FACTORS AFFECTING CUSTOMER SATISFACTION IN AIRPORTS OF THAILAND
Keywords:
Passenger Satisfaction, Service Quality, Comfort, Safety, Airport TechnologyAbstract
This study has three objectives: 1) to identify and analyze the factors influencing passenger satisfaction toward airports in Thailand, focusing on service quality, comfort, safety measures, and technology use; 2) to measure satisfaction across different dimensions of airport service; and 3) to propose recommendations for enhancing and
developing airport service quality to meet customer expectations. Data was collected from diverse passenger groups, including international tourists, business travelers, and domestic passengers, at both major and regional airports. The findings indicate that service quality and comfort are significant factors affecting passenger satisfaction, with high correlation values (R² = 0.65 and 0.62, respectively, p < 0.05). This study suggests that service improvements, particularly those involving technology to increase efficiency and safety, could further enhance passenger satisfaction and support Thailand’s airport
services in achieving international competitiveness.
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