บุคลิกภาพและการบริการของพนักงานต้อนรับบนเครื่องบินมีผลต่อความพึงพอใจ ของผู้โดยสารสายการบินต้นทุนต่ำ

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ณภัทร หงษาวงศ์

Abstract

 


ABSTRACT:


The objectives of the research were as follows : 1) to study the personality and flight attendant service of low cost airline. , and 2) to study the personality and flight attendant service that affect satisfaction of low cost airline passengers. The samples were 400 passengers who use the service of Nakhon Phanom Airport and questionnaires were the research instrument. Percentage, Mean, Standard Deviation, Independent sample t-test, and One-way anova F-test were used to analyze.


            The findings revealed that the majority was female respondents who accounted for 60.50%. 24.80 % of the respondents were 21 – 30 years old.  42.00 % had 15,001 – 25,000 baht monthly income. 31.50% were public servant /state enterprise. In addition, The personality of the flight attendant, low cost airline the findings revealed that the verbal personality had the average 4.11 at the high level., The external personality had the average 4.06 at the high level., The internal personality had the average  4.02 at the high level. Flight attendant service of  low cost airline the findings revealed that the confidence had the average 4.14 at the high level., The reaction had the average 4.12 at the high level., The tangible had the average 4.12 at the high level., The attentiveness had the average 4.02 at the high level. And the reliability had the average 4.01 at the high level.


            However, Differential testing was personality, service, and satisfaction of low cost airline passengers that affect flight attendant service significant at the 0.05 level.


Keywords: The personality, Service, Passengers of satisfaction, Low cost airline

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บทความวิจัย