Exploring accessibility and service quality perceptions on local public transportation in Thailand

Abstract

This study aimed to analyze the relationship between perceived accessibility of service quality and intention to use public transportation systems. The sample population comprised 400 public transport users, aged 20–60 years. The study was divided into two parts. The first parttested the quality indicator of public transportation services by modifying the SERVQUAL method. Confirmatory factor analysis (CFA) was then conducted and subsequently analyzed for the correlation between perceived accessibility of service quality and intention to use the public transportation system using the structural equation model (SEM). The results showed that the service quality measurement model consisted of 10 components, comprising 40 indicators. The values met the criteria and were suitable for use as indicators of local public transport service quality in Nakhon Ratchasima Province, Thailand. It was found that attitude was the factor that most affected the intention in using public transport, followed by perceived behavioral control and accessibility. Perceived service quality was considered an important variable for perceived accessibility. The study results indicate that service quality has an effect on perceived accessibility in public transportation systems, especially in terms of responsiveness, convenience, and safety. Enhancing the quality of service in these specific areas will heighten user awareness of easily using public transportation services. Furthermore, it is a pivotal factor in promoting better accessibility to public transport services in rural areas.The last part measured the heterogeneity in perceived accessibility and intention between the groups and found significant differences. The obtained results may be beneficial to the government and agencies involved in formulating policies to promote the use of public transportation and its accessibility. Additionally, the service quality indicators should be considered in improving the service quality of public transportation suitable for the area.