Next Article in Journal
The Impacts of Water Cycle Components on Streamflow in a Changing Climate of Korea: Historical and Future Trends
Next Article in Special Issue
Riding Comfort Evaluation Based on Longitudinal Acceleration for Urban Rail Transit—Mathematical Models and Experiments in Beijing Subway
Previous Article in Journal
Software-Defined Networking Approaches for Link Failure Recovery: A Survey
Previous Article in Special Issue
Key Determinants of Airline Loyalty Modeling in Thailand
Open AccessArticle

Methodologies for Determining the Service Quality of the Intercity Rail Service Based on Users’ Perceptions and Expectations in Thailand

School of Transportation Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, Thailand
*
Author to whom correspondence should be addressed.
Sustainability 2020, 12(10), 4259; https://doi.org/10.3390/su12104259
Received: 15 April 2020 / Revised: 17 May 2020 / Accepted: 20 May 2020 / Published: 22 May 2020
There is a significant need to change people’s travel mode from personal cars to public rail, because rail transport is a more environmentally friendly travel mode. Over the past decade, the number of rail passengers has reduced because of service quality problems. Thus, this study aims to propose guidelines for precise service quality (SQ) improvements of intercity rail services in Thailand. Data were collected from 615 train passengers by distributing questionnaires at train stations in six provinces, covering all regions of Thailand. Cluster analysis (CA), factor analysis (FA), and importance-performance analysis (IPA) were applied in this research, which were used based on gap analysis. As a result of CA and FA, the 45 quality indicators were grouped into four factors, namely, vehicles, staff, services, and infrastructures/stations. The FA results seem more appropriate than those of CA in terms of providing factor loadings that indicate the importance of each indicator. The results of IPA show that the seven indicators that were analyzed fell into the “concentrate here” quadrant. To summarize the current policy, the factor most in need of rapid improvement in order to increase the quality of the intercity rail service in Thailand is that of the train car variables group; on the other hand, the main strength of the current services relates to the services provided by staff. View Full-Text
Keywords: gap analysis; cluster analysis; factor analysis; importance-performance analysis (IPA); Thai railway; customer satisfaction survey gap analysis; cluster analysis; factor analysis; importance-performance analysis (IPA); Thai railway; customer satisfaction survey
Show Figures

Figure 1

MDPI and ACS Style

Jomnonkwao, S.; Champahom, T.; Ratanavaraha, V. Methodologies for Determining the Service Quality of the Intercity Rail Service Based on Users’ Perceptions and Expectations in Thailand. Sustainability 2020, 12, 4259.

Show more citation formats Show less citations formats
Note that from the first issue of 2016, MDPI journals use article numbers instead of page numbers. See further details here.

Article Access Map by Country/Region

1
Search more from Scilit
 
Search
Back to TopTop