Examining Service Gaps and Passengers’ Perceived Service Performance of Thailand’s Regional Airports: A Comparative Analysis of Different Characteristics

Abstract

This study aims to identify the significant differences between passengers’ perceived importance and performance of service attributes of regional airports in Thailand. The current study also intends to examine how passengers’ characteristics and travel behaviours affect the perceived service performances of regional airports. Questionnaires were used to collect data from Thai passengers at three regional airports in different regions of Thailand. A total of 886 cases were examined using gap analysis and pair-sample t-test. The result reveals significant differences between the importance and performance of all service attributes of regional airports. One-way ANOVA was also used to investigate the effects of passengers’ characteristics (gender, age range, educational level, occupation, and income) and travel behaviours (travel frequency and main travel purpose) on perceived airport service performance. The result indicates significant differences in perceived airport service performance across educational levels, occupations, monthly income ranges, and travel frequencies. This empirical study provides insights for airport managers to prioritise service attributes for improvement. The results of this study can also be used as a guideline for providing customised services for passengers in different segments.

Keywords

• regional airport
• service attributes
• gap analysis
• passenger characteristics
• service performance