QUALITY MANAGEMENT FACTORS INFLUENCING SATISFACTION OF BTS SKY TRAIN SERVICE USERS ON SUKHUMWIT AND SILOM LINES

Abstract

The objective of this research to study the quality of management that affects the satisfaction of BTS users and to study qualitative management factors that influence the satisfaction of the users. The samples used in this study were 385 people at BTS Sukhumvit and Silom line by using the simple random sampling, data collection tools include questionnaires used in research, data analysis using computer program. By Percentage, Mean, Standard Deviation.
The result of the study shows that in terms of demographic characteristics, the BTS Sky Train service users in Sukhumwit and Silom line had different characteristics by sex, age, education, occupation and average income per month. Satisfied with the use of different services and BTS Sky Train users at Sukhumwit and Silom line will be satisfied with the BTS Sky Train service. That was no different because the BTS Sky Train at Sukhumwit and Silom line is no matter where you are, you need comfort, fast, and safe. It is possible to set the exact travel time. It makes people with the above features choose the service. For quality management factors. Affecting the satisfaction of BTS Sky Train users at Sukhumwit and Silom line was that practical and inspection planning and trouble shooting. It can be seen that was good management which affects the confidence of BTS users.