IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v15y2023i15p11739-d1206418.html
   My bibliography  Save this article

The Development of Service Metrics Indicators of a Public Transportation Service Case Study: Intercity Trains in Nakhon Ratchasima Province, Thailand

Author

Listed:
  • Nattiya Wonglakorn

    (Logistics Technology Program, Faculty of Sciences and Liberal Arts, Rajamangala University of Technology Isan, Nakhon Ratchasima 30000, Thailand)

  • Anon Chantaratang

    (Logistics Technology Program, Faculty of Sciences and Liberal Arts, Rajamangala University of Technology Isan, Nakhon Ratchasima 30000, Thailand)

  • Cherdsak Suksiripattanapong

    (Department of Civil Engineering, Faculty of Engineering and Technology, Rajamangala University of Technology Isan, Nakhon Ratchasima 30000, Thailand)

  • Karn Na Sritha

    (Faculty of Industrial Technology and Management, King Mongkut’s University of Technology North Bangkok, Bangkok 10800, Thailand)

  • Warunee Aunphoklang

    (Program in Urban Planning, Faculty of Architecture and Creative Arts, Rajamangala University of Technology Isan, Nakhon Ratchasima 30000, Thailand)

  • Nattida Ninjinda

    (Civil Engineering Department, Faculty of Industrial and Technology, Rajamangala University of Technology Isan Sakon Nakhon Campus, Sakon Nakhon 47160, Thailand)

  • Wilasinee Keerakittisakul

    (Logistics Technology Program, Faculty of Sciences and Liberal Arts, Rajamangala University of Technology Isan, Nakhon Ratchasima 30000, Thailand)

Abstract

This research studied the relationships of indicators related to the selection of intercity train services in Thailand’s Nakhon Ratchasima province. The goal was to examine the characteristics of the intercity train services and the factors that influence choosing them. The research tool used to collect data consisted of 508 sets of questionnaires completed by samples who had used the intercity train service. The data were analyzed using structural equation modeling to investigate the service quality and customer satisfaction indicators affecting the selection of intercity train services. The study found that the service quality indicators included station, service, staff, and vehicle. The customer satisfaction indicators included station, service, travel promotions, and price satisfaction. However, when the service quality indicators were investigated, they had a direct positive effect on customer satisfaction at the 0.01 level of statistical significance. Passengers are most satisfied with obtaining travel information, such as train timetables, fares, and updated information. The involved agencies can use the study’s findings to determine policies and formulate plans for information management and intercity train service metrics.

Suggested Citation

  • Nattiya Wonglakorn & Anon Chantaratang & Cherdsak Suksiripattanapong & Karn Na Sritha & Warunee Aunphoklang & Nattida Ninjinda & Wilasinee Keerakittisakul, 2023. "The Development of Service Metrics Indicators of a Public Transportation Service Case Study: Intercity Trains in Nakhon Ratchasima Province, Thailand," Sustainability, MDPI, vol. 15(15), pages 1-12, July.
  • Handle: RePEc:gam:jsusta:v:15:y:2023:i:15:p:11739-:d:1206418
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/15/15/11739/pdf
    Download Restriction: no

    File URL: https://www.mdpi.com/2071-1050/15/15/11739/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Golob, Thomas F., 2003. "Structural equation modeling for travel behavior research," Transportation Research Part B: Methodological, Elsevier, vol. 37(1), pages 1-25, January.
    2. Nattiya Wonglakorn & Vatanavongs Ratanavaraha & Ampol Karoonsoontawong & Sajjakaj Jomnonkwao, 2021. "Exploring Passenger Loyalty and Related Factors for Urban Railways in Thailand," Sustainability, MDPI, vol. 13(10), pages 1-15, May.
    3. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    4. Tso-Ying Lee & Shih-Chun Hsing & Chin-Ching Li, 2021. "An Improved Stress-Scale Specifically Designed to Measure Stress of Women with Newly Diagnosed Breast Cancer," IJERPH, MDPI, vol. 18(5), pages 1-12, February.
    5. R. Chumpitaz & N. Paparoidamis, 2007. "Service quality, relationship satisfaction, trust, commitment, and business-to-business loyalty," Post-Print hal-00199063, HAL.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nattiya Wonglakorn & Vatanavongs Ratanavaraha & Ampol Karoonsoontawong & Sajjakaj Jomnonkwao, 2021. "Exploring Passenger Loyalty and Related Factors for Urban Railways in Thailand," Sustainability, MDPI, vol. 13(10), pages 1-15, May.
    2. Ekta Duggal & Harsh V. Verma, 2016. "Deconstructing Retail Service Quality in India," Paradigm, , vol. 20(2), pages 143-158, December.
    3. Li, Linbo & Bai, Yufang & Song, Ziqi & Chen, Anthony & Wu, Bing, 2018. "Public transportation competitiveness analysis based on current passenger loyalty," Transportation Research Part A: Policy and Practice, Elsevier, vol. 113(C), pages 213-226.
    4. Dimitrios Drosos & Grigorios L. Kyriakopoulos & Garyfallos Arabatzis & Nikolaos Tsotsolas, 2020. "Evaluating Customer Satisfaction in Energy Markets Using a Multicriteria Method: The Case of Electricity Market in Greece," Sustainability, MDPI, vol. 12(9), pages 1-19, May.
    5. Vredin Johansson, Maria & Heldt, Tobias & Johansson, Per, 2006. "The effects of attitudes and personality traits on mode choice," Transportation Research Part A: Policy and Practice, Elsevier, vol. 40(6), pages 507-525, July.
    6. Najaf, Pooya & Thill, Jean-Claude & Zhang, Wenjia & Fields, Milton Greg, 2018. "City-level urban form and traffic safety: A structural equation modeling analysis of direct and indirect effects," Journal of Transport Geography, Elsevier, vol. 69(C), pages 257-270.
    7. Jae Seung Lee & Sungjin Park & Sanghoon Jung, 2016. "Effect of Crime Prevention through Environmental Design (CPTED) Measures on Active Living and Fear of Crime," Sustainability, MDPI, vol. 8(9), pages 1-16, August.
    8. Alvaro Rodriguez-Valencia & Jose Agustin Vallejo-Borda & German A. Barrero & Hernan Alberto Ortiz-Ramirez, 2022. "Towards an enriched framework of service evaluation for pedestrian and bicyclist infrastructure: acknowledging the power of users’ perceptions," Transportation, Springer, vol. 49(3), pages 791-814, June.
    9. Ding, Chuan & Wang, Donggen & Liu, Chao & Zhang, Yi & Yang, Jiawen, 2017. "Exploring the influence of built environment on travel mode choice considering the mediating effects of car ownership and travel distance," Transportation Research Part A: Policy and Practice, Elsevier, vol. 100(C), pages 65-80.
    10. Yi Mei & Xiaoyan Xu & Xiaodong Li, 2020. "Encouraging Patient Engagement Behaviors from the Perspective of Functional Quality," IJERPH, MDPI, vol. 17(22), pages 1-15, November.
    11. Ding, Yu & Lu, Huapu, 2016. "Activity participation as a mediating variable to analyze the effect of land use on travel behavior: A structural equation modeling approach," Journal of Transport Geography, Elsevier, vol. 52(C), pages 23-28.
    12. Xue, Fei & Yao, Enjian, 2022. "Impact analysis of residential relocation on ownership, usage, and carbon-dioxide emissions of private cars," Energy, Elsevier, vol. 252(C).
    13. Allen, Jaime & Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella & Ortúzar, Juan de Dios, 2019. "The role of critical incidents and involvement in transit satisfaction and loyalty," Transport Policy, Elsevier, vol. 75(C), pages 57-69.
    14. Severin Oesterle & Arne Buchwald & Nils Urbach, 2022. "Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 571-597, June.
    15. Brady, Michael K. & Robertson, Christopher J. & Cronin, J. Joseph, 2001. "Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers," Journal of International Management, Elsevier, vol. 7(2), pages 129-149.
    16. Tae-Seung Park & Jun-Su Kim & Jiyoun Kim, 2021. "The Impact of Perceived Hapkido Service Quality on Exercise Continuation and Recommendation Intentions, with a Focus on Korean Middle and High School Students," Sustainability, MDPI, vol. 13(6), pages 1-10, March.
    17. Taryn Renatta De Mendonca & Yan Zhou, 2019. "Environmental Performance, Customer Satisfaction, and Profitability: A Study among Large U.S. Companies," Sustainability, MDPI, vol. 11(19), pages 1-15, September.
    18. Shakiba Ghadir Jamal Abad & Jalali Seyed Hossein, 2013. "Conceptualization Of Customer Based Brand Equity In Financial Service Sector," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 8(1), pages 123-133, April.
    19. repec:dgr:rugsom:04f04 is not listed on IDEAS
    20. Sang-June Park & Youjae Yi, 2016. "Performance-only measures vs. performance-expectation measures of service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 741-756, December.
    21. Moslehpour, Massoud & Lin, Yi Hsin & Nguyen, Thi Le Huyen, 2017. "Top purchase intention priorities of Vietnamese LCC passengers: Expectations and satisfaction," MPRA Paper 81635, University Library of Munich, Germany.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:15:y:2023:i:15:p:11739-:d:1206418. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.