Expectation and Perception of Service Quality toward Hatyai International Airport during the Pandemic of Covid-19
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Abstract
The objectives of the study were to: 1) compare the differences between expectations and perceptions of service quality at Hatyai International Airport during COVID-19, 2) compare expectations of service quality at Hatyai International Airport during COVID-19 according to demographic factors, and 3) compare perceived quality at Hatyai International Airport during COVID-19 according to demographic factors. The sample consisted of 400 Thai customers at Hatyai International Airport, selected purposively. Data were collected using a questionnaire. The statistics employed included frequency, percentage, mean, standard deviation, paired sample t-test, independent sample t-test, and ANOVA.
The results revealed no significant difference, both overall and by each aspect, between expectations and perceptions of service quality at Hatyai International Airport during COVID-19. However, expectations of service quality at Hatyai International Airport during COVID-19 were significantly different according to gender, age, educational background, profession, and monthly income. In addition, overall perceived service quality at Hatyai International Airport during COVID-19 were significantly different based on gender, age, educational background, marital status, profession, and monthly income. These results can inform improvements in service quality at Hatyai International Airport in managing the COVID-19 crisis or future disease outbreaks.
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