An analysis of service quality indicators for the airline business in Thailand and international context

Abstract

     Nowadays, there are a number of studies examining airline service quality in various models. However, there should be a further study to examine this issue for a better understanding about it. This research’s objectives, therefore, are to 1) explore past studies in regard to airline service quality in relation to Thailand and international contexts; and 2) to analyze the airline service quality indictors from past studies in order to obtain the in-depth knowledge and better understanding of such issues. This research collected the data from online databases and employed content and descriptive analyses (frequency and percentage) to analyze the data.

     Based on the study, it was found that most Thai studies employed SERVQUAL model as the main model to measure airline service quality while international studies used both SERVQUAL and other models to measure airline service quality. However, the in-depth analysis revealed that other models being employed had the major components or indicators developed from the SERVQUAL. According to the findings, international researchers added or modified certain components or indicators which were important to the airline business in order to obtain an appropriate measurement for the airline service quality. The knowledge from this research will be beneficial to the academic community and airline business.