Service Quality Improvement of Shuttle Bus: Case Study Sapboon Transport and Service Company Limited
Article Sidebar
Main Article Content
Abstract
Safety and legal transit service management for employee and the encouragement to establish an efficient guideline for transit service management were considered the key functions in organization management of service provider. This study attempted to study the opinion of customers toward service quality of Sapboon Transport and Service Company Limited and provide a guideline to improve transit service management for Sapboon Transport and Service Company Limited. This qualitative study employed in-depth interviews with 20 employees dealing with hiring transit bus for the company. The subjects included 10 human resource staff, another 10 were procurement staff and 2 welfare staff. There were total amount 22 persons. The findings revealed that physical characteristics of the bus that needs to be hygiene according to the standard. The company had followed their contract on the number of buses. The availability of the shuttle was good service. The staff provided the service politely and carefully. It was safe during transportation and the bus condition was in high safety condition. Company can manage time management to pick-up employees.
Article Details
The articles published in the journals are the authors' opinions, not the opinion of the editorial team or administrative staff. The articles published is copyright of the Journal of Business Administration and Accounting, Khon Kaen University.
References
Chantruthai, P. (2015). A study of passenger mode choice behavior of urban public transport system: A case study of Nakhon Si Thammarat Municipality. Ladkrabang Engineering Journal, 32(2), 61-66. (In Thai)
Deb, S. & Ahmed, M.A. (2018). Determining the service quality of the city bus service based on users’ perceptions and expectations. Travel Behaviour and Society, 12, 1–10.
Department of Labour Protection and Welfare. (2016). Shuttle’s welfare for employee. Retrieved October 30, 2018, from: http://welfare.labour.go.th/2018/attachments/article/271/.pdf (In Thai)
Earsakul, S. (2014). The passengers' satisfaction for using van and bus: A case study Thai-Lao Friendship Bridge, Nong Khai Province. Veridian E-Journal (Humanities, Social Sciences and Arts), 7(1), 553-560. (In Thai)
Enoch, F.S.B., Hamidua, O. & Danielsb, S. (2018). SERVQUAL analysis of public bus transport services in Kumasi metropolis, Ghana: Core user perspectives. Case Studies on Transport Policy, 6, 25–31.
Gronroos, C. (1990). Marketing redefined. Management Decision, 28(8), 6-14.
Juan, de O. et al. (2013). Perceived service quality in bus transit service: A structural equation approach. Case Studies on Transport Policy, 6, 219-226.
Khongmanee, P. & Pongsuwan, W. (2020). Shuttle bus management by social media: A case study of factory workers in Hi Tech Industrial Estate (Ban Wa), Ayutthaya Province. Journal of Liberal Arts, Prince of Songkla University, 12(1), 287-303. (In Thai)
Kunasol, B. (2006). Analysis of factors affecting van transit operation and usage in Bangkok Metropolitan area. Bangkok: King Mongkuts University of Technology Thonburi. (In Thai)
Laoketkarn, C. et al. (2018). The service quality of welfare service for company bus affect the satisfaction of the company shuttle service: Case study of Sttc Co., Lltd. Journal of Logistics and Supply Chain College, 4(2), 4-18. (In Thai)
Mortona, C., Caulfieldb, B. & Anablec, J. (2016). Customer perceptions of quality of service in public transport: Evidence for bus transit in Scotland. Case Studies on Transport Policy, 4(3), 199-207.
Parasuraman, A., Berry, L.L. & Zeithaml, V.A. (1990). Delivering quality service: Balancing customer perceptions and expectations. New York: The Free Press.
Patsornchai Tour. (2018). Benefits of using the shuttle bus service from outsourcing agencies. Retrieved October 30, 2018, from: http://patsornchaibus.com/ (In Thai)
Tachsiwa, C. (2009). Service quality. Bangkok: Technology Promotion Association.