Confirmatory Factor Analysis Of Service Quality Of Intercity Rail Transport In Thailand

Abstract

The purposes of the study were 1) to develop the indicators of each confirmatory factor and the service quality of intercity rail transport in Thailand, and 2) to verify empirical data consistency of the confirmatory factor model and the service quality of intercity rail transport in Thailand. The Thai government has initiated a national project to develop a double-track railway system connecting all regions to improve public quality of life and at the same time to drive economic growth. However, the project won’t be successful if there is no public interest in using train services. Therefore, the researcher aimed to conduct a confirmatory factor analysis (CFA) of the intercity rail transport to guide the stakeholders to implement the results of this study in designing service models with passenger needs.

There were five factors used in the study: employee – measured by indicators., such as clear and accurate communication with passengers, polite service, prompt assistance for problem solving, and completion of customer-service training; station – measured by indicators., such as a station with service points (e.g., shops, cafés), cleanliness, and parking spaces;  passenger coach – measured by indicators., such as cleanliness of seats, toilets, other facilities, good ventilation, sufficient seating capacity, public information within passenger cars, and modern equipment, safety – measured by indicators., such as railway enforcement officers well trained and assigned to patrol the trains and stations to keep colleagues and passengers safe, and installation of equipment and facilities – measured by indicators., such as availability of power outlets and internet, diverse ticketing channels, and so on.