Guideline to Enhancing the Service Quality of Building and Facilities of Chiang Mai International Airport Due to Situation of the Coronavirus Disease 2019 Pandemic

Abstract

           The objectives of this study were: 1. Study the quality of building services and facilities at Chiang Mai International Airport 2. Develop guidelines for improving the quality of building services and facilities at Chiang Mai International Airport in the situation of COVID-19. This research is qualitative research. The main contributors are: Group of persons involved in the provision of services service planning Using the service. 21 people, research tools including a semi-structured interview Data was collected from different groups of contributors directly from in-depth interviews and analyze the data by analyzing the content. The results of the research found that 1) the quality of building services and facilities at Chiang Mai International Airport consisted of: (1) the concreteness of the service; Various improvements have been made to the facilities, guidelines for building services, and the process of facilitating users. However, it was found that the communication channel still lacks convenience and speed. and public relations for people to access information that does not cover the access of service users much. (2) Reliability Guidelines for the provision of services to passengers on domestic routes have been revised in line with public health measures. However, the information model may not be comprehensive and comprehensive. (3) Customer response. There is a standardized management period. Design of services and facilities in a manner that minimizes exposure by bringing technology together. 4) Assurance Various measures have been put in place to create satisfaction in using the services of Chiang Mai Airport. They want to create progress and develop the expertise of personnel in various fields, skills, knowledge, service capabilities. The ability to build confidence in the service recipients in the airport appropriate for the COVID-19 situation in accordance with the situation that occurs. 2) Guidelines for upgrading the quality of building services and facilities at Chiang Mai International Airport in the situation of COVID-19 include: (1) Improving and maintaining infrastructure facilities to be in accordance with international standards and to be environmentally friendly. (2) Emphasis on the development of personnel's performance. (3) Prepare a risk assessment plan. (4) Airports must be able to design brochures, posters or other symbols clearly. (5) Determine measures for cleaning service areas that are shared use or in places where there is frequent contact. (6) Channels should be provided. To provide airport users with access to airport services from anywhere and at any time. which such channels should be developed to provide access to services airport basics It must be accurate and up-to-date.