แนวทางการปรับปรุงคุณภาพการบริการของรถไฟฟ้าขนส่งมวลชน : กรณีศึกษารถไฟฟ้าบีทีเอส

Name: เอกชัย เลิศจุฑาพร

Organization : มหาวิทยาลัยเทคโนโลยีพระจอมเกล้าธนบุรี

keyword: Light Rail Transit

; Measurement

; Service Quality

Abstract: Bangkok has seriously faced traffic problem in which government is trying toimprove by promoting public transportation instead of personal vehicle. However, according tostatistic, it reveals that most passengers are not favor public transportation. Therefore, this studyhas been currently set up in order to suggest direction for promoting public transportation totypical passengers in Bangkok. BTS skytrain has been prepared as a study case by starting from screening the most adequate method and service measurement. It is found that Service Quality Gap Model can be effectively applied in term of delivered service and service provision. Afterward, the researcher has developed 71 quality indexes and questionnaire and gathered data for next service quality gap and plan for further improvement. According to the above study, it reveals that overall quality of BTS skytrain is acceptable with 1.269 points from 0-4 points (0 = the best) in which is similar to personal car (1.119 points) and twice better than air-conditioning bus (2.311 points). Regarding service quality, it is ranked at moderate to very good level. A suggestion for improvement is motivation for work, especially financial compensation. For BTS service quality in passengers’ point of view, it is considered moderate to good level. A suggestion for improvement is transportationfee and convenience, especially the issue of stations in which have to be in consistent withtransportation convenience. The additional study reveals that BTS executives have to preparevery high investment for construction and management, therefore, the transportation fee has tobe expensive and unable to set up stations as per consumer demand. However, governmentshould provide efficient financial support in order to promote public transportation accordingly.

มหาวิทยาลัยเทคโนโลยีพระจอมเกล้าธนบุรี

Address: กรุงเทพมหานคร (Bangkok)

Email: info.lib@mail.kmutt.ac.th

Name: ผศ.ดร. ธวัชชัย เหล่าศิริหงษ์ทอง

Role: อาจารย์ที่ปรึกษา

Created: 2545

Issued: 2005-11-23

Modified: 2006-05-10

วิทยานิพนธ์/Thesis

ISBN: 9744560568

CallNumber: CVE1839

tha

DegreeName: วิศวกรรมศาสตรมหาบัณฑิต

Level: ปริญญาโท

Descipline: วิศวกรรมโยธา

Grantor: มหาวิทยาลัยเทคโนโลยีพระจอมเกล้าธนบุรี

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ลำดับที่.	ชื่อแฟ้มข้อมูล	ขนาดแฟ้มข้อมูล	จำนวนเข้าถึง	วัน-เวลาเข้าถึงล่าสุด
1	CVE1839.pdf	2.12 MB	551	2022-09-07 14:11:28
2	CVE1839ab.pdf	64.31 KB	297	2021-08-14 15:17:47
3	CVE1839ab.txt	2.05 KB	339	2021-08-14 15:17:51

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