An Elderly Perspective on Service Quality of River-Crossing Service

An Elderly Perspective on Service Quality of River-Crossing Service

This research aims to explore expectations, perceptions, and satisfactions of 200 elderly passengers on river-crossing ferry service in Bangkok in four service quality dimensions: facility, staff, port, and boat. Descriptive statistics, paired-samples t-Test, Importance Performance Analysis (IPA), a...

Full description

Saved in:
Bibliographic Details
Main Author: Kaewchan L.
Other Authors: Mahidol University
Format: Conference or Workshop Item
Published: 2023
Subjects:
Computer Science
Online Access:https://repository.li.mahidol.ac.th/handle/123456789/87131
Tags: Add Tag
No Tags, Be the first to tag this record!
Institution: Mahidol University
id th-mahidol.87131
record_format dspace
spelling th-mahidol.871312023-06-20T11:50:55Z An Elderly Perspective on Service Quality of River-Crossing Service Kaewchan L. Mahidol University Computer Science This research aims to explore expectations, perceptions, and satisfactions of 200 elderly passengers on river-crossing ferry service in Bangkok in four service quality dimensions: facility, staff, port, and boat. Descriptive statistics, paired-samples t-Test, Importance Performance Analysis (IPA), and Priority Non-Conformity Index (PNCI) were applied for data analysis. It was found that boat had the highest mean score, while facility had the lowest one. From gap analysis, staff was the most dissatisfied dimension, while the facility were the least dissatisfied one. From IPA, port and boat were strengths, while staff was a weakness. PNCI values was zero showing efficient resource allocation of ferry service to meet elderly passenger satisfaction. 2023-06-20T04:50:55Z 2023-06-20T04:50:55Z 2022-09-27 Conference Paper ACM International Conference Proceeding Series (2022) , 250-253 10.1145/3568834.3568839 2-s2.0-85147440843 https://repository.li.mahidol.ac.th/handle/123456789/87131 SCOPUS
institution Mahidol University
building Mahidol University Library
continent Asia
country Thailand
Thailand
content_provider Mahidol University Library
collection Mahidol University Institutional Repository
topic Computer Science
spellingShingle Computer Science
Kaewchan L.
An Elderly Perspective on Service Quality of River-Crossing Service
description This research aims to explore expectations, perceptions, and satisfactions of 200 elderly passengers on river-crossing ferry service in Bangkok in four service quality dimensions: facility, staff, port, and boat. Descriptive statistics, paired-samples t-Test, Importance Performance Analysis (IPA), and Priority Non-Conformity Index (PNCI) were applied for data analysis. It was found that boat had the highest mean score, while facility had the lowest one. From gap analysis, staff was the most dissatisfied dimension, while the facility were the least dissatisfied one. From IPA, port and boat were strengths, while staff was a weakness. PNCI values was zero showing efficient resource allocation of ferry service to meet elderly passenger satisfaction.
author2 Mahidol University
author_facet Mahidol University
Kaewchan L.
format Conference or Workshop Item
author Kaewchan L.
author_sort Kaewchan L.
title An Elderly Perspective on Service Quality of River-Crossing Service
title_short An Elderly Perspective on Service Quality of River-Crossing Service
title_full An Elderly Perspective on Service Quality of River-Crossing Service
title_fullStr An Elderly Perspective on Service Quality of River-Crossing Service
title_full_unstemmed An Elderly Perspective on Service Quality of River-Crossing Service
title_sort elderly perspective on service quality of river-crossing service
publishDate 2023
url https://repository.li.mahidol.ac.th/handle/123456789/87131
_version_ 1781414633055191040

Similar Items