A Study of the Relationship Between Service Quality and Satisfaction in Using Lounge Services of Domestic Airlines

Abstract

The objectives of this study were 1) to study the satisfaction of using the lounges of domestic airlines, 2) to study the service quality of the lounges of domestic airlines, 3) to compare the satisfaction of using lounges of domestic airlines classified according to different personal factors and 4) to study the relationship of service quality with satisfaction with lounge usage of domestic airlines. The research instruments are questionnaires and statistics used in the research, consisting of frequency, percentage, means, standard deviation, one-way ANOVA and multiple regression analysis. The results of the study found that 1) passengers were satisfied with the use of lounges of domestic airlines at the highest level, with the highest-level being affordability, secondary accommodation, and availability, respectively, and the lowest level being accessibility. 2) The service quality of the lounges in domestic airlines was at the highest level, with the highest-level being assurance, secondary reliability, empathy, and tangibles, respectively, and the lowest level was responsiveness. 3) the personal factors include age, status, education level, and occupation. There was no difference in satisfaction in using lounge services of domestic airlines. For the incomes, it was found that there was a statistically significant difference in satisfaction in using lounge services of domestic airlines at the level of 0.05, with respondents with incomes of 20,001 - 30,000 baht more than respondents with incomes of less than 20,000 baht. When analyzing the multiple regressions, it was found that 4) the hypothesis test results showed that the service quality consisted of tangibility, responsiveness, assurance, and empathy influence domestic airline lounge satisfaction with a statistically significant level of 0.05.