Customer Satisfactions on Ticket Booking Application and Ticket Booking Website of Thai Airways.

Abstract

The purposes of the study were to investigate: 1) the level of satisfaction in Thai Airways’ customers on ticket booking services through online application and airline website; and 2) to study the errors of the both services and customers’ choice. The researchers collected data from 374 students of Social Sciences and Humanities Factulty at Suan Sunandha Rajabhat University using a random coincidence (Haphazard or Accidental Sampling) technique. The data was analyzed using frequency, percentage, mean and standard deviation. The result indicated that customer satisfactions were at a medium level for application booking and at a high level for website booking. Customer choices were fixated based on the quality of interface display of both platforms, and it was found that because website has a higher display quality, therefore, most people chose to use website rather than application.