| รายละเอียดวิทยานิพนธ์ | |
| ชื่อวิทยานิพนธ์ | The Opinion of Customers toward Services of the State Railway of Thailand (Northern Line): Case Study of Nakornping Special Express |
| ชื่อนิสิต | Benjawan Nopbanjobsuk |
| ชื่ออาจารย์ที่ปรึกษา | Asst Prof Orachorn Maneesong Lect Orapin Santidhirakul Lect Nantana Khamnuan |
| ชื่อสถาบัน | มหาวิทยาลัยเชียงใหม่. บัณฑิตวิทยาลัย Chiang Mai University. Chiang Mai (Thailand). Graduate School |
| ระดับปริญญาและรายละเอียดสาขาวิชา | วิทยานิพนธ์มหาบัณฑิต. บริหารธุรกิจ (การบริหารธุรกิจ) Master. Business Administration (Business Administration) |
| ปีที่จบการศึกษา | 2543 |
| บทคัดย่อ(ไทย) | ต้นฉบับไม่มีภาษาไทย |
| บทคัดย่อ(English) | The purpose of this study was twofold: (1) to find out levels of customers satisfaction with the services of the Nakornping Special Express of the State Railway of Thailand (Northern Line) and (2) to determine problems encountered by users of the State Railway of Thailand (Northern Line). The data were analyzed and presented descriptively in terms of frequency value, percentage value, and mean average. The data for this study were obtained from responses to a 5-level questionnaire: most satisfied, much satisfied, satisfied, need to be improved, and need to be improved a great deal, elicited from 200 customers using the services of the State Railway of Thailand at Chiang Mai Railway Station, 60.5 percent of which were female and 39.5 percent were male. The age of the respondents ranged from 15 years up, with 32.5 percent between 25-34 years old, 25.0 percent between 35-44 years old, and 17.0 percent between 15-24 years old. The occupations of the respondents were 37.5 percent employees of government or semi-government sectors, 27.0 percent employees of private sectors, and 19.0 percent entrepreneurs. The respondents levels of education were 63.0 percent bachelors degree holders, 21.5 percent holders of higher than bachelors degree, and 8.0 percent diploma holders. The respondents income levels were 40.0 percent in the 10,001-20,000 baht bracket, 17.5 percent in the 30,001 baht up bracket, and 16.5 percent in the 5,000-10,000 baht bracket. In term of general services provided by the State Railway of Thailand, it was found that respondents were moderately satisfied with the stations modern facilities, cleanliness of the compound, and the staff services, but were not satisfied with the sanitation conditions in the station restrooms. Regarding the service scheduling, it was found that respondents were moderately satisfied with the convenience of the departing and arriving time at the Chiang Mai and the Bangkok stations. In terms of ticket pricing, it was shown that respondents were satisfied with the information included in the ticket stubs, the convenience of ticket purchasing and booking both at the station and from travel agencies but were not satisfied with the services involving ticket return and exchange. As for punctuality, it was revealed that respondents were moderately satisfied the departure times but were not satisfied with the arrival times. Concerning the passenger cars, the respondents indicated that they were moderately satisfied with the general conditions of the cars, the air-conditioning, and the cleanliness of the sleeping linen but were not satisfied with the sanitation conditions in the car restrooms. Concerning the dining cars, the respondents indicated that they were moderately satisfied with the waitpersons appearance and courtesy but were not satisfied with the quality and price of food and beverages. About the train personnel, it was found that respondents were moderately satisfied with their appearance, responsibility, and helpfulness. On the aspect of the train police, it was found that respondents were moderately satisfied with their manners, helpfulness, and performance. In terms of the marketing promotion of the State Railway of Thailand, it was revealed that respondents were moderately satisfied with the performance of sales agencies, advertisements, public relations, and the positive image regarding safety and comfort but were not satisfied with punctuality. It was concluded that respondents were most dissatisfied with such factors as the personnels lack of attention to passengers, the cleanliness of the stations and the train facilities, fare rates, excessive charge fees for ticket exchange and return, over-priced food and beverages, inadequate channels of ticket purchasing, insufficient storage space on board, air and noise pollution on board and around the stations, unreliable departure and arrival times, and the inflexible operating schedule. |
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