The servicescape of air transport terminal affecting passenger satisfaction

Abstract

The air transport infrastructure in this study is the airport. The aim of this research is to assess the airport environment specific on services cape or the architecture design, and function which affecting the passenger’s satisfaction. This study conducted at Don Mueang International Airport (DMK), Thailand. Since DMK has been renovated and expanded to serve the demand of passenger. The questionnaires were distributed to 400 Thais passenger using DMK airport. The structural equation modelling (SEM) was utilized to confirm the factors affecting the user’s comfort and satisfaction. The result found that the factor most affecting passenger’s feeling comfortable which leads to satisfaction inside the terminal were the exhibition of arts and culture inside terminal, the cleanliness of terminal, the natural light shine into the terminal and last the cleanliness of toilets. Hence, the airport management team should considering present the arts and culture of Thailand in the terminal. This would help passenger relaxing by appreciating the arts and culture during their journey in and out Thailand.