The Perceived Quality of Services of the Passengers: A Case Study of Bangkok Airways Domestic Flights
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Abstract
This study examines the perceived quality of services provided by Bangkok Airways. The study’s sample group, which was obtained through a convenience sampling selection method, was 400 domestic passengers receiving services from Bangkok Airways. The research tool was a questionnaire which was checked for validity, reliability, and research ethics by experts. The statistical data and techniques for data analysis used in this study included percentages, means, standard deviations, Fisher’s least significant difference, and Tukey’s multiple comparison test. An inferential statistics test, One-way ANOVA, was used for hypothesis testing. The results showed that passengers’ demographic information (i.e., gender, age, occupation, and the frequency of the passengers’ service usage) statically influenced their satisfaction with Bangkok Airways’ services at the significant level of 0.05. The findings indicated that the two most important factors impacting the perceived quality of Bangkok Airways’ services were (1) the delivery time of checked baggage (97.0%) and (2) the comfort of the seats (95.3%). The least important factor was the flight attendants’ uniforms (66.5%).
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