INDICATORS OF THE INTERCITY TRAIN SERVICE TO USE UNDER THE NEW NORMAL
DOI:
https://doi.org/10.55766/sujst-2024-06-e04033Keywords:
Factors in Service Development, Intention, Intercity Trains, Service Quality, Traveling Under the New NormalAbstract
This research examines the indicators of intercity train service quality that affect the intention to use the service under the new lifestyle. The objective aims to study indicators that influence the intention to travel by intercity train on the northeastern route in Thailand. A questionnaire was used as a tool to collect data on the respondents’ personal characteristics and indicators related to the samples’ intention to use its services. The researcher collected 600 data sets from people who used intercity train services in Nakhon Ratchasima, Khon Kaen, and Nong Khai provinces and consequently analyzed them using structural equation modeling. The study results on service quality and attitude revealed that satisfaction with the service quality and its perception were the main factors that directly affected the intention to use the intercity train service. In addition, the indicators for the 5 service quality factors showed that the factor of service was mainly of highest value, followed by vehicles, employees, terminals, and information at the 0.01 statistical significance level. Therefore, train service providers should plan and establish policies regarding services, such as a ticketing system where passengers can purchase tickets in advance and cleaning plans, as well as security guards inside the terminals where international measures for taking care of vulnerable groups of passengers are available.
References
Abbink, E. (2014). Crew management in passenger rail transport [Doctoral dissertation, Erasmus University Rotterdam]. Erasmus Research Institute of Management. https://repub.eur.nl/pub/76927/EPS2014325LIS9789058923745.pdf
Anantapak, V. (2011). A study of travelers' attitudes towards public transport service: A case study of Amnat Charoen (Ph.D. thesis). Suranaree University of Technology.
Bollen, K.A., and Long, J.S. (1993). Testing structural equation models. Sage Publications, Inc. (Vol. 154).
Caceres, R.C., and Paparoidamis, N.G. (2007). Service quality, relationship satisfaction, trust, commitment, and business‐to‐business loyalty. European Journal of Marketing, 41(7/8):836-867. https://doi.org/10.1108/03090560710752429
Cascetta, E., and Cartenì, A. (2014). The hedonic value of railway terminals: A quantitative analysis of the impact of stations' quality on travellers’ behaviour. Transportation Research Part A: Policy and Practice, 61:41-52. https://doi.org/10.1016/j.tra.2013.12.008
Chen, C.-F. (2008). Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan. Transportation Research Part A: Policy and Practice, 42(4):709-717. https://doi.org/10.1016/j.tra.2008.01.007
Chiou, Y.-C., and Chen, Y.-H. (2010). Factors influencing the intentions of passengers regarding full-service and low-cost carriers: A note. Journal of Air Transport Management, 16(4):226-228. https://doi.org/10.1016/j.jairtraman.2009.11.005
Cronin Jr., J.J., and Taylor, S.A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3):55-68. https://doi.org/10.1177/002224299205600304
Eboli, L., and Mazzulla, G. (2012). Structural equation modelling for analysing passengers’ perceptions about railway services. Procedia - Social and Behavioral Sciences, 54:96-106. https://doi.org/10.1016/j.sbspro.2012.09.729
Eboli, L., and Mazzulla, G. (2015). Relationships between rail passengers' satisfaction and service quality: A framework for identifying key service factors. Public Transport, 7(2):185-201. https://doi.org/10.1007/s12469-014-0096-x
Fenton, P. (2017). Sustainable mobility in the low carbon city: Digging up the highway in Odense, Denmark. Sustainable Cities and Society, 29:203-210. https://doi.org/10.1016/j.scs.2016.11.006
Hair Jr., J.F., Babin, B.J., and Anderson, R.E. (2010a). A global perspective. Kennesaw State University.
Hair, J.F., Black, W.C., Babin, B. J., and Anderson, R.E. ( ). Advanced diagnostics for multiple regression: A supplement to multivariate data analysis. Advanced Diagnostics for Multiple Regression: A Supplement to Multivariate Data Analysis.
Hair, J.F., Gabriel, M., and Patel, V. (2014). AMOS covariance-based structural equation modeling (CB-SEM): Guidelines on its application as a marketing research tool. Brazilian Journal of Marketing, 13(2):44-55. https://doi.org/10.5585/remark.v13i2.2718
Jomnonkwao, S., Champahom, T., and Ratanavaraha, V. (2020). Methodologies for determining the service quality of the intercity rail service based on users' perceptions and expectations in Thailand. Sustainability, 12(10):4259. https://doi.org/10.3390/su12104259
Kanchanawasri, S. (2009). Advanced diagnostics for multiple regression: A supplement to multivariate data analysis. Bangkok: Chulalongkorn University Press.
Kim, H.-K. (2013). Service quality with satisfaction and loyalty in the airline industry. International Journal of Tourism Sciences, 13(3):31-50. https://doi.org/10.1080/15980634.2013.11434679
Kline, R.B. (2004). Beyond significance testing: Reforming data analysis methods in behavioral research. American Psychological Association. https://doi.org/10.1037/10693-000
Kline, R.B. (2011). Convergence of structural equation modeling and multilevel modeling. The SAGE Handbook of Innovation in Social Research Methods, 562-589. https://doi.org/10.4135/9781446268261.n31
Kuhlman, T., and Farrington, J. (2010). What is sustainability?. Sustainability, 2(11):3436-3448. https://doi.org/10.3390/su2113436
Lee, S.C., Tsai, C.H., Lin, Y.C., Li, H.J., Jiang, D.R., Fu, I.N., and Chen, K.L. (2021). Factorial validity of the Theory of Mind Inventory-2 in children with autism spectrum disorder. Autism Research, 14(11):2424-2431. https://doi.org/10.1002/aur.2581
Likert, R. (1932). A technique for the measurement of attitudes. Archives of Psychology, 22(140):55.
Lovelock, C.H., and Wright, L. (2002). Principles of service marketing and management (2nd ed.). Upper Saddle River, NJ: Prentice Hall.
Namukasa, J. (2013). The influence of airline service quality on passenger satisfaction and loyalty: The case of Uganda airline industry. The TQM Journal, 25(5):520-532. https://doi.org/10.1108/TQM-11-2012-0092
Parasuraman, A., Zeithaml, V.A., and Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4):41-50. https://doi.org/10.1177/002224298504900403
Parasuraman, A., Zeithaml, V.A., and Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions. Journal of Retailing, 64(1):12-40.
Park, J.-W., Robertson, R., and Wu, C.-L. (2004). The effect of airline service quality on passengers’ behavioural intentions: A Korean case study. Journal of Air Transport Management, 10(6):435-439. https://doi.org/10.1016/j.jairtraman.2004.06.001
Pavlov, G., Shi, D., and Maydeu-Olivares, A. (2021). How to use item desirability ratings in constructing forced-choice tests. https://doi.org/10.31234/osf.io/2kgsq
Sim, J., and Wright, C. (2000). Research in health care: Concepts, designs, and methods. Nelson Thornes.
Slaper, T.F., and Hall, T.J. (2011). The triple bottom line: What is it and how does it work?. Indiana Business Review, 86(1):4-8.
State Railway of Thailand. (2019). Complete Guide to SRT 4.0. Retrieved from https://www.railway.co.th.
Vroom, V.H. (1964). Work and motivation. Wiley.
Vuchic, V.R. (1981). Urban transit systems and technology. John Wiley & Sons. Retrieved from https://www.academia.edu/35120650/URBAN_TRANSIT_SYSTEMS_AND_TECHNOLOGY
Wipulakorn, P. (2020). Measures to prevent COVID-19. Retrieved from https://www.hfocus.org.
Wiratchai, N. (1999). LISREL model: Analytical statistics for research (Vol. 3). Bangkok: Chulalongkorn University Press.
Wonglakorn, N., Chantaratang, A., Suksiripattanapong, C., Na Sritha, K., Aunphoklang, W., Ninjinda, N., and Keerakittisakul, W. (2023). The development of service metrics indicators of a public transportation service: A case study of intercity trains in Nakhon Ratchasima Province, Thailand. Sustainability, 15(15):11739. https://doi.org/10.3390/su151511739
Wonglakorn, N., Ratanavaraha, V., Karoonsoontawong, A., and Jomnonkwao, S. (2021). Exploring passenger loyalty and related factors for urban railways in Thailand. Sustainability, 13(10):5517. https://doi.org/10.3390/su13105517
Zeithaml, V.A., Parasuraman, A., and Berry, L.L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.
