A Study of government owned airport’s service quality: The case of Hua Hin Airport
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Date
2019-06-30
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Article
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โรงเรียนการท่องเที่ยวและการบริการ มหาวิทยาลัยสวนดุสิต
Journal Title
A Study of government owned airport’s service quality: The case of Hua Hin Airport
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Abstract
The purposes of this study was to study the satisfaction level of passengers towards the
service quality of Hua Hin Airport by using SERVQUAL instrument to analyse the GAP of passenger
expectation and perception. The researchers aim to use the outcome of this study for further preparation for the readiness of Hua Hin Airport in the direction of service quality. This study was quantitative research with survey by distributing “Satisfaction Survey” Questionnaire to 180-sample population. The questionnaire focuses on the analysis of SERVQUAL with 5 dimensions of Tangibility,
Reliability, Responsiveness, Assurance and Empathy. The results of study were as follows; (1) There
were no significant differences between passenger expectation and perception toward Hua Hun
Airport service quality. (2) Tangibility is the most sensitive factor toward passenger expectation. (3)
Empathy is the number one satisfaction that passengers considered on Hua Hin Airport service
quality. (4) Shopping & dinning area, Ground transportation options and Flight Information screens
around terminal areas were indicated as the most urgent issues for improvement from the Gap
Analysis. (5) There were some parts of SERVQUAL and Gap Analysis demonstrated that Hua Hin
Airport performance obtained perception over expectation. Those areas were on some parts of
Tangibility, Responsiveness, Assurance and all part of Empathy