Measurement model of passengers’ expectations of airport service quality

The Thai aviation industry is projected to maintain steady growth due to an increase in flights and passengers, which will be supported by expanded air transport infrastructure. Along with handling the logistical demands imposed by increased traffic, airports must improve their quality of services,...

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Autores principales:	Dissakoon Chonsalasin, Sajjakaj Jomnonkwao, Vatanavongs Ratanavaraha
Formato:	article
Lenguaje:	EN
Publicado:	Elsevier 2021
Materias:	Airport service quality Passengers’ expectation Airport developments Quality management Confirmatory factor analysis Transportation engineering TA1001-1280
Acceso en línea:	https://doaj.org/article/debb2aa048ba472189a34619147a6f9c
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spelling	oai:doaj.org-article:debb2aa048ba472189a34619147a6f9c2021-11-30T04:15:28ZMeasurement model of passengers’ expectations of airport service quality2046-043010.1016/j.ijtst.2020.11.001https://doaj.org/article/debb2aa048ba472189a34619147a6f9c2021-12-01T00:00:00Zhttp://www.sciencedirect.com/science/article/pii/S2046043020300721https://doaj.org/toc/2046-0430The Thai aviation industry is projected to maintain steady growth due to an increase in flights and passengers, which will be supported by expanded air transport infrastructure. Along with handling the logistical demands imposed by increased traffic, airports must improve their quality of services, efficiency, and attentiveness to passengers’ needs so as to maintain high customer ratings. The objective of this study was to create a model for measuring airport quality by using confirmatory factor analysis to identify passengers’ expectations. The sample consisted of 1037 randomly selected passengers flying on domestic Thai airlines. The resulting model consists of seven dimensions of service quality: security, check-in, wayfinding, airport environment, access, arrival services, and airport facilities. This set of dimensions is complementary to previous research and can help airport regulators to better understand the actual needs of airport users and plan airport development accordingly. To strengthen Thailand’s economy within a framework of sustainable growth, it is important to provide passengers with more attractive services so that they will become repeat customers.Dissakoon ChonsalasinSajjakaj JomnonkwaoVatanavongs RatanavarahaElsevierarticleAirport service qualityPassengers’ expectationAirport developmentsQuality managementConfirmatory factor analysisTransportation engineeringTA1001-1280ENInternational Journal of Transportation Science and Technology, Vol 10, Iss 4, Pp 342-352 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	Airport service quality Passengers’ expectation Airport developments Quality management Confirmatory factor analysis Transportation engineering TA1001-1280
spellingShingle	Airport service quality Passengers’ expectation Airport developments Quality management Confirmatory factor analysis Transportation engineering TA1001-1280 Dissakoon Chonsalasin Sajjakaj Jomnonkwao Vatanavongs Ratanavaraha Measurement model of passengers’ expectations of airport service quality
description	The Thai aviation industry is projected to maintain steady growth due to an increase in flights and passengers, which will be supported by expanded air transport infrastructure. Along with handling the logistical demands imposed by increased traffic, airports must improve their quality of services, efficiency, and attentiveness to passengers’ needs so as to maintain high customer ratings. The objective of this study was to create a model for measuring airport quality by using confirmatory factor analysis to identify passengers’ expectations. The sample consisted of 1037 randomly selected passengers flying on domestic Thai airlines. The resulting model consists of seven dimensions of service quality: security, check-in, wayfinding, airport environment, access, arrival services, and airport facilities. This set of dimensions is complementary to previous research and can help airport regulators to better understand the actual needs of airport users and plan airport development accordingly. To strengthen Thailand’s economy within a framework of sustainable growth, it is important to provide passengers with more attractive services so that they will become repeat customers.
format	article
author	Dissakoon Chonsalasin Sajjakaj Jomnonkwao Vatanavongs Ratanavaraha
author_facet	Dissakoon Chonsalasin Sajjakaj Jomnonkwao Vatanavongs Ratanavaraha
author_sort	Dissakoon Chonsalasin
title	Measurement model of passengers’ expectations of airport service quality
title_short	Measurement model of passengers’ expectations of airport service quality
title_full	Measurement model of passengers’ expectations of airport service quality
title_fullStr	Measurement model of passengers’ expectations of airport service quality
title_full_unstemmed	Measurement model of passengers’ expectations of airport service quality
title_sort	measurement model of passengers’ expectations of airport service quality
publisher	Elsevier
publishDate	2021
url	https://doaj.org/article/debb2aa048ba472189a34619147a6f9c
work_keys_str_mv	AT dissakoonchonsalasin measurementmodelofpassengersexpectationsofairportservicequality AT sajjakajjomnonkwao measurementmodelofpassengersexpectationsofairportservicequality AT vatanavongsratanavaraha measurementmodelofpassengersexpectationsofairportservicequality
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Measurement model of passengers’ expectations of airport service quality

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