The effect of the service quality on passengers' satisfaction

Abstract

The objective of this research was to investigate the impacts of the perceived service quality on passengers' satisfaction towards the service quality of the Nakhon Phanom Municipality, Thailand - Thakhek, Lao People's Democratic Republic ferry. The sample group comprised Thai and Lao passengers who used the ferry's service. A questionnaire was used to collect data from 505 samples who were selected using the simple random sampling method. The collected data was analyzed using the confirmatory factor analysis (CFA), structural equation modelling (SEM), and partial least squares (PLS) regression with the ADANCO 2.1.1 software. The results showed that the perceived service quality consisted of tangible, reliability, responsiveness, assurance, and empathy, which had the same impact with the passengers' satisfaction towards the service quality. The most influential factors were the tangible and responsiveness. Therefore, entrepreneurs should prioritize the improvement and development of the ferry's tangible. Furthermore, the government sector or relevant agencies should promote the implementation of technology into the development in order to fulfill the passengers' demand and create an impression that would lead to satisfaction and repurchasing.