Service quality model for International airport in thailand
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Published:
Jan 2, 2020
Keywords:
Airport Service quality Satisfaction Intention to use
Main Article Content
Abstract
This study aims to analyze service quality model for international airport in Thailand. Moreover, the study was used quantitative study, the samples were 250 passengers who came to airport in Thailand. Questionnaire was used to collect the data and analyze by structural equation modelling. The results show that 1) 9 factors of service quality for international airport in Thailand: access, check-in, passport and personal ID control, security, finding your way, airport facilities, airport environment, Thainess, and people. 2) service quality directly affected to customer satisfaction and intention to use. Moreover, customer satisfaction was partially mediated on relationship between service quality and intention to use.
Article Details
How to Cite
สงวนวงศ์ ธ., & พงศ์พฤฒิกุล ภ. (2020). Service quality model for International airport in thailand. Phuket Rajabhat University Academic Journal, 15(2), 230–245. retrieved from https://so05.tci-thaijo.org/index.php/pkrujo/article/view/242205
Section
Research article
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References
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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.
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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.
Bigovic, M., & Prasnikar, J. (2015). Predicting tourists' behavioral intentions at the destination level. Current Issues in Tourism, 18(5), 744-764.
Bitner, M. J., Zeithaml, V. A., & Gremler, D. D. (2010). Technology’s impact on the gaps model of service quality Handbook of service science (pp.197-218): Springer.
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 International Academic Conferences.
De Nisco, A., Mainolfi, G., Marino, V., & Napolitano, M. R. (2015). Tourism satisfaction effect on general country image, destination image, and post-visit intentions. Journal of Vacation Marketing, 21(4), 305-317.
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.
Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention, and behavior: An introduction to theory and research. MA: Addison Wesley Reading.
Gitto, S., & Mancuso, P. (2017). Improving airport services using sentiment analysis of the websites. Tourism Management Perspectives, 22, 132-136.
Guo, Y., Barnes, S. J., & Jia, Q. (2017). Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation. Tourism Management, 59, 467-483.
Hair, J. F., Anderson, B. W., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis with reading (Vol. 4th). 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.
Kozak, M., & Decrop, A. (2009). Handbook of tourist behavior: Theory and practice. New York: Routledge.
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.
Liang, L. J., Choi, H. C., & Joppe, M. (2018). Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb. International Journal of Hospitality Management, 69, 41-48.
Liang, L. J., Choi, H. C., & Joppe, M. (2018). Understanding repurchase intention of Airbnb consumers: Perceived authenticity, electronic word-of-mouth, and price sensitivity. Journal of Travel & Tourism Marketing, 35(1), 73-89.
Liu, C.-H. S., & Lee, T. (2016). Service quality and price perception of service: Influence on word-of-mouth and revisit intention. Journal of Air Transport Management, 52, 42-54.
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
Moon, H., Yoon, H. J., & Han, H. (2015). Role of airport physical environments in the satisfaction generation process: Mediating the impact of traveler emotion. Asia Pacific Journal of Tourism Research, 21(2), 193-211.
Nghiem-Phu, B., & Suter, J. R. (2018). Airport image: An exploratory study of McCarran International Airport. Journal of Air Transport Management, 67, 72-84.
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 servicescape 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.
Rezaei, S., Mazaheri, E., & Azadavar, R. (2017). Determinants of experienced tourists’ satisfaction and actual spending behavior: A PLS path modelling approach. International Journal of Culture, Tourism and Hospitality Research, 11(2), 157-181.
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.
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).
Timm, P. R. (2011). Customer service: Career success through customer loyalty (5th ed.). NJ: Prentice Hall.
Wardi, Y., Abror, A., & Trinanda, O. (2018). Halal tourism: Antecedent of tourist’s satisfaction and word of mouth (WOM). Asia Pacific Journal of Tourism Research, 23(5), 463 - 472.
Wattanacharoensil, W., Schuckert, M., Graham, A., & Dean, A. (2017). An analysis of the airport experience from an air traveler perspective. Journal of Hospitality and Tourism Management, 32, 124-135.
Wu, H.-C., & Cheng, C.-C. (2013). A hierarchical model of service quality in the airline industry. Journal of Hospitality and Tourism Management, 20, 13-22.
ACI. (2017). Airport service quality. 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.
Bigovic, M., & Prasnikar, J. (2015). Predicting tourists' behavioral intentions at the destination level. Current Issues in Tourism, 18(5), 744-764.
Bitner, M. J., Zeithaml, V. A., & Gremler, D. D. (2010). Technology’s impact on the gaps model of service quality Handbook of service science (pp.197-218): Springer.
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 International Academic Conferences.
De Nisco, A., Mainolfi, G., Marino, V., & Napolitano, M. R. (2015). Tourism satisfaction effect on general country image, destination image, and post-visit intentions. Journal of Vacation Marketing, 21(4), 305-317.
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.
Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention, and behavior: An introduction to theory and research. MA: Addison Wesley Reading.
Gitto, S., & Mancuso, P. (2017). Improving airport services using sentiment analysis of the websites. Tourism Management Perspectives, 22, 132-136.
Guo, Y., Barnes, S. J., & Jia, Q. (2017). Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation. Tourism Management, 59, 467-483.
Hair, J. F., Anderson, B. W., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis with reading (Vol. 4th). 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.
Kozak, M., & Decrop, A. (2009). Handbook of tourist behavior: Theory and practice. New York: Routledge.
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.
Liang, L. J., Choi, H. C., & Joppe, M. (2018). Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb. International Journal of Hospitality Management, 69, 41-48.
Liang, L. J., Choi, H. C., & Joppe, M. (2018). Understanding repurchase intention of Airbnb consumers: Perceived authenticity, electronic word-of-mouth, and price sensitivity. Journal of Travel & Tourism Marketing, 35(1), 73-89.
Liu, C.-H. S., & Lee, T. (2016). Service quality and price perception of service: Influence on word-of-mouth and revisit intention. Journal of Air Transport Management, 52, 42-54.
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
Moon, H., Yoon, H. J., & Han, H. (2015). Role of airport physical environments in the satisfaction generation process: Mediating the impact of traveler emotion. Asia Pacific Journal of Tourism Research, 21(2), 193-211.
Nghiem-Phu, B., & Suter, J. R. (2018). Airport image: An exploratory study of McCarran International Airport. Journal of Air Transport Management, 67, 72-84.
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 servicescape 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.
Rezaei, S., Mazaheri, E., & Azadavar, R. (2017). Determinants of experienced tourists’ satisfaction and actual spending behavior: A PLS path modelling approach. International Journal of Culture, Tourism and Hospitality Research, 11(2), 157-181.
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.
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).
Timm, P. R. (2011). Customer service: Career success through customer loyalty (5th ed.). NJ: Prentice Hall.
Wardi, Y., Abror, A., & Trinanda, O. (2018). Halal tourism: Antecedent of tourist’s satisfaction and word of mouth (WOM). Asia Pacific Journal of Tourism Research, 23(5), 463 - 472.
Wattanacharoensil, W., Schuckert, M., Graham, A., & Dean, A. (2017). An analysis of the airport experience from an air traveler perspective. Journal of Hospitality and Tourism Management, 32, 124-135.
Wu, H.-C., & Cheng, C.-C. (2013). A hierarchical model of service quality in the airline industry. Journal of Hospitality and Tourism Management, 20, 13-22.
