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Author: search.filters.author.Trimetsoontorn, JirasekSubject: search.filters.subject.Service quality

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    Examining the relationships between service quality, perceived value, customer satisfaction and purchase intentions: A marketing study of Bangkok's metropolitan rapid transit system, Thailand
    (2017-01-01)
    Chongsanguan, Prapat
    ;
    Trimetsoontorn, Jirasek
    ;
    Fongsuwan, Wanno
    Success of public transport service marketers is dependent on how they satisfy their customers by delivering value through quality services. To understand this phenomenon, this study aims to investigate the effect of relationships between service quality, customer satisfaction, perceived value and customer purchase intentions in Bangkok's metropolitan rapid transit (MRT) system. A convenience sampling technique was used to collect the data by distributing the questionnaires to the passengers at various MRT stations, out of which 400 passengers returned the questionnaires. Partial least squares method of structural equation modelling (PLS-SEM) was used to analyse the collected data, assess the model and test the hypotheses. All the hypotheses were proven, and the findings confirm that service quality significantly influences passengers' perceived value. Both perceived service quality and perceived value significantly influence customer satisfaction, and all of these significantly influence customers' purchase intentions.
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    Hierarchical model of service quality and its effect on consumers- perceived image, satisfaction and behavioural intentions: A study of Bangkok's mass rapid transit systems, Thailand
    (2016-01-01)
    Chongsanguan, Prapat
    ;
    Trimetsoontorn, Jirasek
    ;
    Fongsuwan, Wanno
    Success of public transport service providers is dependent on how they satisfy their customers by delivering quality services. In order to understand this phenomenon, this study aims to investigate the effect of relationships between service quality, customers' perceived image, satisfaction and behavioural intentions in Bangkok's mass rapid transport (MRT) system. A convenience sampling technique was used to select the sample by distributing the questionnaires to the passengers at various MRT stations, out of which 400 passengers returned the questionnaires. The partial least squares method of structural equation modelling was used to analyse the collected data, assess the model and test the hypotheses. All the hypotheses were proven and the findings confirm that perceived service quality influences customers' perceived image, satisfaction and behavioural intentions significantly. Research implications and future research opportunities are also discussed.
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    Structural equation modelling of service quality and corporate image that affect customer satisfaction in private nursing homes in the Bangkok Metropolitan Region
    (2015-01-01)
    Satsanguan, Lanchakorn
    ;
    Fongsuwan, Wanno
    ;
    Trimetsoontorn, Jirasek
    The reduction in the total fertility rate and the labour force age along with the rise in older persons' global share, caused increasing demand of older persons using long-term care. Nevertheless, some caregivers for older people in nursing homes had restrictions on their response to older persons' requirements and entrepreneurs could not adequately provide staffs for the demands of the elderly. This led to a decrease in customers' confidence in the service quality of nursing homes as the main problem of this study. This problem influenced both corporate image and customer satisfaction. The study researched and developed structural equation modelling of service quality and corporate image that affected customer satisfaction with private nursing homes in the Bangkok metropolitan region. Samples consisted of private nursing homes' service users who were 60 years old or above and their relatives for three months or more. The 219 samples were compiled from 20 private nursing homes in Bangkok, Nonthaburi and Bratum Thani provinces from April to October 2013. Exploratory factor analysis, confirmatory factor analysis and structural equation modelling were used for data analysis. The findings from data analysis indicated that there were significantly direct effects from service quality on customer satisfaction in private nursing homes. There was also a significant impact from service quality on corporate images of private nursing homes. However, there was no direct relationship found between the corporate images and customer satisfaction.