Open AccessThe servicescape of air transport terminal affecting passenger satisfaction
Author(s) -
Kannapat Kankaew
Publication year - 2020
Publication title -
iop conference series. materials science and engineering
Language(s) - English
Resource type - Journals
eISSN - 1757-899X
pISSN - 1757-8981
DOI - 10.1088/1757-899x/918/1/012001
Subject(s) - terminal (telecommunication) , servicescape , exhibition , transport engineering , business , engineering , international airport , the arts , advertising , marketing , telecommunications , visual arts , art , service (business)
The air transport infrastructure in this study is the airport. The aim of this research is to assess the airport environment specific on services cape or the architecture design, and function which affecting the passenger’s satisfaction. This study conducted at Don Mueang International Airport (DMK), Thailand. Since DMK has been renovated and expanded to serve the demand of passenger. The questionnaires were distributed to 400 Thais passenger using DMK airport. The structural equation modelling (SEM) was utilized to confirm the factors affecting the user’s comfort and satisfaction. The result found that the factor most affecting passenger’s feeling comfortable which leads to satisfaction inside the terminal were the exhibition of arts and culture inside terminal, the cleanliness of terminal, the natural light shine into the terminal and last the cleanliness of toilets. Hence, the airport management team should considering present the arts and culture of Thailand in the terminal. This would help passenger relaxing by appreciating the arts and culture during their journey in and out Thailand.