Customer Satisfactions on Ticket Booking Application and Ticket Booking Website of Thai Airways.

Authors

  • Chananchida Watcharaphonwiwat Tourism Industry and Hospitality Management, Faculty of Humanities and Social Sciences, Suan Sunandha Rajabhat University

Keywords:

Thai Airways, online application, customer service, customer satisfaction

Abstract

The purposes of the study were to investigate: 1) the level of satisfaction in Thai Airways’ customers on ticket booking services through online application and airline website; and 2) to study the errors of the both services and customers’ choice. The researchers collected data from 374 students of Social Sciences and Humanities Factulty at Suan Sunandha Rajabhat University using a random coincidence (Haphazard or Accidental Sampling) technique. The data was analyzed using frequency, percentage, mean and standard deviation. The result indicated that customer satisfactions were at a medium level for application booking and at a high level for website booking. Customer choices were fixated based on the quality of interface display of both platforms, and it was found that because website has a higher display quality, therefore, most people chose to use website rather than application.

References

พชรพรรณ สมบัติ. (2558). แนวทางการพัฒนาโมบายแอพพลิเคชั่น THAI Mobile สำหรับผู้ใช้บริการสายการบิน บริษัท การบินไทย จำกัด (มหาชน). สืบค้นเมื่อวันที่ 1 พฤษภาคม 2561. เข้าถึงได้จาก https://mba.kku.ac.th/journal/ allimages/pdf/fo

Kotler, Philip. (2000). Marketing Management. The Millennium Edition: Prentice Hall International Inc.

Maslow, Abraham. (1970). Motivation and Personality. New York: Harper and Row.

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Published

30-12-2019

How to Cite

Watcharaphonwiwat, C. (2019). Customer Satisfactions on Ticket Booking Application and Ticket Booking Website of Thai Airways. VOICES AND VISIONS: Journal of Humanities and Social Sciences, 2(2), 89–94. retrieved from https://so14.tci-thaijo.org/index.php/VandVJournal/article/view/2274

Issue

Vol. 2 No. 2 (2019): July-December 2019

Section

Research Articles

License

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