The Analysis of Service Quality Indicators for Airports in Thailand

Abstract

          For this study, “The Analysis of Service Quality Indicators for Airports in Thailand”, the documentary research. The objectives of this research were to 1) explore past studies about service quality indicators in relation to Thailand and 2) analyze and determine the service quality indicators for airports in Thailand. This research collected data from online academic databases and employed content and descriptive analyses (frequency and percentage).

           Based on the study, most studies employed SERVQUAL as the main model (with relevant indicators) to measure service quality indicators for the airports in Thailand. They were the five dimensions: reliability, responsiveness, empathy, assurance and tangibility. There were some studies employing indicators at the international level for measuring
the airport service quality in Thailand, for example, check-in, airport environment, access, arrival services and airport facilities. However, this research analyzed and determined the service quality indicators for the airports in Thailand by re-categorizing them into 8 components:reliability, empathy, assurance, responsiveness, tangibility, signage, access/mobility and arrival services. The knowledge from this research will be beneficial to the academic community and airline business.