Assessing Airport Taxi Customer Satisfaction’s Factors: A First Step

Abstract

This paper reports on an exploratory study made in order to assess the perceptions of airport taxi users about the service delivered. The first impression that stamps the tourists is in relation with their arrival and its journey to their hotel, which justifies the need to study the factors that can influence their perceptions. Many authors have studied the customer service perceived quality, adapting the widely accepted SERVQUAL model to specific situations. This papers suggests a model of customer satisfaction determined by the airport taxi service received. Following these approaches, a questionnaire, based on previous similar researches, was distributed to 251 Thai managers in order to get a better understanding. Computations were made with SPSS 20, namely factor analysis, correlations, t-test. Data analyses suggested that respondents give the greatest importance to security, the behavior and attitudes of the driver and the atmosphere of the taxi.