A Model for Enhancing Service Quality of U-Tapao Rayong Pattaya International Airport to Global Standards
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Abstract
This research aimed to 1) synthesize service models and standards of Thai airports and the world's best airports, 2) extract lessons learned from service experiences at world-class airports and identify service expectations according to Thai airport standards, and 3) develop a model for enhancing service quality at U-Tapao Rayong-Pattaya International Airport to world-class standards. The study employed a mixed-methods approach combining qualitative and quantitative research. Data were collected through 45 interviews and 400 questionnaires. The findings revealed that a high-performing airport should leverage technology to improve service quality and provide services in accordance with ICAO and IATA standards. The expectation regarding sufficient short-term and long-term parking spaces was rated at the highest level (Mean = 4.52). Factor analysis yielded a KMO value of 0.93 and a statistically significant Chi-Square value (p = 0.00). Finally, the study proposed a model consisting of five dimensions: Services & Facilities, Safety & Security, Support Services & Technology, Service & Staff Support, and Stewardship & Airport Management. This model can be applied to other airports in Thailand, particularly those under development or improvement, in order to raise standards consistently nationwide and support the development of a regional aviation hub.
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