THE RELATIONSHIP BETWEEN THE NEW NORMAL SERVICE OF SUVARNBHUMI AIRPORT AFERE COVID-19 ENDEMIC AND MANAGEMENT EXCELLENCE

Abstract

Objectives of this research article were: 1. To survey the personal information of passengers 2. To explore the new normal service at Suvarnabhumi Airport 3. To explore management towards excellence
4. To find relationships between personal information, providing a new type of service, and management towards excellence. For the quantitative research, samples were taken from 400 passengers at Suvarnabhumi Airport. A questionnaire was used as a survey tool. The statistics used included frequency, percentage, mean, standard deviation and correlation coefficient.

The results of the study found that: 1. The study included a predominance of women, 54.30 percent, aged 18-24 (GEN Z), with 47.8 percent working in civil servant/state enterprise roles and 47.8 percent having 1-10 years of work experience; 2. Overall, the provision of new services is at a high level. Most of them were ranked first in terms of speed (Fast) and convenience through innovation (Smart), followed by the aspect of using seamless services (seamless), respectively; 3. In terms of relationships, it was found that providing new services is related to management towards excellence in the same direction, 82.5 percent, with statistical significance at the 0.05 level (Sig. 0.00); 4) Theory/Policy: If Suvarnabhumi Airport provides fast service by using artificial intelligence technology, service innovation and promoting work between people and service innovations that work together seamlessly. This will enable Suvarnabhumi Airport to be managed with excellence, sustainability, and ability to compete internationally.