การวิเคราะห์ตัวชี้วัดคุณภาพการบริการของสนามบินในประเทศไทย (The Analysis of Service Quality Indicators for Airports in Thailand)

For this study, “The Analysis of Service Quality Indicators for Airports in Thailand”, the documentary research. The objectives of this research wereto 1) explore past studies aboutservice quality indicators in relation to Thailand and 2)analyze and determine the service quality indicators for airports in Thailand. This research collected data from online academic databases and employed content and descriptive analyses(frequency and percentage).Basedon the study, most studies employed SERVQUALas the main model (with relevant indicators) to measure service quality indicators for the airports in Thailand. They were the five dimensions: reliability, responsiveness, empathy, assurance and tangibility. There were some studies employing indicators at theinternationallevel for measuring the airportservice quality in Thailand, for example,check-in, airport environment, access, arrival servicesandairport facilities. However, this research analyzedand determinedthe service quality indicators for the airports in Thailandby re-categorizingthem into8 components:reliability, empathy, assurance, responsiveness, tangibility, signage, access/mobility and arrival services. The knowledge from this research will be beneficial to the academic community and airline business.

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