Quality of Service affecting passengers’ satisfaction of M.R.T. Chalong Ratchadham Line

Abstract

This study aims: 1) to study the service quality of M.R.T. Chalong Ratchadham Line; 2) to study the satisfaction on services of M.R.T. Chalong Ratchadham Line; and 3) to find the service quality influencing the satisfaction of M.R.T. Chalong Ratchadham Line. 400 questionnaires were used as a research tool to collect data. The data were analyzed by percentage, mean, standard deviation and multiple regression analysis.

           The results showed that the majority of respondents were female, aged 20 to 30. Most of them were civil servants/state enterprise employees with a bachelor's degree, and their monthly income with 20,000-30,000 baht.They took the skytrain at Tao-Poon station and got off at Wong Sawang station with a MRT card. The service quality and satisfaction were at very important level. such as the concrete aspects, trustworthy service, responsiveness, assurance, and empathy.  They influenced the satisfaction with statistical significance at the level of .05

           Suggestively, the prepaid service system should be monitored regulary: the ticket vending machines should be provided enough for the skytrain users.  Also, the entrance lanes should be added; the announcement signages should be conspicuouly positioned; and there should be a special MRT card promotion for weekday between 9 a.m. to 4 p.m.