SERVICE QUALITY AND CUSTOMER SATISFACTION IMPACTING THE REPRAT USAGE OF THE AIRPORT RAIL LINK SERVICE PROVIDER AFTER SERVICE PROVIDER TRANSITION

Abstract

The objectives of this research Study the service usage behavior of individuals towards the Airport Rail Link service provided by Rail link, following the change of service provider. 2) To examine the service quality of Rail link after the change of service provider. 3) To investigate the satisfaction levels of individuals in using the services provided by Rail link after the change of service provider. 4) To explore the repeat service usage patterns of Rail link' service users after the change of service provider. 5) To compare the service quality of Rail link after the change of service provider based on personal factors of the service users. 6) To study the impact of service quality and satisfaction on repeat service usage of Rail link's service users after the change of service provider. The research will focus on a sample group consisting of users of the Airport Rail Link service within the Bangkok Metropolitan Area. The research results found 1) Overall service quality is at a high level. When examining specific aspects, the highest average score is in the fairness of service provision, followed by trustworthiness in service delivery, responsiveness to service users, and the aspect with the lowest average score is attentiveness to service users, in that order. 2) Overall satisfaction with the service is at a high level. When considering specific aspects, the highest average score is in consistent service provision, followed by timely service delivery, sufficient service provision, continuous service delivery, and the aspect with the lowest average score is modern service provision, in that order. 3) Repeat service usage is at a high level. When examining specific aspects, the highest average score is in the intention to return for service when the opportunity arises, followed by the likelihood of returning for service even if the individuals have private cars. The aspect with the lowest average score is the individuals having a positive experience from using the service and definitely returning for service. As for personal factors, including gender, monthly income, education level, and occupation, there is no significant statistical difference in repeat service usage among service users of the Airport Rail Link after the change of service provider, except for age. There is a significant statistical difference in repeat service usage based on age, with individuals having different age groups showing varying levels of repeat service usage, where the p-value is less than 0.05.