea
transportation to/from at this airport.
The maximum number of passengers were not satisfied with the restaurant/ eating facilities
and the value for money of restaurant/ eating facilities at this airport.Company should
introduce a low price to have more satisfied passengers.
82
Most of the passengers were not satisfied with the availability of Bank/ ATM/ money changers
at this airport, as there is only one ATM available at this aiport company should improve the
service.
Maximum number of passengers were not satisfied with the shopping facilities and the value
for money of shopping facilities.
30% of the passengers rated that the courtesy and helpfulness of airport staffs was good and
25% of the passengers rated that the courtesy and helpfulness of airport staffs was fair at this
airport, so company should train more airport staffs to provide and excellent service for the
passengers.
Majority of the respondents were satisfied with the thoroughness of security inspection at this
airpot.
35% of passengers rated that the waiting time at security inspection at this airport was good
and the same persentage of passengers rated that the waiting time at this airport was fair, so
company can improve the security inspection at the airport.
Most of the passengers were satisfied with the passport and visa inspection at this airport.
The maximum number of passengers were satisfied with the courtesy and helpfulness of
immigration staffs at this airport.
The speed of bagagge delivery service at this airport is poor, so company should improve this
service for the passengers.
Most of the passengers were satisfied with the cleanliness of this airport and the Internet
service at this airport.
30% of passengers responded that Check-In service at this airport was fair, so company should
improve the Check-In service of the airport.
Customs inspection at this airport was good.
Most of the passengers expressed that they were not much satisfied with the lounge facilities at
this airport. Company should improve the lounge facilities to have more satisfied passengers.
30% of passengers were not satisfied with the availability of washroom/toilet facilities at this
airport, so company can improve this facilities in near future.
Majority of the passengers rated that the overall satisfaction with this airport was good.
CONCLUSION
An airport creates the travellers first and last impression of a city or country, and it is known
fact that a pleasant airport experience encourages spending and influences future travel plans.
With a large portion of revenues coming from non-aeronautical sources, customer satisfaction
also makes good business sense.
At the same time, airlines are also airport customers. As the airline modify, expand and
improve their services, they want to be sure that airports deliver services that are of consistent
quality to match the airline offering.
83
The GMR Male International Airport is currently the only internationally active airport in the
country, mostly serving as the main gateway into the Maldives for tourists. And the airport is
maintaining and providing a good service for the passengers.
The companys future developments and capital investments inlcluding the runway
improvement and upgradation of the airport will improve the services and facilities for the
passengers travelling to/from this airport.
In future GMR, Male International Airport will defenitely be an airport that would make people
truly proud.
6.
BIBLIOGRAPHY
Site: http://www.male.aero
Male International Airport Concession Project [PDF]
Site: http://www.scribd.com/doc/32644714/Customer-Satisfaction
84
Book: Customer Satisfaction Evaluation- Methods for Measuring and Implementing

Service Quality by Evangelos Grigorroudis and Yannis SiskoEvangelos
Book: How to Be an Even Better Manager: A Complete A-Z of Proven Techniques and
Essential Skills by Michael Armstrong
Site: http://www.immigration.gov.mv
Site: http://www.thisismaldives.com/maldives/travel_planner/entry_customes.htm
Site: http://www.airport-technology.com/projects/male-international/
Site: http://www.exoticresortsmaldives.com/maldives-airport-information-10.php
Site: http://www.ihatetaxis.com/airport/MLE-Male-International-Airport/guide
Site: http://minivannews.com/politics/qa-ceo-of-gmr-male-international-airportandrew-harrison-14321
7.
ANNEXURE
CUSTOMER FEEDBACK SURVEY
Write in Your Response or Place an
''
''In the Box Where Applicable
1. Name (optional):
2. Your Gender:
Male:
Female
3. What is your nationality/Country of citizenship?
85

4. What is your age group?
16-21
22-25
65-75
76 & over
26-34
5. Marital status
Married
35-44
45-54
55-64
Single
6. What is your qualification?

O' Level
Diploma
Graduate
above Graduate
A' Level
7 Airline
Flight No
Departure date:
Departure Time: 24hrs

2011
Letters
Numbers
8. Have you just made a connection / transfer at THIS airport?

9.
Yes
No
Which airport are you flying to on the flight that you are about to board:
10. What is/was your main reason for taking this trip?
Business
Vacation
Other
11. Which section of the aircraft are you traveling in?

First Class
Business/Upper Class
Economy/Tourist Class
12. Including this trip, how many trips by air have you made in the last 12 months?
1-2
3-5
6-10
11-20
21 or more
13. Based on your experience today, please rate THIS airport on each service item:
Poor
Fair
Good
Very Good
Excellent
ACCESS
86

A. Sea transportation to/ from airport
B. Availability of baggage carts/ trolleys
14. CHECK-IN (at this airport)

A. Waiting time in check-in queue/line
B. Efficiency of check-in staff
C. Courtesy helpfulness of check-in staff
15. PASSPORT/ PERSONAL ID CONTROL

A. Passport and visa inspection
B. Courtesy and helpfulness of immigration staff
16. SECURITY
A. Courtesy and helpfulness of security staff
B. Thoroughness of security inspection
C. Waiting time at security inspection
D. Feeling of being safe and secure
17. FINDING YOUR WAY

A. Ease of finding your way through airport
B. Flight information screens
C. Walking distance inside the terminal
D. Ease of making connections with other flights
18. AIRPORT FACILITIES
Poor
Fair
Good
Very Good
Excellent
A. Courtesy and helpfulness of airport staff

B. Restaurant/Eating facilities
C. Value for money of restaurant/Eating facilities
D. Availability of bank/ATM facilities/money changers
E. Shopping facilities
87

F. Value for money of shopping facilities
G. Internet access/ Wi-Fi
H. Business/ Executives lounge
I. Availability of washroom/ Toilets
J. Cleanliness of washroom/ Toilets
K. Comfort of waiting/ gate areas
19. AIRPORT ENVIRONMENT
Poor
Fair
Good
Very Good
Excellent
A. Cleanliness of airport terminal

B. Ambience of the airport
Overall satisfaction with the airport
20. What was your BEST and WORST experience at THIS AIRPORT?
Best: ..
Worst: ...
21. Arrivals services at this airport
Poor
Fair
Good
Very Good
Excellent
A. Passport/Personal ID Inspection
B. Speed of baggage delivery service
C. Customs Inspections
22. If it was NOT a connecting flight, what mode of transport did you use to arrive THIS airport?
Private/Company transportation
Rental Car
Ferry
Taxi
Bus
23. How long before the scheduled departure time of your flight did you arrive at this airport?
Less than 30 mins
30-45 mins
1hr 15 mins- 1hr 30 mins
1hr 15 mins
45-60 mins
1hr 30 mins- 2 hours

More than 2 hours
88
24. When you checked in at this airport, did you use a: (more than one answer possible)
Self service kiosk
Check-in desk
Internet check-in
Phone check-in
Bag drop-off desk
other
Thank you for your help!
89

FiNaL Project GMR

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FiNaL Project GMR

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Project report on Customer Satisfaction

Index No CYX 13003

UNDER THE GUIDANCE OF

Ma. Light Corner #1, Kenery Magu,

Project report on Customer Satisfaction

Outline for Project Work

Necessary Content to be included in the project:

Total Marks for each category

Project report on Customer Satisfaction

Project report on Customer Satisfaction

Ma. Light Corner #1, Kenery Magu,

Project report on Customer Satisfaction

Date: 08th June 2011

Name: Anusha Mohamed

Index No. : CYX 13003

Project report on Customer Satisfaction

Project report on Customer Satisfaction

Introduction to the Subject

Factors Influencing Customer Satisfaction

Data Analysis and Interpretation

Project report on Customer Satisfaction

Table showing the gender of the respondents

Table showing the nationality of the respondents

Table showing the age category of the respondents

Table showing the marital status of the respondents

Table showing the qualification level of the respondents

Table showing the airline which the passenger travelled

Table showing the reason for taking the trip

Table showing which section of the aircraft the passenger travelled in

Project report on Customer Satisfaction

(d Table showing the satisfaction level availablity of bank/ATM

(h Table showing the satisfaction level for business/executive lounge services

Table showing the mode of Check-In used at this airport

Project report on Customer Satisfaction

Graph indicating the gender of the respondents

Graph indicating age category of the respondents

Graph indicating the marital status of the respondents

Graph indicating the qualification level of the respondents

Graph indicating the airline which the passenger travelled

Graph indicating the reason for taking the trip

Graph indicating which section of the aircraft the passenger travelled in

( Graph indicating the satisfaction level for the availability of baggage

( Graph indicating the satisfaction level for the courtesy helpfulness of

Project report on Customer Satisfaction

( Graph indicating the satisfaction level for ease of making connections

Graph indicating the satisfaction level for passport/personal ID

Graph indicating the mode of Check-In used at this airport

Graph indicating the overall satisfaction of the airport services and

Project report on Customer Satisfaction

Project report on Customer Satisfaction

Factors Influencing Customer Satisfaction

Project report on Customer Satisfaction

Quality: The product or service meets customer expectations on the

Responsiveness: increasingly, customers expect their supplier to be willing and ready to

Communication: it is essential to keep customers informed in language they can

Project report on Customer Satisfaction

Importance Of Customer Satisfaction

A large number of customers avoid expressing their complaints or their dissatisfaction

Customer satisfaction measurement is able to identify potential market opportunities.

The main principles of continuous improvement require the development of a specific

Customer satisfaction measurement may help business organizations to understand

The application of a customer satisfaction measurement program may reveal potential