SATISFACTION AND TRAVEL BEHAVIOR OF BTS SUKHUMVIT LINE PROJECT: MO CHIT-SAPHAN MAI-KHO KOT

Abstract

This research has an objective of making a comparative analysis of the customer satisfaction of BTS Sukhumvit Line Extension-Mo Chit, Saphan Mai, Khu Khot. The research is categorized into three factors: personal; travel; and awareness. The research data shall be used as guidelines for BTS Skytrain service improvement. The sample group includes 400 customers of BTS Sukhumvit Line Extension-Mo Chit, Saphan Mai, Khu Khot, the data of which is gathered using an online questionnaire via Google Form. Statistics used in the data analysis are percentages, averages, standard deviations, Comparative analysis with t-test, One way ANOVA, and pairwise difference comparisons using Scheffe’s method. The statistical significant value is determined at .05. The research result displayed that among the sample group, the overall customer satisfaction is high (average 3.83). The aspects with the highest average values being the product aspect was product and reliability aspect, and the personnel/employee aspect (average 3.69). Conversely, the service rate aspect has the lowest average value is Service rates (average 3.69). Speedy travelling time is the primary reason for the use of service. The varying of ages and perceptions of information sources. This results in different overall satisfaction. Statistically significant at the .05 and .001 levels, respectively.