This 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.