Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand
<i>Background:</i> Scholars have indicated differences in the attitudes of urban and non-urban populations, especially after the COVID-19 outbreak, which extend to their needs and expectations regarding rail transport development. The aim of this study is to enhance the quality of train...
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| Format: | Article |
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MDPI AG
2023-12-01
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| Series: | Logistics |
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| Online Access: | https://www.mdpi.com/2305-6290/7/4/93 |
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| author | Panuwat Wisutwattanasak Thanapong Champahom Sajjakaj Jomnonkwao Manlika Seefong Kestsirin Theerathitichaipa Rattanaporn Kasemsri Vatanavongs Ratanavaraha |
| author_facet | Panuwat Wisutwattanasak Thanapong Champahom Sajjakaj Jomnonkwao Manlika Seefong Kestsirin Theerathitichaipa Rattanaporn Kasemsri Vatanavongs Ratanavaraha |
| author_sort | Panuwat Wisutwattanasak |
| collection | DOAJ |
| description | <i>Background:</i> Scholars have indicated differences in the attitudes of urban and non-urban populations, especially after the COVID-19 outbreak, which extend to their needs and expectations regarding rail transport development. The aim of this study is to enhance the quality of train services in the post-pandemic era, and multigroup analysis will be applied to achieve the difference in area context. <i>Methods:</i> The research data were collected from rail transport users throughout Thailand, consisting of 665 urban and 935 rural users. The questionnaires primarily focused on user expectations regarding rail service quality and travel conditions in the post-pandemic landscape using multigroup confirmatory factor analysis (MCFA). <i>Results:</i> The results unveiled significant variations in user trends and needs across different contexts and areas. In urban settings, there was a notably higher overall service expectation compared to rural areas. Specifically, urban users prioritized factors such as accessibility and service empathy, whereas rural rail users placed greater emphasis on staff quality and reasonable pricing. <i>Conclusions:</i> These findings furnish rail transport service agencies with valuable insights and guidance for comprehending their users’ needs. They can develop appropriate organizational strategies, service quality enhancements, and policy adjustments tailored to the unique demands of urban and rural areas in the post-pandemic era, thereby ensuring sustainability. Additionally, the methodology of multigroup analysis served as a significant scientific contribution; this showed that the statistical analysis of different area contexts in the study should not be ignored. |
| first_indexed | 2024-03-08T20:35:01Z |
| format | Article |
| id | doaj.art-9594be9fde414c4abc0e52733c53724e |
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| issn | 2305-6290 |
| language | English |
| last_indexed | 2024-03-08T20:35:01Z |
| publishDate | 2023-12-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Logistics |
| spelling | doaj.art-9594be9fde414c4abc0e52733c53724e2023-12-22T14:21:38ZengMDPI AGLogistics2305-62902023-12-01749310.3390/logistics7040093Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, ThailandPanuwat Wisutwattanasak0Thanapong Champahom1Sajjakaj Jomnonkwao2Manlika Seefong3Kestsirin Theerathitichaipa4Rattanaporn Kasemsri5Vatanavongs Ratanavaraha6Institute of Research and Development, Suranaree University of Technology, Nakhon Ratchasima 30000, ThailandDepartment of Management, Faculty of Business Administration, Rajamangala University of Technology Isan, Nakhon Ratchasima 30000, ThailandSchool of Transportation Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, ThailandSchool of Transportation Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, ThailandSchool of Transportation Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, ThailandSchool of Civil Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, ThailandSchool of Transportation Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, Thailand<i>Background:</i> Scholars have indicated differences in the attitudes of urban and non-urban populations, especially after the COVID-19 outbreak, which extend to their needs and expectations regarding rail transport development. The aim of this study is to enhance the quality of train services in the post-pandemic era, and multigroup analysis will be applied to achieve the difference in area context. <i>Methods:</i> The research data were collected from rail transport users throughout Thailand, consisting of 665 urban and 935 rural users. The questionnaires primarily focused on user expectations regarding rail service quality and travel conditions in the post-pandemic landscape using multigroup confirmatory factor analysis (MCFA). <i>Results:</i> The results unveiled significant variations in user trends and needs across different contexts and areas. In urban settings, there was a notably higher overall service expectation compared to rural areas. Specifically, urban users prioritized factors such as accessibility and service empathy, whereas rural rail users placed greater emphasis on staff quality and reasonable pricing. <i>Conclusions:</i> These findings furnish rail transport service agencies with valuable insights and guidance for comprehending their users’ needs. They can develop appropriate organizational strategies, service quality enhancements, and policy adjustments tailored to the unique demands of urban and rural areas in the post-pandemic era, thereby ensuring sustainability. Additionally, the methodology of multigroup analysis served as a significant scientific contribution; this showed that the statistical analysis of different area contexts in the study should not be ignored.https://www.mdpi.com/2305-6290/7/4/93COVID-19SERVQUALconfirmatory factor analysismultigroup analysisarea context |
| spellingShingle | Panuwat Wisutwattanasak Thanapong Champahom Sajjakaj Jomnonkwao Manlika Seefong Kestsirin Theerathitichaipa Rattanaporn Kasemsri Vatanavongs Ratanavaraha Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand Logistics COVID-19 SERVQUAL confirmatory factor analysis multigroup analysis area context |
| title | Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand |
| title_full | Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand |
| title_fullStr | Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand |
| title_full_unstemmed | Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand |
| title_short | Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand |
| title_sort | modeling extended service quality for public transportation in the post pandemic period differentiating between urban and rural areas a case study of intercity railway thailand |
| topic | COVID-19 SERVQUAL confirmatory factor analysis multigroup analysis area context |
| url | https://www.mdpi.com/2305-6290/7/4/93 |
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