The Relationship Study of Service Quality and Overall Satisfaction of Thai People, a Case Study of Airport Rail Link in Thailand
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Abstract
In an urbanization, the most convenient and fastest way to travel is a sky train and subway. Not only the convenience, also the customers expect from the service is the good service quality. The three main variables that affect the satisfaction of the Airport Rail Link service customers and can be used to predict overall satisfaction such as the empathy, understanding the customers, and the service tangible. The research objectives are to study the relationship between service quality factors and overall satisfaction from Thai passengers toward the Airport Rail Link service. It is used to develop the better quality of the Airport Rail Link service. It is a quantitative research by using 426 questionnaires by accidental random sampling. The sample size is calculated from Taro Yamane table. The research found that the behavior of the respondents emphasizes the importance of reliability, the concreteness and the quality of service which towards the satisfaction of using the service.
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