Management of Rail Transport Services from Main Airports through Service Touch Points for International Tourists in Thailand
Article Sidebar
Main Article Content
Abstract
This study aimed to examine the management of rail transport services from main airports through service touch points for international tourists in Thailand. This study employed a quantitative research design. The sample consisted of 400 international tourists who used the Airport Rail Link from Suvarnabhumi Airport, selected through purposive and convenience sampling techniques. Data were collected using a questionnaire as the research instrument, which was validated by five tourism experts and pilot-tested with 50 respondents, yielding a reliability coefficient of 0.952. Data were analyzed using descriptive statistics and exploratory factor analysis. The findings revealed that the management of rail transport services from main airports through service touch points for international tourists in Thailand could be classified into eight components, comprising a total of 50 observed variables, of which eight variables were eliminated, resulting in 42 key aspects distributed across eight dimensions: layout, service, management, information, planning, train operations, safety, and communication.
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
References
Aceron, R. M., Del Mundo, L. C., Restar, A. S. N., & Villanueva, D. M. (2018). Travel and tour preferences of millenials. Journal of Economics and Management Sciences, 1(2), 141-141. https://doi.org/10.30560/jems.v1n2p141
Altoros. (2020). IoT for Airlines: Smart Baggage Tracking with RFID and Cloud Foundry. https://www.altoros.com/blog/iot-for-airlines-smart-baggage-tracking-with-rfid-tags-and-cloud-foundry/
Arunsiri, K. (2022). Service quality organization image and service use motivation influencing loyalty of users of Airport Rail Link. Journal of Roi Kaensarn Academi, 7(12), 232-245. https://so02.tci-thaijo.org/index.php/JRKSA/article/view/256701/174510
Barann, B., Betzing, J. H., Niemann, M., Hoffmeister, B., & Becker, J. (2020). Exploring customers’ likeliness to use e-service touchpoints in brick and mortar retail. Electronic Markets, 32, 523 - 545. https://link.springer.com/article/10.1007/s12525-020-00445-0
Bolton, R. N., Gustafsson, A., Tarasi, C. O., & Witell, L. (2022). Designing satisfying service encounters: website versus store touchpoints. Journal of the Academy of Marketing Science, 50, 85 - 107. https://doi.org/10.1007/s11747-021-00808-9
Brown, J. D., & Hudson, T. (2002). Criterion-referenced language testing. Cambridge University Press.
Cerny, B. A., & Kaiser, H. F. (1977). A study of a measure of sampling adequacy for factor-analytic correlation matrices. Multivariate behavioral research, 12(1), 43 - 47. https://doi.org/10.1207/s15327906mbr1201_3
Chaingam, T., Rattanawiboonsom, V., Stargell, P., & Satranarakun, A. (2020). A Study of Service Quality using SERVQUAL Model: a Case of Suvarnabhumi Airport Rail Link (SARL). Journal of politics, administration and law, 12(2), 409 - 430. https://so03.tci-thaijo. org/index.php/polscilaw_journal/article/view/249887/168250
Chang, Y., Lei, S., Teng, J., Zhang, J., Zhang, L., & Xu, X. (2019). The energy use and environmental emissions of high-speed rail transportation in China: A bottom-up modeling. Energy, 182, 1193 - 1201. https://doi.org/10.1016/j.energy.2019.06.120
Chanthadansuwan, P., Hirunboorana, R., Hirunboorana, W., Kanyaphin, K., & Banpot, K. (2023a). The Relationship Between Public Transport Quality ManagementBuses and the Satisfaction of Service users in Bangkok. Rajapark Journal, 17(51), 480 - 494. https://so05.tci-thaijo.org/index.php/RJPJ/article/view/262249/178087
Cochran, W. G. (1953). Matching in analytical studies. American Journal of Public Health and the Nations Health, 43(6_Pt_1), 684 - 691. https://doi.org/10.2105/ajph.43.6_pt_1.684
Dirsehan. (2019). Mapping smart mobility technologies at Istanbul New Airport using the customer journey. In Smart urban development (pp. 109). IntechOpen.
Dirsehan, T. (2019). Mapping Smart Mobility Technologies at Istanbul New Airport Using the Customer Journey. In Smart Urban Development. IntechOpen.
Drouet, L., Lallemand, C., Koenig, V., Viti, F., & Bongard-Blanchy, K. (2023). Uncovering factors influencing railway passenger experiences through love and breakup declarations. Applied ergonomics, 111, 104030. https://doi.org/10.1016/j.apergo.2023.104030
Ghani S. (2018). Enhancing guest experience at airports. https://themalaysian reserve.com/2018/11/22/enhancing-guest-experience-at-airports/
Guttman, L. (1954). Some necessary conditions for common-factor analysis. Psychometrika, 19(2), 149-161.
Ibrahim, A. N. H., Borhan, M. N., & Ismail, A. (2020). Rail-based Public Transport Service Quality and User Satisfaction–A Literature Review. Promet-Traffic & Transportation, 32(3), 423 - 435. https://doi.org/10.7307/ptt.v32i3.3270
Lim, W. M., Gupta, G., Biswas, B., & Gupta, R. (2022). Collaborative consumption continuance: a mixed-methods analysis of the service quality-loyalty relationship in ride-sharing services. Electronic Markets, 32(3), 1463 - 1484. https://doi.org/10.1007/s12525-021-00486-z
Mogaji, E., & Erkan, I. (2019). Insight into consumer experience on UK train transportation services. Travel Behaviour and Society, 14, 21 - 33. https://doi.org/10.1016/j.tbs.2018.09.004
Narupiti, S. (2019). Exploring the possibility of MaaS service in Thailand, implications from the existing conditions and experts' opinions on “Who should be the MaaS provider in Bangkok?”. IATSS research, 43(4), 226 - 234. https://doi.org/10.1016/j.iatssr.2019.11.003
Oliveira, L. C., Birrell, S., & Cain, R. (2020). Journey mapping from a crew's perspective: Understanding rail experiences. Applied ergonomics, 85, 103063. https://doi.org/10.1016/j.apergo.2020.103063
Prakit, C., & Chairit, T. (2018). The Satisfaction Affecting Factors of Outsourcing Services by Motorbike Delivery in Bangkok Metropolitan Areas. Proceeding National & International Conference.
Punapat, B. (2022). Comparing the Satisfaction Factors Affecting Decision Behavior of Passengers between Lat Krabang Station's Airport Rail Link and Lat Krabang Station's Diesel-Train Eastern Line. The 27thNational Convention on Civil Engineering, 27, TRL32-31-TRL32-38.
Rooij, S. v. (2018). The Dimensions of Touchpoint Consistency Between Multiple Service Providers and Their Influence on the Customer Experience: An Experimental Study in the Tourism Industry.
S.R.T. Electrified Train Co., L. (2018). Airport Rail Link. S.R.T. Electrified Train Co., Ltd. https://www.srtet.co.th/index.php/th/
Sabel, T. (2018). A More Satisfying Customer Journey Through Mariehamn Airport: How to develop the customer experience with service design methods.
Sasithong, P., Parnianifard, A., Sinpan, N., Poomrittigul, S., Saadi, M., & Wuttisittikulkij, L. (2023). Simulation-Based Headway Optimization for the Bangkok Airport Railway System under Uncertainty. Electronics, 12(16), 3493. https://doi.org/10.3390/electronics12163493
Sasithorn, I., Thananan, A., Orapan, A., Wilawan, J., Orawan, S., Thammasan, S., & Asarayut, M. (2021). A study of preference levels of services of intercity public transport system for elderly passengers in Thailand. Narkbhutparitat Journal Nakhon Si Thammarat Rajabhat University, 13(1), 268 - 282.
Setthapat, P., & Klavaech, A. (2019). The Relationship Study of Service Quality and Overall Satisfaction of Thai People, a Case Study of Airport Rail Link in Thailand. Journal of Business Administration and Languages (JBAL), 7(1), 66 - 74. https://so06.tci-thaijo.org/index.php/TNIJournalBA/article/view/187074/138230
Shah, K. J., Pan, S.-Y., Lee, I., Kim, H., You, Z., Zheng, J.-M., & Chiang, P.-C. (2021). Green transportation for sustainability: Review of current barriers, strategies, and innovative technologies. Journal of Cleaner Production, 326, 129392. https://doi.org/10.1016/j.jclepro.2021.129392
Shehu, A. M., & Mahmood, R. (2014). Market orientation, Knowledge management and Entrepreneurial orientation as predictors of SME performance: Data screening and Preliminary Analysis. Information and Knowledge Management,
Siripong, P. (2016). Behaviors, Marketing Mix Factors and Customer Satisfaction of Riders among Airport Rail Link (ARL), Bangkok Mass Transit System Public Company Limited (BTS) and Mass Transit Authority of Thailand (MRT) Research and Development Journal Suan Sunandha Rajabhat University, 8(3), 184 - 184. https://so05.tci-thaijo.org/index.php/irdssru/article/view/214598/149413
Supalak, S., & Amara, D. (2020). Customer Satisfaction on Service Quality of Marine Office Ayutthaya. Journal of Management Science Review, 22(2), 131 - 139.
Tomas, W. M., de Oliveira Roque, F., Morato, R. G., Medici, P. E., Chiaravalloti, R. M., Tortato, F. R., Penha, J. M., Izzo, T. J., Garcia, L. C., & Lourival, R. F. (2019). Sustainability agenda for the Pantanal Wetland: perspectives on a collaborative interface for science, policy, and decision-making. Tropical Conservation Science, 12, 194008 2919872634.
Verhulsdonck, G. (2018). Designing for global mobile: Considering user experience mapping with infrastructure, global openness, local user contexts and local cultural beliefs of technology use. Communication Design Quarterly Review, 5(3), 55 - 62. https://doi.org/10.1145/3188173.3188179
Vichiensan, V., Hayashi, Y., & Kamnerdsap, S. (2021). COVID-19 countermeasures and passengers’ confidence of urban rail travel in Bangkok. Sustainability, 13(16), 9377. https://doi.org/10.3390/su13169377
Watchara, Y., Thotsaporn, M., & Yaowalak, S. (2019). Transportation factors for factors for tourism that affect satisfaction with the service quality of tourism businesses in Samut Prakan Province. Journal of the Humanities and Social Sciences Research Promotion Network, 2(2), 1 - 11.
Weerawat, W., Samitiwantikul, L., & Torpanya, R. (2020). Operational challenges of the Bangkok airport rail link. Urban rail transit, 6, 42-55. https://doi.org/10.1007/s40864-019-00121-3
Widhayanantanarom, P. (2023). Study of travel behavior and tourists satisfaction with tourism logistics management. Phutthamonthon District Nakhon Pathom Province. Journal of Logistics and Digital Supply Chain 1(3).
Wiriya, B. (2018). Factors of logistics activities in transportation and distribution that affect customer satisfaction in logistics service businesses in Thailand. Ph. D. in Social Sciences Journal, 8(2), 149 -163.
Zarehparast Malekzadeh, M., Santarremigia, F. E., Molero, G. D., Malviya, A. K., Arroyo, R., & Sánchez, T. R. (2023). A Methodological Framework Based on a Quantitative Assessment of New Technologies to Boost the Interoperability of Railways Services. Sustainability, 15(13), 10636. https://doi.org/10.3390/su151310636
