The role of airport servicescape : the transient community perspective

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2014
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eng
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This research study explores the Suvarnabhumi International Airport’s lounge as regards to its environment and in terms of servicescape and ambiance. Qualitative methodology has been used as the primary data collection Method. Eleven semi-structured interviews, using semi-structured discussion with international passengers departing Bangkok, were conducted, transcribed, and analyzed. The results indicate that servicescape relatively does influence travelers during their stay at Suvarnabhumi airport. The availability of customer-driven resources is likely to enhance the attractiveness of Suvarnabhumi airport relative to its competitors. In order to gain an edge over competitive airports and create favourable impressions among the international passengers, airport authorities are recommended to regularly evaluate the airport servicescape using/taking into account passengers’ opinions and visual observations.
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