Factors Affecting Satisfaction of MRT Commuters During the Coronavirus Pandemic (COVID-19): A Case Study of MRT Chaloem Ratchamongkhon Line (Blue Line)

Abstract

This study has its objectives to identify factors affecting satisfaction of MRT commuters during the coronavirus pandemic (COVID-19) focusing on demographic factors and factors on logistics activities (including customer service, order processing, and logistics communication). The sample in this research study is a group of 400 commuters of MRT Chaloem Ratchamongkhon Line (Blue line) who use services provided during the coronavirus pandemic (COVID-19). The calculation method applied on study is Taro Yamane's formula. The research instrument is a set of tailor-made questionnaires. The statistical approaches used in this study are descriptive statistics which consists of percentage, mean, and standard deviation. The analysis for hypothesis testing is conducted by using ANOVA and Pearson's Correlation Coefficient test. The results of this study showed that the logistics activity factors have its overall mean at a high level. Considering each subcategory, it was found that the order processing has its mean at a highest level, then followed by the customer service, while the logistics communication has the lowest mean. The results of hypothesis testing showed that demographic factors (including occupation, monthly salary, and weekly expense) as well as factors on logistics activities (including customer service, order processing, and logistics communication) have an effect towards satisfaction of MRT commuters during the coronavirus pandemic (COVID-19) statistically significant at a level of 0.05