ASSESSMENT OF SERVICE QUALITY OF LOW-COST AIRLINES GROUND STAFF AT INTERNATIONAL AIRPORTS IN THAILAND

Abstract

ABSTRACT:

The rapid development of sophisticated technology has changed the global dynamic of aviation and increased the demand for service quality and passenger aviation. Thailand, one of the fast-growing countries in terms of tourism airline industries and economy in the Asia-Pacific region.  Country has seen a noticeable growth over the past decade. This industry is in the budding and mushrooming stages and sooner gets far better in the coming years. Industry. Under the new global dynamic, airlines have shifted and are now focusing on gaining competitive advantage by becoming a world-class company. Reputation and strategy are vital to the success of aviation business. Due to economic and socio-political aviation is sensitive. All of the above are noteworthy for passengers to choose to travel, and the obstacles that can completely affect aviation business operations. In order to survive in this business, global airlines, including Thailand, have to evolve mechanisms and change their operations and human resource management to make it stronger and more-unusual. Study has revealed that the services at international terminals are up to the expectations of the passengers.  However, Check-in staff with all necessary equipment services parameter showed an average satisfaction.

Key words: Service Quality, Ground Staff, Low-Cost, Airlines, and Thailand