AN ANALYSIS OF FACTORS DETERMINING WAITING TIME AND PASSENGER SATISFACTION IN CHECK-IN AND BAGGAGE HANDLING PROCESSES
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Abstract
The objectives of this study were (1) to examine the level of passenger waiting time during the document and baggage screening processes at Don Mueang International Airport, and (2) to analyze the relationship between waiting time and passenger satisfaction with the service received during these procedures. This research employed quantitative research design, using a questionnaire as the primary instrument for data collection from a sample of 400 passengers. The sample was selected using purposive sampling. Descriptive statistics—frequency, percentage, mean, and standard deviation—were used to summarize the data, while Pearson’s correlation coefficient was applied to analyze the relationships between variables.
The findings revealed that:
For Objective 1, the average passenger waiting time was 18 minutes, indicating a moderate level. Passengers perceived the document verification and queue allocation stages as the main causes of delay. Moreover, many passengers reported feeling somewhat anxious and uncertain when encountering long queues, which is consistent with waiting psychology theories proposed by Maister (1985) and Larson (1987).
For Objective 2, the results indicated a moderately negative correlation between waiting time and service satisfaction (r = –0.46, p < 0.01). Longer waiting times were associated with significantly lower satisfaction levels. Key factors influencing satisfaction included the organization of queue management, clarity of procedures, and staff efficiency, all of which showed moderate to moderately high mean scores.
Overall, the findings demonstrate that waiting time is a critical factor shaping passengers’ perceptions and evaluations of service quality. These insights highlight the need for improved management strategies and the adoption of technological solutions to minimize waiting time and enhance the passenger experience.
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References
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