Service Quality Influencing the Satisfaction of Underground Mass Rapid Transit System’s Passengers from Tha Phra Station to Wat Mangkon Station in Bangkok

Abstract

The objectives of this research were: 1) to study the relationship model of service quality with satisfaction of Underground Mass Rapid Transit System’s Passengers from Tha Phra Station to Wat Mangkon Station in Bangkok. 2) to study service quality Influencing the satisfaction of Underground Mass Rapid Transit System’s Passengers from Tha Phra Station to Wat Mangkon Station in Bangkok. Sample consisted of 400 underground mass rapid transit system passengers from Thapra Station to Wat Mungkorn Station in Bangkok with a purposive sampling method by descriptive statistics, the average percentage and standard deviation. The correlation was used to Pearson product moment correlation coefficient and a

multiple linear regression with stepwise. The results of the study showed that most of samples were female, 31-50 years old, married, worked for private company with monthly income 30,001 – 40,000 Baht and a bachelor’s degree. service quality was affecting to passengers’ satisfaction of underground mass rapid transit system from Tha Phra Station to Wat Mangkon Station in Bangkok with 3 variables and a multiple linear regression equation. Listed below;

          Passengers’ satisfaction of underground mass rapid transit system from Tha Phra Station to Wat Mangkon Station in Bangkok = .235 + .160 (Reliability) + .325 (Assurance) + .255 (Empathy)