Service quality improvement of ground staff at Don Mueang International Airport

Abstract

     The purposes of this research were to: 1) evaluate the service quality of the ground staff at Don Mueang International Airport (DMK), 2) compare the ground staff quality service perception of Thai passengers at DMK, and 3) provide guidelines for service quality improvement of the DMK airlines ground staff. A sample size of 400 Thai domestic passengers was accidentally selected at DMK. A questionnaire was used as a research tool for data collection. Five dimensions of service quality were evaluated: reliability, responsiveness, assurance, empathy, and tangibles. It was found that the service quality of ground staff was moderate. The highest dimension of service quality realization was tangibles, followed successively by reliability, assurance, empathy, and responsiveness. The passengers' perception of the ground staff's service quality varied by gender and age group. Guidelines were proposed for the improvement of ground staff service quality at DMK based on the findings.