The competence that satisfy us: Agribusiness and airlines business management cases

Abstract

The airline is one of the highly intense competition, in the meantime it is the most vulnerable industry to external environment.Importantly, the service quality is remarkably affecting to the customer's preference choosing to fly. This study aims to assess the competencies of ground service agent that affecting passenger's satisfaction. The quantitative method was applied. The descriptive statistic, factor analysis, multiple regression, and structural equation modelling were administered. The data collected by using questionnaires from 800 passengers. The sample group divided into two groups including 400 passengers who use low-cost airline, and 400 passengers who use full-service airline operating in Thailand. The results found that the most prefer competencies from the passenger are understanding the cultural diversity with continuous learning to achieving the career path, having service-oriented mind with ethics and morals, and having a good social interaction and teamwork.