| Apart from a close relationship in terms of economy and culture,China and Thailand has exchanged tourist mobility.A number of Thai people visit China for traveling,working and studying,resulting in a great number of passengers in aviation businesses in the two countries.However,high competitiveness in the current aviation businesses puts much pressure on each airline company to improve the quality of service to attract more passengers to choose their airline.Due to limited research and literature on the quality of services from relevant airlines especially comparative studies focusing on Thai and Chinese low-cost airlines.Therefore,this study compiled relevant literature and employed quantitative study research to collect data about service quality NokScoot Airline from Thailand and Spring Airline from China.The purpose of this study was to understand the factors affecting passengers’choice to use Spring Airlines or NokScoot Airlines by analyzing the personal information and travel information of Spring Airlines and NokScoot Airlines passengers.The study compared five important factors of air passengers’ service quality of Spring Airlines and NokScoot Airlines(tangibles,reliability,responsiveness,assurance,empathy).It examined the passengers’ satisfaction with the service quality factors of Spring Airlines and NokScoot Airlines(pre-flight service quality,in-flight service quality,post-flight service quality).To gain accurate data and to achieve the purpose of this study,problems and solutions of service quality of the two airlines were also analyzed.The data collected were analyzed and compared to examine the service quality of the two airlines to seek ways for further improvement.Strengths and weaknesses of the two airlines were highlighted and suggestions were proposed.This study also summarized advantages and disadvantages of the service quality of NokScoot Airlines from Thailand and Spring Airlines from China in order to propose suggestions to improve their service quality. |
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