Confirmatory Factor of Service Quality of Public Bus Transport between Thailand and Laos by P- TRANSQUAL Model

Abstract

This research aims to analyze the confirmatory factor of service quality and service quality level of public bus transport between Thailand and Laos by P-TRANSQVAL model. Population of the study is 400 customers of  Transport Cooperation Ltd. on route number 8,14 : Chiang Mai – Longprabang  Lei – Longprabang. Quantitative research method is employed and convenience sampling is selected to collect data from the customer in the sample size. Research instrument comprises the questions in the four factors : tangible, reliability , personnel, and comfort. Likert scale is used in the  five levels for measurement questions in each factor and the reliability of instrument is 0.928.  The results of the study reveal that the service quality of public bus is in  fair level in personnel factor  but the other factors have low level at significant level 0.05.  The service quality has  four factors : comfort, reliability, tangible, and personnel. And the factors ’ of service quality has  regression weights (βi) = 0.97, 0.96, 0.77 and 0.44 respectively. Moreover, the confirmatory factor analysis report shows that the service quality has goodness of  fit to the data with CMIN=16.257, Df=5, P-value=0.006, CMIN/df = 251,GFI = 0.987,  AGFI = 0.944, NFI = 0.982,CFI = 0.987, and RMSEA = 0.075.