Table of Content

1 INTRODUCTION …………………………………………………………… 1
1.1 BACKKGROUD………………………………………………………….. 1
1.2 TERMS OF REFFERENCE………………………………………………. 1
1.3 OBJECTIVES……………………………………………………………... 2
1.3.1 PURPOSE……………………………………………………………. 2
1.4 SCOPE…………………………………………………………………….. 2
1.5 METHODOLOGY………………………………………………………... 3
1.5.1 SURVEY……………………………………………………………... 3
1.5.2 DATA ANALYSIS…………………………………………………... 3
APPENDIX……………………………………………………………………… 4-5

1.0 INTRODUCTION
1.1 BACKGROUND

Airplane s one of the most successful inventions created by humans, it takes a shorter
time to reach the destination, unlike the traditional way. However, the flight ticket might
be a very high cost that the majority of people cannot afford it. AirAsia is a Malaysian
low-cost airline. It has a slogan said “Now Everyone Can Fly” which also means that the
price is reasonable and affordable by normal people. AirAsia Group operates scheduled
domestic and international flights to more than 165 destinations and 25 countries. AirAsia
has consistently been named as the world's best low-cost carrier for 11 years in a row.
AirAsia was established in 1993 and began operations on 18 November 1996. On 8
September 2001, this particular airline with RM 40 million worth of debts was brought by
Tony Fernandes with RM 1. Tony Fernandes and his partners turned the company around
and producing a profit in 2002. AirAsia launching their new routes from its hub in Kuala
Lumpur and they opened a second hub at Senai International Airport in Johor Bahru and
launched its first international flight to Bangkok. In 2004-2006, AirAsia expands its
flights to Macau, Mainland China, Philippines, Vietnam, Cambodia, Myanmar, and
Brunei. Until now, AirAsia operates the flight in 25 countries. The airline has moved its
head office to a new RM140 million facility constructed at klia2 on 7 November 2016. At
the year-end of 2019, AirAsia gains revenue more than RM 5billions every year and it has
more than 20,000 employees. Other than that, AirAsia also owned 575 of airplane Airbus
A320. It affirms another slogan of the company “The world's best low-cost airline”.

1.2 TERMS OF REFERENCE

To report on Multimedia University (MMU) student perception on International Flights

for Air Asia as requested by Madam Elaine Ang Hwee Chin, lecturer of Business
Communication In The Digital Age (DEN5220) on the 10 December 2019, and to make
appropriate recommendations. This study will be carried out by a team 5 members, which
were Kelly Lim May Chin, Lee Zhe Xuan, Ramsey Chong Yi Ze, Ko Wee Sheng and
Ernny Suhaila Binti Iwan Felany and the report will be prepared by all the member as
well.

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1.3 OBJECTIVES

The objectives of this report are:

1. to determine the level of satisfaction of MMU’s students towards the AirAsia

website, Aircraft cabin and service provided by in-flight service.
2. to suggest recommendations to AirAsia.

1.3.1 PURPOSE

The main purpose of this report is to determine the level of satisfaction of students in
Multimedia University (Malacca Campus). Through this report, we hope to improve the
overall quality of services such as tangible features, price, online website service, food
service, and level of passenger satisfaction. It also helps the airline to identify the real
needs of the user. In addition, this study provides useful information for airlines to
develop appropriate policies to ensure maximum customer experience satisfaction.

1.4 SCOPE

This is the report on the student's perception on international flight for AirAsia airline of
Multimedia University (Malacca Campus). Furthermore, the survey scope of this report is
in the Multimedia University (Malacca Campus) area. This report will be collected from
30 students. Moreover, the students are mainly from the Faculty of Business (FOB),
Faculty of Information System Technology (FIST), Faculty of Engineering (FET) and
Faculty of Law (FOL). Having to distribute the surveys to different students from
different faculties is the most effective way to get a variety of opinions from them.

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1.5 METHODOLOGY

1.5.1 SURVEY

The report shows that MMU student’s perception on international flights for AirAsia.
The respondents are 30 students who come from Multimedia University (Melaka
Campus). The study will be carried out for one week in the month of December 2019.
The instrument used in this report is a set of the survey questionnaire.
The survey includes 4 sections and in multiple-choice format. Section A is regarding
personal info. Whereas, section B is regarding AirAsia website. Furthermore, section
C is about the aircraft cabin of AirAsia. Section D is regarding service provided by in-
flight service of Air Asia. Last but not least, section E is about the recommendation of
customer.
By using simple random method, 30 sample respondents from Multimedia University
(Malacca Campus) will be involved in this survey. The respondents will then be given
the survey questionnaire to answer. In order to avoid any discrepancy in collections,
respondents are required to submit the questionnaire after finish answering.

1.5.2 DATA ANALYSIS

Once the questionnaire has been answered, it is to be returned immediately to be

analyzed and tabulated in the form of graphs and charts. Frequency counts will be
made on quantifiable items.

Appendix

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 A Survey on Self Perception on International Flight for AirAsia
We are conducting a survey regarding International Flight for AirAsia. Your cooperation is
much appreciated in completing our survey. Kindly take a few moments to complete this
form.
Instructions: Please read and mark with a tick (  ) in the box provided for each of the
statements below.

SECTION A: Personal Details

1. Faculty:
FOB FET FOL FIST
2. Have you ever travelled by Air Asia?
Yes No
3. Where did you travel regularly?
Domestic International
4. How many times did you travel in a year?
1-5 times 6-10 times 11-15 times
> 16 times Never travel at all
SECTION B: Website
5. Do you use Air Asia’s website frequently?
Yes No
6. What is your perception of the website provided by Air Asia?
Agree Neutral Disagree
7. You can easily understand the contents of the website provided?
Difficult to use
Moderate
Easy to use
8. Can you check-in from the Web or Kiosk?
Yes No
9. Can you make changes to your itinerary from Air Asia’s Website (online)?
Know Don’t know
SECTION C: Aircraft Cabin

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Please tick wherever you agree.
VP = Very Poor, P = Poor, N = Neutral, G = Good, E = Excellent
No Statements VP P N G E
.
10. Space for luggage storage
12. Cleanliness of aircraft

SECTION D: Service provided by In-flight service

Please tick wherever you agree.
VP = Very Poor, P = Poor, N = Neutral, G = Good, E = Excellent
No Statements VP P N G E
.
12. Courtesy of flight crews
13. Quality of food and beverages during the flight
14. Pilot's communication with passengers during flight

SECTION E: RECOMMENTATION
15.Do you think which part of AirAsia needs to be improved?
Increase flights
Adding inflight entertainment system
Improving catering quality
Other

“Thank you very much for your cooperation”