A comparative study of Bangkok subway's expected and preceived service quality : a comparison between Thai and non-Thai customers
A comparative study of Bangkok subway's expected and preceived service quality : a comparison between Thai and non-Thai customers
Published date
2005
Resource type
Publisher
Assumption University
ISBN
ISSN
DOI
Call no.
Other identifier(s)
Edition
Copyrighted date
Language
eng
File type
application/pdf
Extent
Other title(s)
Advisor
Other Contributor(s)
Assumption University. Martin de Tours School of Management and Economics
Citation
AU Journal of Management 3, 2 (June-December 2005), 1-5
Degree name
Degree level
Degree discipline
Degree department
Degree grantor
Abstract
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.
Table of contents
Description
In English ; only abstract in English.
punsarn.dc.description.sponsorship
Spatial Coverage
Bangkok (Thailand)
Rights
This work is protected by copyright. Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner.