Satisfaction of users of public Passenger Vans services

Abstract

The research on "Satisfaction of Users of Public Passenger Van Services" has the following objectives: 1) Study the level of satisfaction with the public minibus service among the people in Bangkok and the surrounding areas. 2) Compare the factors of service quality that affect the satisfaction of the public minibus service users in Bangkok and the surrounding areas.
Data collection was conducted using a questionnaire (SD-scale, score range 0-10). A sample size of 400 participants was selected through convenience sampling, without considering probability. The statistical methods used for analysis included: Percentage Mean Standard Deviation (SD) Hypothesis testing was performed using Independent Sample Test, One-way ANOVA, and Partial Correlation Coefficient to analyze the relationships between variables.
The research findings indicate that the overall service quality is rated at a relatively low level. Among the service quality factors, the factor of knowing and understanding the customer has a higher average score than other factors, falling within the moderate level. On the other hand, the factor of customer assurance has a lower average score than the other factors, indicating a relatively low level. It was found that the tangibles factor of service quality has no correlation with customer satisfaction with the public minibus service. However, the factors of reliability, responsiveness, customer assurance, and empathy (knowing and understanding the customer) are positively correlated with customer satisfaction with the public minibus service, though the correlation is quite weak to very weak.