An Analysis of the State Railway of Thailand’s Service Quality and Effectiveness in Meeting Customer Needs

Abstract

This research was conducted to (a) study and synthesize issues for the improvement of service quality in the transportation of passengers and goods within the State Railway of Thailand (SRT). (b) study and synthesize problems and limitations in providing transportation for passengers and goods within the SRT, and (c) propose service models for passengers and goods within the SRT. In the study the researcher utilized both quantitative and qualitative research methodologies. Results indicated that: (a) the SRT should improve the service quality of its stations respectively in terms of: (1) cleanliness of its station in terms of: (i) service time, (ii) staff (iii) safety (iv) facilities, (v) information, and (vi) service rates; (2) the SRT should improve the service quality of passenger bogies respectively in terms of: (i) cleanliness, (ii) service time, (iii) the physical, (iv) facilities, (v) safety, (vi) staff, and (vii) information; (3) the SRT should improve the service quality of cargo bogies respectively, in terms of: (i) locomotive trailer (ii) loading yard, (iii) being on time, (iv) staff, (v) coordination, (vi) safety, (vii) facilities, (viii) convoy vehicles, (ix) responsibility for any loss/damage, and (x) freight rates. With regard to service quality, the following models were included: (a) customer services—travel delay insurance, locomotive inspection and maintenance with repair warranty, Effective cleaning services with innovative cleaning equipment, Customer service officers, and in-station LED/LCD billboards running text messages of service announcements; (b) rail freight services—rail freight tracking service, one-stop freight service, shipping tool and equipment service, freight rail carrier safety and security service, freight delay insurance, freight forwarding service, and special freight fees.