SERVICE QUALITY OF AIR FREIGHT BUSINESS AT SUVARNABHUMI AIRPORT

Abstract

The purpose of this study was to determine the important level factors of service quality, customers satisfaction, and compare customer service satisfaction. A questionnaire was distributed to 135 customers who received the services from air freight at Suvarnabhumi airport and analyzed data in statistic application of percentage, mean, standard deviation, t-test, f-test( one-way ANOVA), correlation, and multiple regression analysis.

            The results of the study showed that most of respondents were male, aged 36-45 years old, were bachelor degree holders, and earned a monthly income less than 20,000 baht, and in operational staff position. Service quality factors were at a very important level. Service satisfaction is at a very satisfactory level. The different personal behavior patterns, such as gender, age, level of education, salary, and job position were not affected service satisfaction of air freights business at Suvarnabhumi airport. The overall picture of the opinions on the factors of service quality correlated to customers service satisfaction at Air Freight Business at Suvarnabhumi Airport regarding the concreteness of service, such as reliability, confidence, knowledge, and understanding of the service which influenced service satisfaction at statistically significant 0.05 level in the same direction.