The Development Guideline on Service Competencies of Low Cost Airline Ground Staffs : A Case Study of Phuket International Airport
แนวทางการพัฒนาสมรรถนะการบริการของพนักงานต้อนรับภาคพื้นดินสายการบินต้นทุนต่ำ กรณีศึกษา ท่าอากาศยานนานาชาติภูเก็ต
by Kittiphich Noothong
ชื่อเรื่อง: | The Development Guideline on Service Competencies of Low Cost Airline Ground Staffs : A Case Study of Phuket International Airport แนวทางการพัฒนาสมรรถนะการบริการของพนักงานต้อนรับภาคพื้นดินสายการบินต้นทุนต่ำ กรณีศึกษา ท่าอากาศยานนานาชาติภูเก็ต |
ผู้แต่ง: | Kittiphich Noothong |
ผู้ร่วมงาน: | NIDA. The Graduate School of Tourism Management |
ผู้ควบคุมงานวิจัย: | Paithoon Monpanthong |
ชื่อปริญญา: | Master of Management (Integrated Tourism and Hospitality Management) |
ระดับปริญญา: | Thesis |
สาขาวิชา: | Integrated Tourism and Hospitality Management |
หน่วยงานที่ประสาทปริญญา: | National Institute of Development Administration |
วันที่เผยแพร่: | NaN/19 |
หน่วยงานที่เผยแพร่: | NIDA |
บทคัดย่อ/เนื้อเรื่องย่อ: |
The objectives of this research were 1) to study the confidence of passengers affecting the service quality of low cost airline ground staffs, 2) to evaluate the competencies for service capabilities of low cost airline ground staffs, 3) to be a guideline for developing the capacity of low cost airline ground staffs. The sample used in the research was 400 Thai passengers who received services from low cost airline ground staffs at phuket international airport which was a quantitative research. The statistics used in data analysis were frequency, percentage, arithmetic mean, standard deviation, t-test statistics and One-Way ANOVA.
The research results found that the confidence level in service competencies of low cost airline ground staffs was at high level. When separating two study results from service capability competencies of low cost airline ground staffs such as Skills, Knowledge, and Attributes of each staff to work performance, the sample assessed that service capability competencies of low cost airline ground staffs s were at high in knowledge and the confidence of passengers affected to the service quality of low cost airline ground staffs by 5 SERVQUAL dimensions such as Reliability, Responsiveness, Assurance, Empathy, and Tangibility. When considering each aspect, the sample had the highest confidence in service quality in tangibility. The personal factors such as gender, age and income of the sample affected to the development guideline for service competencies of low cost airline ground staffs differently.
To be a development guideline for service competencies of low cost airline ground staffs, the research results could be applied to improve the service competencies of low cost airline ground staffs for good service qualities in terms of Knowledge, Skills and Attributes. To be a material for developing a leadership in the airline organization could be considered as an extension from Knowledge, Skills, and Attributes that leaded to the management practices in developing training continuously to keep up with the changing condition and competition in limit period of time and molded from practices to the personal competencies in that aspect. Additionally, it could link to the team working effectively in order to further develop in service competencies and service qualities of low cost airline ground staffs.
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รายละเอียดเพิ่มเติม: |
NIDA, 2018 |
หัวเรื่องมาตรฐาน: | Business
Social Sciences Business Economics Engineering |
คำสำคัญ: | สมรรถนะ
พนักงานต้อนรับภาคพื้นดิน สายการบินต้นทุนต่ำ |
ชนิดของสื่อ: | Thesis |
ภาษา: | th |
ผู้ครอบครองสิทธิ์: | NIDA |
URI: | https://repository.nida.ac.th/handle/662723737/5052 |
แฟ้มในรายการข้อมูลนี้ (CONTENT) |
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ดู 5911772003.pdf ( 7,706.36 KB ) |
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