Browsing by Author "Heiniger, Daniel"
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ItemA comparative study of Bangkok subway's expected and perceived service quality : a comparison between Thai and Non-Thai customers(Bangkok : Assumption University, 2005) Heiniger, Daniel
ItemA comparative study of Bangkok subway's expected and preceived service quality : a comparison between Thai and non-Thai customers(Assumption University, 2005) Heiniger, Daniel ; Sirion Chaipoopirutana, jt. auth. ; Assumption University. Martin de Tours School of Management and EconomicsThis study examined Bangkok Subways expected and perceived service quality between Thai and non-Thai customers from either a European or North American country. Five dimensions of service quality including tangibles, reliability, responsiveness, assurance, and empathy as well as the demographic characteristics were analyzed. Data were collected from 396 respondents in 9 train stations. The analyses found that overall expectation is higher than perception at a similar level for Thai and non-Thai respondents. The demographic characteristics showed that a significant difference existed, especially in age, education and income.