Passenger Experiences of Airport Service Quality at Don Mueang International Airport

Abstract

Abstract

      This paper reports Airport Service Quality (ASQ) as a research tool for data management on passengers' perceptions of airport goods and services. The researchers selected Don Mueang International Airport (DMK) that has used the ASQ tool to assess passengers’ satisfaction with the airport infrastructure and service management. This quantitative study aimed to identify the airport’s strengths and areas for improvement as perceived by 350 voluntary passengers traveling on domestic flights from October to December 2020. The obtained data were analyzed for descriptive statistics, mean, chi-square, t-test, and multi-regression to assess passengers’ experiential satisfaction with six aspects: (1) access to the airport, (2) check-in, (3) passport/personal ID control, (4) security, (5) finding your way around the airport, and (6) airport facilities. The results showed the airport environment as the highest in passenger satisfaction, followed by check-in, airport facilities, finding your way, and security. Overall, the participating passengers were satisfied with their airport experiences at Don Meuang, but both economy and first-class travelers did not sense differentiation in the provided services. The findings were expected to shed light on the areas of improvement in airport planning and management to meet demands of airport users for more appealing services.

 Keywords: Don Mueang International Airport, airport service quality, passenger experience, customer satisfaction