Author: Lai, Hon-weng
Title: New airport transportation system : a service quality perspective from the Airport Express Line
Degree: M.Sc.
Year: 1999
Subject: Access to airports -- China -- Hong Kong
Local transit -- China -- Hong Kong
Total quality management -- China -- Hong Kong
Quality assurance -- China -- Hong Kong
Consumer satisfaction -- China -- Hong Kong
Mass Transit Railway Corporation -- Customer services -- Quality control
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Department of Hotel and Tourism Management
Pages: x, 115, [38] leaves : ill. ; 30 cm
Language: English
Abstract: The purpose of this study was to assess the perception of service quality in the Airport Express Line (AEL) from the perspective of the passengers. In light with the opening of the new airport at Chek Lap Kok which is located somewhat 28 kilometres west of the old Kai Tak Airport, it has been regarded as 'inconvenient' because of the distance. However, there is currently a vast system of transportation modes that linked to the airport. Realizing the escalating importance of service quality, increasing number of system of transport to the new Chek Lap Kok Airport have attempted to improve their service strategy to remain competitive and as a means of business survival. Total Quality Management (TQM) is the term widely used to capture the quality movement. As Kotler et al. (1998) noted, "Quality has a direct impact on product and service performance. Thus it is quite closely linked to customer value and satisfaction. In the narrowest sense quality can be defined as 'freedom from defects.' But most customer centered companies go beyond this narrow definition of quality. Instead they define quality in terms of customer satisfaction" (p.16). Service quality as an element of corporate strategy has also been one of the most talked about subjects. This has forced many organizations to reconsider their strategies in light of products and services that bring tangible results to their clients. In order to enhance the service quality, the assessment of customer satisfaction occupies a central position. Since customer perception and expectation will be different from the actual experience, the SERVQUAL instrument can be used to analyze the differences between the expected and actual experience on service. The AEL could thus identify any gap that exists and thus refining their efforts so that passengers expectations are met by the service delivered. A questionnaire based on the SERVQUAL instrument was administered to a sample of 194 respondents who were either entering or exiting the Airport Express Station in February, 1999. A convenience sampling approach was used to survey the respondents. The paired t - test analysis was employed to rate the gaps that exists between passengers expectations and actual perceptions (Gap 5). In addition the factor analysis with varimax rotation was used to test on whether the five dimension of the SERVQUAL will be applicable to the Airport Express in Hong Kong. The cross-tabulation has been utilized to correlate demographics profile of passengers and choice of returning to the AEL service. The results of the study could be used to assess the usefulness and application of the SERVQUAL instrument in measuring the service quality in the transportation industry in Hong Kong. In addition it can also be used to assist management to identify and managed any strengths or weaknesses in order to refine marketing efforts in satisfying the passengers expectations.
Rights: All rights reserved
Access: restricted access

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