The Development of Passenger Ground Service Skills Mapping Indicator Components for Aviation Industry and Hospitality Management Program, Faculty of Liberal Arts, Prince of Songkla University

Abstract

This research aimed to 1) identify the components of the passenger ground service skills mapping indicators; and 2) develop those identified components. The research used a qualitative methodology. This included in-depth interviews with eight private companies’ representatives. In addition, the methodology involved focus groups with 26 people including students, university lecturers, and private companies’ representatives. The key findings are as follows. 1) The components of the passenger ground service skill mapping indicator involve (a) providing services to arrivals-departures passengers, especially assisting passengers at the boarding gate, and having cultural competence; (b) suggesting self-check-in (KIOSK) to passengers and having cultural competence; and (c) operational airline reservation and ticketing. 2) The measurement of those identified components involves (a) the passenger boarding document verification form; (b) observation from work; (c) posttest skills; and (d) an operational test for airline reservation and ticketing. 3) The measurement outcomes involve C = Conscious action, and P = Proficiency. 4) The skill mapping for passenger ground service can be used as a guideline for students' skill transcript.