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

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dc.contributor.authorChongsanguan, Prapat
dc.contributor.authorTrimetsoontorn, Jirasek
dc.contributor.authorFongsuwan, Wanno
dc.date.accessioned2026-08-06T10:12:45Z
dc.date.available2026-08-06T10:12:45Z
dc.date.issued2016-01-01
dc.description.abstractSuccess 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.
dc.identifier.citationJournal for Global Business Advancement, 9(4), 331-356, 2016
dc.identifier.doi10.1504/JGBA.2016.079881
dc.identifier.issn1746966X
dc.identifier.other2-s2.0-84992695411
dc.identifier.urihttps://dspace.kmitl.ac.th/handle/123456789/6574
dc.sourceJournal for Global Business Advancement
dc.subjectBangkok MRT
dc.subjectBehavioural intentions
dc.subjectCustomer satisfaction
dc.subjectPerceived image
dc.subjectService quality
dc.titleHierarchical 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
dc.typeConference Paper

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