THE INFLUENCE OF SERVICE QUALITY TO CUSTOMER SATISFACTION FOR INTERNATIONAL AIRPORTS IN THAILAND
Keywords:
Service Quality, Satisfaction, Airport, Aviation IndustryAbstract
Service quality is an important factor for business operations. The service quality can make a difference to the airport business by helping to have a better market share than competitors. It can help the management to have better quality. The objective of this study is to examine the service quality affected to customer satisfaction for the international airports in Thailand. The sample of the study was the foreign passengers who used the 6 international airports under the management of the Airports of Thailand Public Company Limited, a total of 250 people, which used questionnaires as a tool for data collection. The analysis was used multiple regression. The results of the study showed that the level of opinions of passengers on the quality of the airport services. Passengers perceived the quality of services related to passport and personal identification, followed by: ticket checking, finding a way, to secure, airport environment, airport facilities and airport entrances and exits respectively. In addition, the test of the influence of service quality to satisfaction show that service quality has a direct positive influence on customer satisfaction in 2 dimensions: security and airport entrances and exits only. The results of this study can be used to improve the service quality of the airport to better meet the needs of passengers.
References
ACI. (2017). Airport service quality. Retrieved from http:// www.aci-aer0/Customer-Experience-ASQ/Homepage
Ali, F., Kim, W. G., & Ryu, K. (2016). The effect of physical environment on passenger delight and satisfaction: Moderating effect of national identity. Tourism Management, 57, 213-224.
Ansari, Z. A., & Agarwal, J. (2015). A critical analysis of the passenger’s satisfaction from the services quality of the king abdulaziz international airport Jeddah, Saudi arabia. International Journal of Economics, Commerce and Management, 3(8), 213-228.
Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785-804.
Bezerra, G. C., & Gomes, C. F. (2015). The effects of service quality dimensions and passenger characteristics on passenger's overall satisfaction with an airport. Journal of Air Transport Management, 44, 77-81.
Bezerra, G. C. L., & Gomes, C. F. (2016). Measuring airport service quality: A multidimensional approach. Journal of Air Transport Management, 53, 85-93.
Bogicevic, V., Yang, W., Cobanoglu, C., Bilgihan, A., & Bujisic, M. (2016). Traveler anxiety and enjoyment: The effect of airport environment on traveler's emotions. Journal of Air Transport Management, 57, 122-129.
Ching, M. (2014). Passengers' perception on airport service and quality satisfaction. Paper presented at the Proceedings of 10th International Academic Conferences, 3(3), 198 - 207.
Djajanto, L., Nimran, U., & Kumadjl, S. (2014). The effect of self-service technology, service quality, and relationship marketing on customer satisfaction and loyalty. Journal of Business Management, 16(1), 39-50.
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, 169-180.
Hair, J. F., Anderson, B. W., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis with reading (4th ed.). New Jersey: Prentice-Hall.
Hu, K. C., & Huang, M. C. (2011). Effects of service quality, innovation and corporate image on customer’s satisfaction and loyalty of air cargo terminal. International Journal of Operations Research, 8(4), 36-47.
Hussain, R., Al Nasser, A., & Hussain, Y. K. (2015). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of Air Transport Management, 42, 167-175.
Izogo, E. E., & Ogba, I.-E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality & Reliability Management, 32(3), 250-269.
Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346-351.
Kim, M., Vogt, C. A., & Knutson, B. J. (2015). Relationships among customer satisfaction, delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism Research, 39(2), 170-197.
Ku, E. C., & Chen, C.-D. (2013). Fitting facilities to self-service technology usage: Evidence from kiosks in Taiwan airport. Journal of Air Transport Management, 32, 87-94.
Lovelock, C., & Wirtz, J. (2011). Service marketing: People, technology, strategy (7th ed.). NJ: Prentice Hall.
Martin-Domingo, L., Martin, J. C., & Mandsberg, G. (2019). Social media as a resource for sentiment analysis of Airport Service Quality (ASQ). Journal of Air Transport Management. 78, 106 - 155.
Moon, H., Yoon, H. J., & Han, H. (2015). Role of airport physical environments in the satisfaction generation process: Mediating the impact of traveller emotion. Asia Pacific Journal of Tourism Research, 21(2), 193-211.
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, Special Issue(63), 33-44.
Pantouvakis, A., & Renzi, M. F. (2016). Exploring different nationality perceptions of airport service quality. Journal of Air Transport Management, 52, 90-98.
Park, K., & Park, J.-W. (2018). The effects of the services cape of airport transfer amenities on the behavioral intentions of transfer passengers: A case study on Incheon International Airport. Journal of Air Transport Management, 72, 68-76.
Prebezac, D., Mikulic, J., & Jurkovic, P. (2010). Passenger perceptions of airport service performance--a three-dimensional importance-performance analysis. Acta turistica, 22(2), 161-177.
Prentice, C. (2013). Service quality perceptions and customer loyalty in casinos. International Journal of Contemporary Hospitality Management, 25(1), 49-64.
Prentice, C., & Kadan, M. (2019). The role of airport service quality in airport and destination choice. Journal of Retailing and Consumer Services, 47, 40-48.
Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions–the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136-1159.
Shabbir, A., & Malik, S. A. (2016). Measuring patients’ healthcare service quality perceptions, satisfaction, and loyalty in public and private sector hospitals in Pakistan. International Journal of Quality & Reliability Management, 33(5), 538-557.
Shi, Y., Prentice, C., & He, W. (2014). Linking service quality, customer satisfaction and loyalty in casinos, does membership matter? International Journal of Hospitality Management, 40, 81-91.
Subha, M., & Archana, R. (2013). Identifying the dimensions of service quality as antecedents to passenger satisfaction of Rajiv Gandhi International Airport. Journal of Contemporary Research in Management, 8(2), 25-33.
Downloads
Published
How to Cite
Issue
Section
License
Content and information of the article published at Suthiparithat Journal are based on the sole opinions and responsibility of author(s) only. Neither the editorial board involve in......
