SERVICE QUALITY AND CUSTOMER SATISFACTION AT NAKHON PHANOM AIRPORT IN NAKHON PHANOM PROVINCE

Abstract

          The Objectives of this research article were to 1) study the level of service quality and satisfaction to service users of Nakhon Phanom Airport, Nakhon Phanom Province 2) study the relationship between service quality and customer satisfaction at Nakhon Phanom Airport, Nakhon Phanom Province.  To carry out this research, the researchers surveyed the satisfaction of 400 users at Nakhon Phanom Airport by using questionnaires as a survey tool. In part 1, there are 5 aspects of satisfaction in service quality, consisting of tangibility, reliability, responsiveness, assurance, and empathy. In part 2, there are other 5 aspects of satisfaction in service quality, consisting of the efficiency of the process, the convenience of the passenger terminal, condition and cleanliness of the terminal building, passenger facilities, service of the terminal staff. The data analysis tools included percentage, mean, standard deviation and the correlation analysis. From the survey, it was found that the overall satisfaction with the service quality was at a good level and the average was 4.43. In addition, the overall satisfaction of the users who came to service Nakhon Phanom Airport was good, and the average was 4.47. In addition, the relationship between service quality and satisfaction of Nakhon Phanom Airport users found that the correlation analysis of service quality of Nakhon Phanom Airport users was found. Has a correlation coefficient of 0.816 and satisfaction of Nakhon Phanom Airport users a correlation coefficient of 0.658 with a relationship that is positive.