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DEVELOPING AND EVALUATING AN AIRPORT SERVICE QUALITY MODEL: THE CASE OF AIRPORT BASED IN THAILAND |
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| รหัสดีโอไอ | |
| Creator | Nuchanart Cholkongka |
| Title | DEVELOPING AND EVALUATING AN AIRPORT SERVICE QUALITY MODEL: THE CASE OF AIRPORT BASED IN THAILAND |
| Publisher | National Research Council of Thailand |
| Publication Year | 2563 |
| Journal Title | SOCIAL SCIENCE ASIA : Official Journal of National Research Council of Thailand (NRCT) in conjunction with ABAC Journal |
| Journal Vol. | 6 |
| Journal No. | 3 |
| Page no. | 30-45 |
| Keyword | Service quality, airport service, ground services |
| URL Website | http://e-journal.nrct.go.th/ |
| Website title | e-journal |
| ISSN | 2229-2608 |
| Abstract | The aim of this research was to develop an effective model for airport service quality for application at Suvarnabhumi Airport (Thailand). The objectives of the study included the derivation of an integrative model from previous industry-specific airline service quality models and evaluating and testing of the model based on expert and passenger views. An exploratory sequential mixed methods approach was used for the study. The data were collected using semi-structured interviews with experts (n=5) and passengers (n=10), and a passenger survey (n=500). The results indicated that the check-in process, security process, immigration and customs processes, staff interaction, signs and information, airport accessibility, the airport environment, food offerings, retail offerings, other facilities and the transfer and arrival processes, all influenced passenger perceptions of service quality. The implication of the findings is that these areas should be the focus of planned improvements to service quality and passenger satisfaction. |
