A Structural Equation Model for Logistics Service Quality to Measurement Passenger Loyalty at Suvarnabhumi Airport, Thailand

Abstract

This research purports to (1) examine the logistics service quality experienced by passengers traveling through Suvarnabhumi international airport, consisting of a component concerning SerScape, transaction process, and the service system; (2) study the satisfaction of the airline passengers; (3) investigate passengers’ loyalty using a structural equation model: SEM as a research tool upon analyzing the EFA. Across all 9 aspects of the logistics services, this has been regrouped and can be categorized into 3 main aspect namely the service quality concerning the SerScape, the transaction procedures, and the service system. The subjects of this study are international airline passengers. The data is drawn from a sample group of 514 subjects, using the analysis method of Mean, Percentage, and the SEM. The research findings reveal that the Model contains CMIN/DF = 2.604, RMSEA= 0.052,GFI = 0.860, NFI= 0.902 RFI =0.888, IFI =0.937, TLI =0.928, and CFI = 0.937. In other words, it discovers that the logistic service quality has a direct correlation to the level of satisfaction, with a path coefficient equals to 0.85, the passengers’ satisfaction contains a positive correlation to their loyalty, with a path coefficient of 0.21, and the logistic service quality holds a direct influence upon the passengers’ loyalty, amounting to a path coefficient of 0.58. Accordingly, this research amounts to the value of logistic service quality activities so as to measure the satisfaction and the loyalty that are taken into account when choosing different airline services and to create the optimal benefits upon the improvement of SerScape, transaction processes, and service mechanism so that it can be more convenient for the airline passengers traveling through Suvarnabhumi international airport.