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
Mark Division
Mark
Allocated Total Marks for each category
Class performance
10

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
Project analysis
Viva
Total Marks

2
2
2
2
2
2
2
2
1
15
2
2
2
2
40
10
40
100

External Examiner:
Project Guide: Mr. Subhash KR
Students Signature
Head of School: Dr. Fransisca S Rebello

Company bonafide

Ma. Light Corner #1, Kenery Magu,

Male', Republic of Maldives.
www.cyryxcollege.edu.mv
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

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
facilities at this airport
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

61
62
63
64

66

68

70
71
72
73
74
75

(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

76

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

)
4.18

77

79

LIST OF GRAPHS
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

( 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

48

49

50
51

(a)

b)
4.13
(a)
b)
c)
d)
4.14
(a)
b)
)
d)
4.15
(a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)

this airport
( Graph indicating the satisfaction level for the courtesy and helpfulness of
immigration staffs at this airport
Graph indicating the satisfaction level for the courtesy and helpfulness of
security staffs at this airport
( Graph indicating satisfaction level for the thoroughness of security
inspection at this airport
( Graph indicating the satisfaction level for the waiting time at security
inspection at this airport
( 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
terminal at this airport
( Graph indicating the satisfaction level for ease of making connections
with other flights
Graph indicating the satisfaction level for the courtesy and helpfulness of
airport staffs at this airport
( 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
facilities/money changers at this airport
( Graph indicating the satisfaction level for shopping facilities at this
airport
( Graph indicating the satisfaction level value for money of shopping
facilities at this airport
( 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
washroom/toilets at this airport
( Graph indicating the satisfaction level for comfort of waiting/gate areas
at this airport

52

53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72

4.16
(a)
b)
4.17
(a)
b)
c)
4.18
4.19

Graph indicating the satisfaction level for the cleanliness of airport

terminal
( Graph indicating the satisfaction level for the ambience of the airport

73

Graph indicating the satisfaction level for passport/personal ID

Inspection at this airport
( Graph indicating the satisfaction level for the speed of baggage delivery
service at this airport
( 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

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