Innovations to Increase the Quality of Passenger Services in Commercial Airlines in Thailand

Abstract

his research aims to study the innovations to increase service quality in the commercial airline business in Thailand by studying the service quality of the following aspects (Parasuraman et.al. 1985). 1. Tangibles is the appearance to the passenger’s sights and able to recognize. 2. Reliability is a good experience that occurs when passengers receive the correct service as promised. 3. Responsiveness is a response to the handling of requests, complaints and problems from passengers. 4. Assurance is the passengers’ trust in the service from the ability of the staff who service with knowledge. 5. Empathy is the focus on specific services for each passenger according to personal needs. Statistical methods and analysis are presented in descriptive statistics classified by variables: gender, age, education, frequency and purpose of travel by using quantitative research methods. The population is 400 Thai and foreign passengers who can communicate in English and use the service of Bangkok Airways and Thai Airways. Questionnaire was used as a tool in this study. The statistics used in data analysis were percentage, mean, S.D., T-test and F-test. The results show that personal factors of passengers using different commercial airlines have an impact on the recognition of service quality of the commercial airline passengers.