The Relationship Between Passengers’ Expectations of Automatic Check-in System and Service Quality at Suvarnabhumi Airport

Authors

  • Sasiwimon Wijarnjit
  • Natesiri Ruangariyapuk
  • Theerada Nima
  • Yamit Kumpha
  • Siraphop Boonchot
  • Suphaporn Sukrong
  • Weerin Boonmalertg
  • Ekkawin Daraparnich
  • Noppadon Sanglek
  • Christopher Vichai Williamson

Keywords:

Expectations of Automatic Check-In System, Service Quality

Abstract

This research examined the relationship between passengers' expectations using an automatic check-in system and service quality at Suvarnabhumi Airport. It focused on passengers' expectations of automatic check-in systems, which included websites, mobile applications, kiosks, and service quality. Quantitative data was collected from 404 samples focusing on Thai passengers experienced with automatic check-in and traveling from Suvarnabhumi Airport. The questionnaire was divided into three parts: general information, passengers' expectations of automatic check-in, and service quality. Statistics were used to analyze data to find the frequency, percentage, mean, standard deviation, and correlation. The result of the study showed that passengers' expectations about automatic check-in systems were at a high level while the service quality of automatic check-in systems was at the intermediate level.

Author Biographies

Sasiwimon Wijarnjit

Lecturers, Department of Airline Business, APDI, Kasem Bundit University, Bangkok

Natesiri Ruangariyapuk

Lecturers, Department of Airline Business, APDI, Kasem Bundit University, Bangkok

Theerada Nima

Undergraduate students, Department of Airline Business, APDI, Kasem Bundit University, Bangkok

Yamit Kumpha

Undergraduate students, Department of Airline Business, APDI, Kasem Bundit University, Bangkok

Siraphop Boonchot

Undergraduate students, Department of Airline Business, APDI, Kasem Bundit University, Bangkok

Suphaporn Sukrong

Undergraduate students, Department of Airline Business, APDI, Kasem Bundit University, Bangkok

Weerin Boonmalertg

Undergraduate students, Department of Airline Business, APDI, Kasem Bundit University, Bangkok

Ekkawin Daraparnich

Undergraduate students, Department of Airline Business, APDI, Kasem Bundit University

Noppadon Sanglek

Undergraduate students, Department of Airline Business, APDI, Kasem Bundit University, Bangkok

Christopher Vichai Williamson

Undergraduate students, Department of Airline Business, APDI, Kasem Bundit University, Bangkok

References

Best, John W. 1977. Research in Education. 3rd ed. Englewood Cliffs, New Jersey: Prentice

Hall, Inc

Bitner, M.J, Meuter, M.L, Ostrom, A.L, Roundtree, R.I. (2000). Self-Service Technologies: Understanding Customer Satisfaction With Technology-Based Service Encounters. Journal of Marketing 64(3):50-64. DOI:10.1509/jmkg.64.3.50.18024

Cronin Jr., J. J., & Taylor, S. (1992). Measuring Service Quality: A Reexamination and

Extension. The Journal of Marketing, 56, 55-68.

Cochran, W.G. (1953). Sampling Techniques. New York : John Wiley & Sons, Inc.

Khammarapat, N. (2018). The Factors Influrencing The Use Behavior of Self Service Check-in: A Case Study of Suvarnabhumi International Airport. Retrieve: June 11, 2022.From:http://ethesisarchive.library.tu.ac.th/thesis/2018/TU_2018_5502037244_1 0257_9788.pdf

Manageronline: Suvarnbhumi Airport Prepare to lunch the passenger identity verification

system starting in September 1. Published on September 1st,2022. Retrieve: June 11, 2022. From: https://mgronline.com/factcheck/detail/9650000084010

Martngern, T (2020) The Readiness of Thai Passengers in Using a Low-Cost Airlines Self

Check-in Service at Don Mueang International Airport. Independent Studies. Master

of Arts Program in Hospitality and Tourism Industry, Bangkok University

Meuter, M.L., Ostrom, A.L., Roundtree, R.I. and Bitner, M.J. (2000) Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service

Encounters. Journal of Marketing, 64, 50-64. Retrieve:

http://dx.doi.org/10.1509/jmkg.64.3.50.18024

Oliver, R.L. (1993). A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts. Advances in Services Marketing and Management, 2, 65-85.

Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64, 12-40.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (Spring 1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Marketing, 64, 12-40.

Solomon, M. R. (2002). Consurmer Behavior: Buying, Having, and Being. (7th ed.). New Jersey: Prentice Hall.

Srikhaors, U.,Tongsuddhi, V. (2020). Service Quality Expectations of the 5-Star Hotel Front

Office Department, Case Study: the Intercontinental Hotel Bangkok. Journal of Thai

Research and Management. Page 83-104, Vol.3 September – December,2022.

Supimaros, T. (2021). The Readiness of Thai Passengers in Using a Low-Cost Airlines Self Check-in Service at Don Mueang International Airport. Independent Studies of Hospitality and Tourism Industry Management Graduate School Bangkok University.

Techsauce Team, (2020). 4 Service innovations Convenient - fast Suitable for users in the digital age. Search date. 2 July 2023. Retrieve: https://www.google.com/search?client=opera&q=Translate+Thai+English&sourceid= opera&ie=UTF-8&oe=UTF-8

Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS quarterly, 27(3), 425-478.

Vroom, V. (1964): Work and Motivation. Wiley and Sons, New York.

Additional Files

Published

2024-04-30

Issue

Vol. 4 No. 1 (2024): UBRU International Journal Ubon Ratchathani Rajabhat University

Section

Articles