แผนการพัฒนาคุณภาพการให้บริการการขนส่งสินค้าทางอากาศ ของท่าอากาศยานนานาชาติเชียงใหม่

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รัตนา บุญเลิศพรพิสุทธิ์
ธีรพจน์ เวศพันธุ์

Abstract

The objective of this mixed method research was (1) to study the service quality of air freight carriers at Chiang Mai international airport (2) to develop a service quality improvement plan for air freight carriers at Chiang Mai international airport (3) to investigate the feasibility and consistency of a service quality improvement plan for air freight carriers at Chiang Mai international airport. This research has two steps. First, to survey quality of services by sampling 5 leaders of the freight carriers at Chiang Mai international airport and to analyze the consumer expectations and perceptions of service quality called SERVQUAL. Second, to interview 7 experts of air freight carriers. The interviews and questionnaires were analyzed by SWOTANALYSIS (A study by an organization to identify its internal strengths and weaknesses and external opportunities and threats.) for the developed service of air freight carriers. The results of this study were able to compare expectations and real perceptions from the service quality of air freight carriers at Chiang Mai international airport. Quick response time, understanding and sympathy were different the results of data were analyzed using SWOT ANALYSIS that gave us the strategic plan for development of the quality of service. Two major issues are the development of the physical characteristics and service characteristics of employees. The result of this research can be used for planning for developing the quality of service for air freight carriers at Chiang Mai international airport.

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บทความวิจัย