The Needs and Satisfaction of Thai-Myanmar Customers towards the Local Wooden Bus (Songthaew Mai) system on the Ranong to Kraburi

Abstract

This quantitative research aims to investigate The Needs and Satisfaction of Thai-Myanmar Customers towards the Local Wooden Bus (Songthaew Mai) system on the Ranong to Kraburi itinerary, Ranong Province, Thailand. The sample group consisted of 385 Thai and Myanmar commuters, selected through an accidental sampling method. The primary data collection instrument was a questionnaire. Data analysis was performed using descriptive statistics, including frequency, percentage, mean (x̅), and standard deviation (S.D.) The research findings indicate that the majority of service users were female, under the age of 25 years, holding Thai nationality, and primarily students/pupils traveling for work or professional duties. In terms of Service Needs, the overall level was rated as Highest (x̅ = 4.85), with the highest demands centered on punctuality and reliability (x̅ = 4.90) and safety during travel (x̅ = 4.87). Regarding Service Satisfaction, the overall level was rated as High (x̅ = 4.44). Users reported the highest satisfaction with the value for money and the convenience of access (x̅ = 4.47 for both). However, the lowest satisfaction score was recorded for the suitability of seating capacity and overcrowding (x̅ = 4.36), suggesting an area requiring immediate operational improvement.