Service Quality Assessment of Mass Public Transit Related to Passenger Satisfaction: A Case Study of Nonthaburi

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Jirawat Wongthongchai

Abstract

            Establishing the service quality factor in enhancing and improving passenger satisfaction is fundamental in public transit development. The objective of this study was to assess the influence of quality of service, comprising five factors: tangibility, reliability, receptivity, assurance, and empathy, on passenger satisfaction of bus rout 166 of Nonthaburi. The data were collected through a questionnaire. The data set was empirically analyzed using a survey of 473 respondents regarding their perceptions of the service provided of bus route 166 of the mass transit authority. The study conducted multiple regression analysis. The results showed that service quality affects passenger satisfaction by 3 factors: empathy, tangibility, and reliability have a positive impact on passenger satisfaction, respectively. Hence, this study also provides further insights into public transit value-added services. The research shows that employee empathy is the most important factor in promoting passenger satisfaction. The organization should encourage the selection and training of employees to be attentive to service and to perform their duties appropriately. Tangibility improvements by improving the condition of the bus in terms of cleanliness and appearance. Improving reliability by allocate the amount of vehicles sufficiently and consistently schedule.

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