Options
Passengers’ Perspective of Airport ServiceQuality at Suvarnabhumi International Airport
Journal
University of the Thai Chamber of Commerce Journal
Publisher(s)
Chulalongkorn University Printing House
University of the Thai Chamber of Commerce
Date Issued
2011
Author(s)
Other Contributor(s)
University of the Thai Chamber of Commerce. Journal Editorial Office
Abstract
The purpose of this study is to contribute to the development of a conceptual modelof perceived service quality in airports, The study adapted the concept of expectationsunderlying Fodness and Murray’s (2007: 492-506) selection of methodology formeasuring service quality, with a focus on passenger perceived service quality. In thisstudy, the researcher used a quantitative method to test an objective approach tomeasuring passengers’ perception and satisfaction of airport service quality atSuvarnabhumi International Airport, Thailand. Questionnaires were collected from 500passengers who had arrived, were departing or transiting at SuvarnabhumiInternational Airport. The results of factor analysis identified three items:1) Environment Service Provider, 2) Personnel and Passengers’ Relationship, and3) Servicescape (areas providing a variety of services). The findings of this studyindicated that passenger perceptions of satisfaction concerning airport service qualityhave a positive influence on overall passenger satisfaction. After comparing theperception of airport service quality attributes and passengers’ demographic profiles(purpose of travel, trip orientation, and frequency of travel) between Thai and foreignpassengers, the results showed that there were significant differences in airportservice quality attributes between Thai and foreign passengers.
Subject(s)
ISSN
0125-2437
Access Rights
public
Rights
This work is protected by copyright. Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner.
Rights Holder(s)
University of the Thai Chamber of Commerce
Bibliographic Citation
Arisara Seyanont (2011) Passengers’ Perspective of Airport ServiceQuality at Suvarnabhumi International Airport. University of the Thai Chamber of Commerce Journal Vol.31 No.4.
File(s)
Views
8
Acquisition Date
Sep 29, 2023
Sep 29, 2023
Downloads
34
Last Week
5
5
Last Month
6
6
Acquisition Date
Sep 29, 2023
Sep 29, 2023