Factors associated with service quality perceived by the users of Udon Thani International Airport

Abstract

This research aimed to 1. Identify the characteristics of the users of Udon Thani International Airport, 2. Explore the users’ satisfaction on service quality of Udon Thani International Airport and 3. Identify various factors associated with service quality perceived by the users of Udon Thani International Airport. The research used questionnaires to collect the quantitative data and overall of reliabilities were 0.91. The data was analyzed by descriptive statistics; frequency and percentage, mean, and standard deviation. The analysis revealed the following results; 1. Most of the people in Udon Thani International Airport were males. The users were between 26-40 years old and they travelled for business purposes. Also, most of the users have
used this airport for at least 5 times. 2. The users of Udon Thani International Airport identified their satisfaction on the airport perceive to have image of being international airport overall in maximum level.
3. The factors associated with the users’ service quality satisfaction were perceived to be based on the airport’s safety and security and tangibility of service provided to the users, whereas ground service staffs credibility and reliability was perceived to be the least factor contributing overall service quality of the airport.
The research concludes that the users’ may express their satisfaction on overall service quality at high level, however, it is also important to identify various factors associated with service quality perceived by the users which such information can be used to develop strategic guideline for the airport’s service improvement in the future. Keywords : perceived service quality, users’ satisfaction, Udon Thani International Airport