SELECTED SERVICE QUALITY FACTORS THAT INFLUENCE THE SATISFACTION OF PUBLIC LAND TRANSPORT USERS IN BANGKOK

Abstract

             Traffic congestion has always been one of the biggest problems in Bangkok. The rapid increase of personal vehicles each year has contributed to heavy congestion, resulting in heavy air pollution. Public transport service providers need a better understanding of their users’ expectations by analyzing and assessing service quality and performance feedback and ratings. The correlation between service quality and user satisfaction of five service quality factors (tangibility, reliability, responsiveness, assurance, and empathy) and two factors of perceived value (price and time) was studied.

           The results showed that all variables were positively correlated with the satisfaction of public transportation users. The factors of responsiveness and perceived value of time significantly influenced the satisfaction of BTS Skytrain users, while assurance influenced the satisfaction of MRT Subway users.  Tangibility and the perceived value of time influenced the satisfaction of fan bus users, while responsiveness and perceived value of time influenced the satisfaction of air-conditioned bus users.