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研究生:Onudari Nambat
研究生(外文):Onudari Nambat
論文名稱:Airport Service Quality and Passengers’ Satisfaction-The Case of Chinggis Khaan International Airport in Mongolia
論文名稱(外文):Airport Service Quality and Passengers’ Satisfaction-The Case of Chinggis Khaan International Airport in Mongolia
指導教授:Isabell Handler
指導教授(外文):Isabell Handler
學位類別:碩士
校院名稱:義守大學
系所名稱:管理碩博士班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2016
畢業學年度:104
語文別:英文
論文頁數:54
外文關鍵詞:Airport service qualitypassengers’ satisfactionChinggis Khaan international airportMongolian airport
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Today, the global airport industry is changing and growing day by day rapidly. Travelers have significant choices along with airports and there is an increasing importance among the airport’s main concern should be promoting its service quality and airport marketers to make different themselves by meeting the needs of customers. Also airport is place where people have the possible to experience either satisfaction or frustration, other ways it is marketing and tourism scholars have argued that customer satisfaction is one of the primary goals of airports.
This study focuses on Mongolian international airport’s service quality and passengers’ satisfaction. Aiming to determine and analyze passengers’ perception of airport service quality its influence on importance and satisfaction. In this study used quantitative method to test an objective approach to measuring passengers’ perception and satisfaction, importance of airport service quality at airport. Questionnaire data collected from 492 passengers who had travel by arrival, departure or transit at Chinggis Khaan Mongolian International airport. The results show that airport service quality would raise the level of transfer passengers’ satisfaction.

Acknowledgements ii
Abstract i
List of Tables iv
List of Figures v
Chapter 1. Introduction 1
1.1 Research Background 2
1.2 Research Objective and Motivations 3
1.3 Research Significance 4
1.3.1 Research procedure 4
1.3.2 Research questions 5
1.3.3 Research framework 5
Chapter 2. Literature review 6
2.1 Chinggis Khaan International Airport Overview 6
2.2 Airport service quality 8
2.3 Airport passengers’ satisfaction 11
Chapter 3. Methodology 13
3.1 Research method and hypotheses 13
3.2 Research design 14
3.3 Questionnaire sample and Sampling plan 15
3.4 Data collection and analysis 15
Chapter 4. Summary of the Results 16
4.1 Descriptive of the travel profile 16
4.2 Passengers’ demographics 17
4.3 Passenger’s perception of service quality at Chinggis Khaan International Airport 19
4.3.1 Passengers perception on importance and satisfaction of Service Quality 19
4.3.2. Passengers’ expectation of Service Quality 21
4.4 Reliability of Airport Service Quality 22
4.6 One-way Analysis and Independent sample T-test 27
4.6.1 One way-ANOVA test 27
4.6.2. Independent sample T-test 28
Chapter 5. Conclusion and Suggestion 33
5.1 Conclusion and discussion 33
5.2 Managerial implication 34
5.3. Limitation and future research recommendation 35
References 37
Appendix A 39
Appendix B 43

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