Importance-Performance Analysis for Services of Intercity Railway Station: Case Study of Nakhon Ratchasima
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Abstract
The railway station is an important factor that influences the decision to use a public transport mode. The railway is the lowest cost and environmentally friendly. This study aims to assess the service qualities and find the solution to improve the Nakhon Ratchasima Railway Station and Thanon Jira Junction Railway Station. These stations have highest passenger in Nakhon Ratchasima. This study is developed base on a theory of service qualities. The samples were collected from the passengers of Nakhon Ratchasima Railway Station and Thanon Jira Junction Railway Station by “Convenience sample”, one of the nonprobability samples methods. The total sample size is 400 respondents. Variables of passengers’ satisfaction are separated as 4 dimensions, consist of safety, facility, marketing and service. The data are analyzed by descriptive statistics, then using a decision tree model was used to identify the importance of the service quality indicators. The last step was to develop the importance-performance analysis (IPA) to allocate those indicators into four quadrants. According to indicators allocated in a quadrant A (Concentrate here, High importance and Low satisfaction) such as cleanliness of restroom at the station and providing information regularly. The result of this study could fulfil the knowledge of railway station improvement. No study uses the importance-performance analysis to define the appropriate guidance. The contribution of is study is the effective recommendation to increase the customers’ satisfaction and also increase the public transport users.
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