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dc.contributor.authorHeiniger, Daniel
dc.contributor.authorSirion Chaipoopirutana, jt. auth.
dc.contributor.otherAssumption University. Martin de Tours School of Management and Economics
dc.coverage.spatialBangkok (Thailand)
dc.identifier.citationAU Journal of Management 3, 2 (June-December 2005), 1-5
dc.descriptionIn English ; only abstract in English.
dc.description.abstractThis 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.
dc.publisherAssumption University
dc.rightsThis work is protected by copyright. Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner.
dc.subjectAU Journal of Management
dc.subjectAU Journal of Management -- 2005
dc.subject.otherAssumption University -- Periodicals
dc.subject.otherSubways -- Bangkok (Thailand)
dc.subject.otherCustomer services -- Quality control
dc.titleA comparative study of Bangkok subway's expected and preceived service quality : a comparison between Thai and non-Thai customers
mods.genreJournal Article
au.identifier.bibno0021-0654[Full Text](

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