THE CUSTOMER SATISFACTION OF AIRLINE AUTOMATED CHECK-IN AT DON MUEANG INTERNATIONAL AIRPORT

Abstract

The purposes of this research were to compare customer satisfaction of airline automated check-in system at Don Mueang International Airport which Thai Lion Air, Nok Air and Thai Air Asia; and to study factors affecting the customer satisfaction of airline automated check-in at Don Mueang Airport. Conceptual framework was based on American Customer Satisfaction Index (ACSI). Stratified random sampling technique was applied to select 433 customers to answer self-reported questionnaire. Data was analyzed by bivariate analysis and regression analysis. Research findings revealed that the customers of those three airlines who use automated check-in at Don Mueang International Airport had indifferent customer satisfaction. However, they had diffenrence in customer expectation, Nok Air's customer had more customer expectation than Thai Lion Air and Thai Air Asia; and factors affecting customer satisfaction were customer expectation, perceived image, perceived quality, perceived value customer satisfaction affected to customer reccommend and customer loyalty. These results implied that the airlines should continuously develop automated check-in system to meet the efficient service quality and also decrease error of the system to create perceived quality to make customer loyalty and customer suggestion.