THE INFLUENCE OF WAITING TIME MANAGEMENT ON PASSENGER EXPERIENCE AT COMMERCIAL AIRPORTS
Article Sidebar
Main Article Content
Abstract
This research article aims to 1) examine the level of waiting time management in airports from passengers’ perspectives, 2) investigate the level of passenger experience obtained from airport services, and 3) analyze the influence of waiting time management on passenger experience. This study employed a quantitative research approach using a survey research design. Data were collected from 400 passengers at Don Mueang International Airport using a structured questionnaire. The data were analyzed using descriptive statistics, including mean and standard deviation, and inferential statistics, specifically multiple regression analysis.
The findings revealed that
1) the overall level of waiting time management was high (Mean = 3.87, SD = 0.62), with information communication having the highest mean score.
2) the overall passenger experience was also at a high level (Mean = 3.91, SD = 0.59).
3) waiting time management had a significant positive influence on passenger experience at the 0.05 level (β = 0.68, Sig. = 0.000), explaining 46.20% of the variance (R² = 0.462).
The results indicate that effective waiting time management, particularly in terms of information communication and service process design, plays a crucial role in enhancing passenger experience. These findings can be applied to improve service quality and strengthen the competitive advantage of airport operations in the future.
Article Details
References
ณัฐพงษ์ แต้มแก้ว. (2568). แนวทางวางแผนการพัฒนารูปแบบการขนส่งสินค้าทางถนนเพื่อการเพิ่มขีดความสามารถทางการแข่งขันของผู้ให้บริการโลจิสติกส์ในเขตภาคตะวันออก. วารสารส่งเสริมและพัฒนาวิชาการสมัยใหม่, 3(3), 118–135.
พันธ์พิสุทธิ์ นุราช และณัฐพงษ์ แต้มแก้ว. (2568). ปัจจัยเชิงกลยุทธ์ที่มีอิทธิพลต่อการอยู่รอดของโรงเรียนการบินในประเทศไทย. วารสารส่งเสริมและพัฒนาวิชาการสมัยใหม่, 3(6), 264–280.
อำพล ขำวิลัย, คงศักดิ์ ชมชุม และณัฐพงษ์ แต้มแก้ว. (2025). การพัฒนาสมรรถนะผู้ประจำหน้าที่นักบินพาณิชย์สู่ความเป็นมาตรฐานสากล. วารสารพัฒนาเทคนิคศึกษา, 38(136), 127–134.
Creswell, J. W. (2014). Research design: Qualitative, quantitative, and mixed methods approaches. (4th ed.). SAGE Publications.
Gross, D., Shortle, J. F., Thompson, J. M., & Harris, C. M. (2018). Fundamentals of queueing theory. (5th ed.). Wiley.
Gujarati, D. N., & Porter, D. C. (2009). Basic econometrics. (5th ed.). McGraw-Hill.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate data analysis. (8th ed.). Cengage Learning.
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96.
Maister, D. H. (1985). The psychology of waiting lines. In J. A. Czepiel, M. R. Solomon, & C. F. Surprenant (Eds.), The service encounter (pp. 113–123). Lexington Books.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Rovinelli, R. J., & Hambleton, R. K. (1977). On the use of content specialists in the assessment of criterion-referenced test item validity. Dutch Journal of Educational Research, 2(2), 49–60.
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill-building approach. (7th ed.). Wiley.
Taylor, S. (1994). Waiting for service: The relationship between delays and evaluations of service. Journal of Marketing, 58(2), 56–69.
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for
relationship marketing. Journal of Marketing, 62(2), 60–76.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm. (7th ed.). McGraw-Hill.
Chen, Y., & Liu, H. (2024). The impact of airport waiting time management on passenger satisfaction: Evidence from Asian international airports. Journal of Air Transport Management, 112, 102345.
Lee, S., & Kim, J. (2024). Service integration and passenger experience in airport operations. Transportation Research Part A: Policy and Practice, 178, 103456.
Nguyen, T., & Tran, P. (2024). Waiting time perception and customer satisfaction in logistics service systems. International Journal of Logistics Management, 35(1), 45–62.
Park, J., Kim, H., & Lee, D. (2025). Smart queue systems and digital service innovation in airport management. Journal of Service Management, 36(2), 210–229.
Wang, X., Li, Y., & Chen, Z. (2025). Big data analytics and service efficiency in transportation hubs. Transport Policy, 145, 98–110.
Martinez, R., Gomez, L., & Torres, P. (2025). Seamless airport experience design and passenger satisfaction. Journal of Travel Research, 64(3), 345–360.
