Perceived Service Quality and Commuter Segmentation of Informal Public Transport Service in Bangkok, Thailand
Keywords:silor, attitudes, service quality, commuter segmentation, factor analysis, cluster analysis
One informal public transport service in Bangkok is Silor (SR), given the meaning in Thai as four-wheeler. SR facilitates urban mobility both in terms of major travel mode and feeder to bus and mass transit lines in the city. This research aims to explore user subgroups characterized by attitudes through an Exploratory Factor Analysis followed by commuter segmentation through Cluster Analysis based on the obtained latent variables in order to propose future implications for SR service improvement in Bangkok. Interviews are conducted through questionnaire survey to collect users’ socioeconomic and trip profiles and attitudes towards SR service. The result reveals dimensions of service quality, which explain user perception and priorities regarding the service. Four segments of SR users are identified by four attitudinal factors, including reliability, invehicle environment, comfort and convenience, and environmental impact. Personal profiles, trip characteristics, and attitudes of each segment are analyzed and compared. Research findings would contribute to new knowledge on quality factors and area of SR service improvement as well as provide better understanding on diverse perception among SR user segments. Policy implications that best suit for each user segments are discussed.
Authors who publish with Engineering Journal agree to transfer all copyright rights in and to the above work to the Engineering Journal (EJ)'s Editorial Board so that EJ's Editorial Board shall have the right to publish the work for nonprofit use in any media or form. In return, authors retain: (1) all proprietary rights other than copyright; (2) re-use of all or part of the above paper in their other work; (3) right to reproduce or authorize others to reproduce the above paper for authors' personal use or for company use if the source and EJ's copyright notice is indicated, and if the reproduction is not made for the purpose of sale.