Enhancing the Passenger Experience: Investigating Service Quality, Image, and Motivation Factors for Thailand�s Train Transport Sector

Abstract

This study analyzed factors influencing rail passenger satisfaction levels amongst 1,250 travelers on Thailand's State Railway System (SRT).Organizational image, service quality and staff motivation were proposed as key drivers based on previous evidence.Survey data was rigorously analyzed using structural equation modeling.Findings reveal service quality as the top contributor to satisfaction, highlighting areas for improvement like reliability and safety.The research affirms the interconnectivity between variables in shaping the passenger experience.While focused only on SRT, insights on catering services to meet expectations can inform regional transport policy and planning.As limitations, incorporating other Thai rail systems and tourism growth estimates could enrich the practical value.