The Relationship Between Service Quality and Satisfaction of People who use Public Passenger Boats in the Chao Phraya River

Abstract

This research aims to study the quality of public passenger boat services in the Chao Phraya River, the satisfaction level of people who use public passenger boat services in the Chao Phraya River, and to study the relationship between the quality of service and the satisfaction of people who use public passenger boat services in the Chao Phraya River. This research is a quantitative research. The population used in the research is 21,459,445 people who use public passenger boat services in the Chao Phraya River. The sample size was calculated using the formula for finding the sample size of Krejci and Morgan. The research sample consisted of 384 people using the non-probability sampling method with purposive sampling. Data was collected using a questionnaire as a tool for data collection and analyzed using a ready-made statistical program using descriptive statistics, including percentage, mean, standard deviation, and inferential statistics, including t-test, f-test, and Pearson's correlation analysis. The results of the research found that the overall quality of public passenger boat services in the Chao Phraya River was at a high level. The satisfaction level of people who use public passenger boat services in the Chao Phraya River Overall, it is at a high level and the quality of service is related to the satisfaction of the people who use the public passenger boat service in the Chao Phraya River, with a high level of relationship in the same direction. This research result can be used as information for public passenger boat service providers in the Chao Phraya River as a guideline for developing the quality of service to create more satisfaction.