The Relationship Between Public Transport Quality Management Buses and the Satisfaction of Service users in Bangkok

Abstract

The objectives of this research were 1) to study quality management, 2) to study service satisfaction, 3) to study personal factors influencing service satisfaction, and 4) to find the relationship between system quality management. Public transport buses and the satisfaction of using public transport buses in Bangkok It is quantitative research. The sample consisted of 400 people. The tool used for data collection was an online questionnaire. Data were analyzed by statistical frequency, percentage, mean, and standard deviation. and content analysis with t-test analysis of variance and Pearson correlation analysis. The results of the research were as follows: 1) The overall opinion on the quality management of public transport buses in Bangkok. It was at a moderate level ( = 3.1897). 2) The overall satisfaction with the quality management of public transport buses in Bangkok. At a moderate level ( = 3.0437) 3) Overall, different gender factors showed no difference in service satisfaction (t = 0.318, Sig. = 0.751). use the service and the most frequent service time There was a difference in service satisfaction (p-value <0.05). 4) The relationship between the quality management of public transport buses and the satisfaction of service users in the Bangkok area found that overall, there was a correlation. (R = 0.519) was statistically significant at the 0.05 level.