Factors Influencing the Success of Service Quality for Suvarnabhumi Airport Rail Link (SARL)
Keywords:
Service quality, Suvarnabhumi Airport Rail Link, SERQUAL Model 10 dimensionsAbstract
Nowadays, the number of Suvarnabhumi Airport Rail Link’s customers is far lower than the expected goal, although there are a number of Suvarnabhumi Airport’s customers and people residing nearby the Suvarnabhumi Airport Rail Link networks. Therefore, this research was created in order to 1) examine the factors influencing the success of service quality for Suvarnabhumi Airport Rail Link (SARL) and 2) to create guidelines and suggestions for improving SARL’s service quality. This is a quantitative research. The data were gathered from the surveys which were provided to 413 SARL’s customers. The statistical methods used in the data analysis include descriptive statistics and multiple regression analysis. Independent variables include sex, age, job, marital status, education, salary and frequency of using SARL, while the dependent variable is the success of SARL’s service quality based on the SERQUAL Model 10 dimensions. The findings found that “age” is the most significant factor influencing the success of SARL’s service quality and it shows the negative relationship to the dependent variable. Next, the worst service quality of SARL in this study is “Reliability”. Moreover, it is found that the SERVQUAL Model can measure the SARL’s service quality excellently when knowing the factors influencing the success of service quality. The paper recommends two main suggestions for the better service quality of SARL. First, SARL’s stakeholders and related departments should prioritise the improvement of the service quality in reliability by performing the promised service dependably, providing the punctuality of the trains and offering the services which meet the customers’ needs. Hence, the satisfactory will be created among the customers. Second, the government should cooperate with State Railway of Thailand and Airport Rail Link Company in allocating the budgets, maintenance budgets and spare parts supply budgets, for avoiding stuck services caused by malfunctions of the train and rail system.
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