Foreign customers' satisfaction of Thai Smile's ticketing officers' communication skills

Name: Chonlakarn Thongchai

keyword: Customer satisfaction

LCSH: Intercultural communication -- Thailand -- Case studies

; Language barrier

LCSH: Consumer satisfaction -- Thailand -- Case studies

; Interpersonal communication

; Communication skills

; English skill

; Foreign customer

; Thai Smile

Abstract: This study aimed to measure the level of satisfaction of foreign customers with THAI Smile’s ticketing officers’ communication skills. The subjects of the study were 150 foreign customers who purchased tickets at THAI Smile’s ticketing counters at Suvarnabhumi Airport during April 1-20, 2016. The instrument used as the tool to investigate foreign customers’ satisfaction in this study was a questionnaire consisting of three parts: customers’ general information, the customers’ satisfaction with THAI Smile’s ticketing officers’ communication skills, and suggestions and additional comments. The convenience sampling technique was used to collect data from customers after purchasing tickets. The data obtained from the questionnaires were analyzed by the SPSS program. The findings are presented in both descriptive from and table with frequency, percentage, mean and standard deviation. The results of the study showed that the foreign customers had high levels of satisfaction with THAI Smile’s ticketing officers’ communication skills in all aspects: English skills, speaking and listening skills, and other communication skills. The findings can help the airline improve its service to meet customers’ needs and maintain customers who are already highly satisfied. Furthermore, the findings will also be useful for screening qualified applicants

Thammasat University. Thammasat University Library

Address: BANGKOK

Email: preserv@tu.ac.th

Name: Nitaya Yuangsri

Role: advisor

Created: 2015

Modified: 2021-09-15

Issued: 2021-09-15

วิทยานิพนธ์/Thesis

application/pdf

DOI: 10.14457/TU.the.2015.734

eng

DegreeName: Master of Arts

Level: Master's Degree

Descipline: English for Careers

Grantor: Thammasat University

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