Developing Service Quality in Airport Emergency Planning: A Case Study of Mae Fah Luang Chiang Rai International Airport, Thailand

Abstract

This qualitative study pursues two objectives: (1) to examine the service quality of the Airport Emergency Plan (AEP) at Mae Fah Luang Chiang Rai International Airport, and (2) to propose guidelines for enhancing that service quality within the same context. A purposive sample of 31 key informants includes airport personnel, external agencies, and emergency planners. The beneficiaries were interviewed using a semi-structured protocol based on the five SERVQUAL dimensions (Tangibles, Reliability, Responsiveness, Assurance, Empathy). Data were analyzed through inductive thematic analysis, and the credibility of the findings was verified via data triangulation across sources. The results show that Reliability is regarded as the most critical dimension, followed sequentially by Assurance, Responsiveness, and Empathy, whereas Tangibles receive the least emphasis. Four overarching themes for enhancing AEP service quality emerged: (1) Staff, (2) Equipment, (3) Process, and (4) Communication. Strengthening reliability and assurance while adhering to CAAT requirements is pivotal to boosting the effectiveness of airport emergency operations. The proposed guidelines can serve as a prototype for other regional airports in Thailand, thereby contributing to the sustainable enhancement of national aviation safety capability.