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Title: Passengers’ Perspective of Airport ServiceQuality at Suvarnabhumi International Airport
Authors: Seyanont, Arisara 
Issue Date: 2011
Publisher: Chulalongkorn University Printing House
University of the Thai Chamber of Commerce
Source: Arisara Seyanont (2011) Passengers’ Perspective of Airport ServiceQuality at Suvarnabhumi International Airport. University of the Thai Chamber of Commerce Journal Vol.31 No.4.
Journal: University of the Thai Chamber of Commerce Journal 
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.
ISSN: 0125-2437
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.
Appears in Collections:JEO: Journal Articles

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