SUVARNABHUMI AIRPORT SERVICE QUALITY UNDER CORONAVIRUS 2019 CIRCUMSTANCES
Article Sidebar
Main Article Content
Abstract
The objective of this study was to investigate the perception of Thai passengers towards the quality of service at Suvarnabhumi Airport during the Coronavirus Disease 2019 (COVID-19) situation. This study employed a quantitative method using a survey with questionnaires to collect data from 400 Thai passengers, both males and females, aged over 18 years old, who had a domestic flight from Suvarnabhumi Airport at least once between February 2020 and February 2021.
The results of this research revealed that the respondents had a high perception level of the service quality in every aspect, on an average of 4.03. When considered in each aspect, the perception level was also at a high level in terms of assurance on an average of 4.09, tangibles at 4.05, empathy at 4.03, reliability at 4.00, and responsiveness at 3.94, respectively.
The hypothesis test results revealed that (1.) the difference in age and marital status indicated a statistically significant difference in the perception level of the service quality in terms of tangibles, reliability, responsiveness, and overall aspects with statistical significance at the 0.05 level. (2.) the difference in age indicated a statistically significant difference in the perception level of the service quality in terms of assurance and empathy with statistical significance at the 0.05 level.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Each publish articles were copyright by Phranakorn Rajabhat University
Any contents which appeared in each articles in the journal were authors personal opinion. It did not relate to Phranakorn Rajabhat University and other instructors in the university. Each authors would take responsibility on their articles. If there are any mistake, the authors will take responsibility themselves
References
Anusit, P. (2018). Factors influencing the passenger satisfaction towards the services of the employees at Don Mueang International Airport, Independent study of Business Administration, Krirk University, Bangkok. (In Thai)
Best, J. W. (1977). Research in Education. New Jersey: Prentice Hall Inc.
Boonmuang, C. (2010). Passenger satisfaction toward service quality of investigating officer according to security measures: A case study at Domestic Terminal of Donmuang Airport, Master’s thesis of Business Administration, Rajamangala University of Technology Thanyaburi, Pathum Thani. (In Thai)
Bunyasmit, K. (2007). The Satisfaction of Thai Passengers of Thai AirAsia towards Service of Thai AirAsia, Master’s thesis, Eastern Asia University, Pathum Thani. (In Thai)
Chantavai, T. (2021). The service quality affecting user’s satisfaction in Suvarnabhumi Airport. Retrieved from https://mmm.ru.ac.th/MMM/IS/sun18/
pdf [2021, 12 Jun.] (in Thai)
Civil Aviation Authority of Thailand, (2020). The Notification on Conditions for Aircraft Permission to Enter Thailand (No.2) Retrieved from https://www.caat.or.th/th/archives/51887 [2021, 8 Jan,] (in Thai)
Panprem, K. (2015). Guidelines for services quality development of Donmueng Airport (in the factor of responsiveness and empathy towards Thai passengers. Ph.D. in Social Sciences Journal, 5(1), 30-40. (In Thai)
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Phuwapatchaikit, V. (2016). Service quality factors affecting satisfaction of Thai customers at Suvarnabhumi International Airport, Independent study of Business Administration, Bangkok University, Bangkok. (In Thai)
Ratanavirakul, K. (2008). Why hotels fall?, Bangkok: Advance Hospitality Consultant. (In Thai)
Saiyos, L., & Saiyos, A. (1995). Educational research techniques, Bangkok: Suweeriyasarn. (In Thai)
Serirat S., & group (1995) Marketing strategy and marketing management, Bangkok: Patana Publishing. (In Thai)