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

Nattiya Wonglakorn, Anon Chantaratang, Cherdsak Suksiripattanapong, Karn Na Sritha, Warunee Aunphoklang, Nattida Ninjinda and Wilasinee Keerakittisakul ()
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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

Sustainability, 2023, vol. 15, issue 15, 1-12

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.

Keywords: intercity train; service quality indicators; structural equation modeling; Nakhon Ratchasima (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
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