An Elderly Perspective on Service Quality of River-Crossing Service
Issued Date
2022-09-27
Resource Type
Scopus ID
2-s2.0-85147440843
Journal Title
ACM International Conference Proceeding Series
Start Page
250
End Page
253
Rights Holder(s)
SCOPUS
Bibliographic Citation
ACM International Conference Proceeding Series (2022) , 250-253
Suggested Citation
Kaewchan L., Vanichchinchai A., Sumrit D., Janyapoon S. An Elderly Perspective on Service Quality of River-Crossing Service. ACM International Conference Proceeding Series (2022) , 250-253. 253. doi:10.1145/3568834.3568839 Retrieved from: https://repository.li.mahidol.ac.th/handle/20.500.14594/87131
Title
An Elderly Perspective on Service Quality of River-Crossing Service
Author(s)
Author's Affiliation
Other Contributor(s)
Abstract
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.
