The perception of airline passengers toward airport service quality

Abstract

Objective of the Study in Service quality of airline’s passenger at the international airport are as following, 1) To study the satisfaction of the Service quality of airline’s passenger at the international airport, 2) To study the relationship of service quality and passenger satisfaction at the international airport, 3) To apply the study results as a guideline to solve the service quality at the international airport. In which this research is quantitative research, it is focused on surveying specific queries airline’s passengers of the International Airport. The area is set only in the International Airport. Also, questionnaire is used as a research tool that can be divided into 2 types: Self-collected questionnaire and e-Mail collected questionnaire. The result of the study found that most of the participants gender is female (231 people, 57.8 %).  21–30 years old is the peak average age range (112 people, 28.0 %). The average education level is bachelor degree (211 people, 52.8 %). The average income range is 20,001–30,000 Thai Baht per month (124 people, 31.0 %). In conclusion, the study has found that the five factors above have affected significantly to the satisfaction of airline service quality at International Airport’s passenger in the high level.