DOI: 10.14457/tu.the.2018.808
title: Information providing service guideline for Thai elderly domestic passengers

description: The increasing of elderly people around the world causing an aging issue as the global trend. A greater number of elderly people will generate a high potential market due to the stability of financial status and more leisure time. The airport including aviation service can respond to the demand for traveling which is one of the activities to spending their time and connect them to the outside. This research objective is to study factors that influencing the usability in aviation service of elderly people at the airport and create guideline of information platform for elderly passengers. The methodology of this study including both qualitative by structured interview with the elderly passengers at Domestic Hall in Don Muang International Airport and quantitative research by using the questionnaire question which derived from the interviewing with elderly passengers, airport on-site visit and consult with advisors. According to qualitative research about the existing performance of airport facilities and services by using structured-interview technique, 12 passengers can be separated into group which are high- and low-experienced passengers. The results from qualitative were inadequate to indicate the needs of elderly passenger and answers to the research objectives. Consequently, using the quantitative research method to validate and understand passenger’s perception of service and facilities performance at the airport terminal, together with offering the possible additional suggestions to the respondents. The questionnaire questions derive from interviewing with elderly passengers (from qualitative research), airport on-site visit and consult with advisors. There are 126 overall respondents which separated into 13 high-experienced and 113 low-experienced respondents or it can imply as 113 low-experienced passengers. The results from questionnaire can indicate their demographic information, their physical conditions and ability and skill to deal with existing technology devices and information provided at the terminal, their perception of service and facilities importance and performance, and their preferable of the additional suggestions about service from airline that working together with airport for the future strategy. From qualitative and quantitative research method, it can demonstrate that there still has an area to improve.The results from both quantitative can indicate the attributes that need to improve. The attributes are selected by the attributes that locate in the ‘concentrate here’ in IPA matrix which respondents perceive as the extremely important, but the level of satisfaction or performance is not satisfied or low. The selected attributes were selected to develop the guideline for both customers and contributors including airport operator, airlines, and passengers. The guideline will later describe as the step to use step in corresponding to journey of departure passenger refer to pre-flight stage in air transport service procedure. The limitations consider about the feasibility of airport operator, capability of the user with the offering technology, and the characteristic of place that can apply this guideline. While the recommendation concern about high-experienced passengers and criteria about airport and airlines feasibility condition to adapt with the guideline.