• English
    • ไทย
  • English 
    • English
    • ไทย
  • Login
View Item 
  •   Wisdom Repository Home
  • คณะและวิทยาลัย
  • คณะการจัดการการท่องเที่ยว
  • GSTM: Dissertations
  • View Item
  •   Wisdom Repository Home
  • คณะและวิทยาลัย
  • คณะการจัดการการท่องเที่ยว
  • GSTM: Dissertations
  • View Item
JavaScript is disabled for your browser. Some features of this site may not work without it.

Browse

All of Wisdom RepositoryCommunities & CollectionsBy Issue DateAuthorsTitlesSubjectsBy Submit DateResource TypesThis CollectionBy Issue DateAuthorsTitlesSubjectsBy Submit DateResource Types

My Account

Login

Model of technology-based airport customer journey management of Suvarnabhumi Airport, Thailand

by Chayapoj Lee-Anant

Title:

Model of technology-based airport customer journey management of Suvarnabhumi Airport, Thailand

Author(s):

Chayapoj Lee-Anant

Advisor:

Paithoon Monpanthong

Degree name:

Doctor of Philosophy

Degree level:

Doctoral

Degree discipline:

Integrated Tourism and Hospitality Management

Degree department:

The Graduate School of Tourism Management

Degree grantor:

National Institute of Development Administration

Issued date:

2021

Digital Object Identifier (DOI):

10.14457/NIDA.the.2021.18

Publisher:

National Institute of Development Administration

Abstract:

In airports, the technology creates a transformation from a regular travel to be an extraordinary with the trendily digital assistances since the pre-arrival until post-departure at the final destination. Creating smooth passengers’ journey seems to be more vital nowadays among the intensive global airport competitions. Especially when the travel pattern has been forever shifted by the Coronavirus 2019, purely service quality provided by airport and airline staffs is no longer enough. More facilitating airport technologies, therefore, turn to be a must to fulfil these evolutional changes. This research consists of four primary objectives including, 1) to explore the airport service touchpoints in the customer journey of Suvarnabhumi Airport, 2) to study the actual demand of the international passengers in selecting technological choices to facilitate their journeys at Suvarnabhumi Airport, 3) to study the factors influencing airport technology selections in each service touchpoint of Suvarnabhumi Airport, and lastly, 4) to create the model of technology-based airport customer journey management of Suvarnabhumi Airport. This thesis employed mixed research methodologies. Four hundred international airport passengers were the main population of this research, using questionnaires as a research tool. Meanwhile, thirty airport and airline staffs, and airport and airline executives, were other populations of this study, using non-structured in-dept interview forms to collect the data. The research results indicated 11 service touchpoints with high actual demands, 9 factors influencing airport technology selections, and finally, the model of technology-based airport customer journey management of Suvarnabhumi Airport since airport arrival to airport departure.

Description:

Thesis ((Ph.D. (Integrated Tourism and Hospitality Management))--National Institute of Development Administration, 2021

Subject(s):

Suvarnabhumi Airport

Keyword(s):

e-Thesis
Airport technology
Technology-based airport
Customer journey management

Resource type:

Dissertation

Extent:

251 leaves

Type:

Text

File type:

application/pdf

Language:

eng

Rights:

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

URI:

https://repository.nida.ac.th/handle/662723737/5989
Show full item record

Files in this item (CONTENT)

Thumbnail
View
  • b213862.pdf ( 8,752.35 KB )

ทรัพยากรสารสนเทศทั้งหมดในคลังปัญญา ใช้เพื่อประโยชน์ทางการเรียนการสอนและการค้นคว้าเท่านั้น และต้องมีการอ้างอิงแหล่งที่มาทุกครั้งที่นำไปใช้ ห้ามดัดแปลงเนื้อหา และทำสำเนาต่อ รวมถึงไม่ให้อนุญาตนำไปใช้ประโยชน์เพื่อการค้า ไม่ว่ากรณีใด ๆ ทั้งสิ้น



This item appears in the following Collection(s)

  • GSTM: Dissertations [76]

Except where otherwise noted, content on this site is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International license.

Copyright © National Institute of Development Administration | สถาบันบัณฑิตพัฒนบริหารศาสตร์
Library and Information Center | สำนักบรรณสารการพัฒนา
Email: NIDAWR@nida.ac.th    Chat: Facebook Messenger    Facebook: NIDAWisdomRepository
 

 

Except where otherwise noted, content on this site is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International license.

Copyright © National Institute of Development Administration | สถาบันบัณฑิตพัฒนบริหารศาสตร์
Library and Information Center | สำนักบรรณสารการพัฒนา
Email: NIDAWR@nida.ac.th    Chat: Facebook Messenger    Facebook: NIDAWisdomRepository
 

 

‹›×