Relationship Between Service Quality, Satisfaction And Revisit Intention For International Airport In Thailand

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Published: Dec 15, 2023
Keywords:
Airport Service Quality Revisit Intention Satisfaction

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Theeraphan Sa-ngunwong
Faculty of Management Science, Phuket Rajabhat University
Phoommhiphat Pongpruttikul
Research Development and Innovation, Dhurakij Pundit University
Nimit Soonsan
Faculty of Management Science, Phuket Rajabhat University

Abstract

Airport service quality has significantly become part of the guideline development plan for airports. However, airports provided service quality to different customers that affected different services. This study aimed to analyze the relationship between service quality, satisfaction and revisit intention for an international airport in Thailand. Moreover, the study was a quantitative study, and the samples were 250 passengers who came to the airport in Thailand. A questionnaire was used to collect the data and was analyzed by structural equation modelling.  The results show that service quality directly affected customer satisfaction and intention to use. Moreover, customer satisfaction was partially mediated on the relationship between service quality and intention to use. This research results provide information on service quality, satisfaction and revisit intention from passengers’perspectives. Airport management teams can use the research finding to improve service quality

Article Details

How to Cite
Sa-ngunwong, T. ., Pongpruttikul, P. ., & Soonsan, N. (2023). Relationship Between Service Quality, Satisfaction And Revisit Intention For International Airport In Thailand. Journal of Management Sciences Suratthani Rajabhat University, 10(2), 431–458. Retrieved from https://so03.tci-thaijo.org/index.php/msj/article/view/257806
Issue
Vol. 10 No. 2 (2023): Journal of Management Science, Suratthani Rajabhat University (July-December 2023)
Section
Research Article
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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

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