The guidelines for service quality improvement of an airport ground support equipment of Panat Assembly company

Abstract

          This study aimed to investigate opinions on the quality of the airport facility service process comprising of aircraft pushback tractors, baggage transfers of the airliners in Thailand, and to propose ways to improve the company’s ground service equipment of Panat Assembly Company.  The research tool used in the study was qualitative research in forms of interviews. The sample was 20 participants undergoing in-depth interview sessions including the supervisors, managers and directors from companies who hired the airport equipment.

          The service quality improvement of airport ground support equipment revealed that the policies on the standards of equipment and services of airport equipment should be formulated for readiness to use, meeting the needs of users. In relation to the equipment maintenance, capability for such maintenance should be assessed; stock of spare parts needed to be sufficient, otherwise external agencies with expertise in maintenance should be hired to be the subcontractor in the maintenance by setting out conditions for the great benefit of users. While at work the uniformed staff should be well-groomed and attired in accordance with the company regulations. They were also required to enhance their skills and knowledge to provide continuous services, to increase awareness and ability to work with employees at all levels, and the skills of all aspects related to the operations would have to be broadened. Teamwork and inter-department coordination policies should be imposed by means of creating consciousness of providing service quality. The social assistance policy should be maintained and continuously followed for good corporate image of the organization.