A COMPARATIVE STUDY OF BANGKOK SUBWAY'S EXPECTED AND PERCEIVED SERVICE QUALITY: A COMPARISON BETWEEN THAI AND NON-THAI CUSTOMERS

Abstract

This study examined Bangkok Subway 's expected and perceived service quality between Thai and non-Thai customersfrom either a European or North American country. Five dimensions ofservice quality including tangibles, reliability, responsiveness, assurance, and empathy as well as the demographic characteristics were analyzed. Data were collectedfrom 396 respondents in 9 train stations. The analyses found that overall expectation is higher than perception at a similar level for Thai and non-Thai respondents. The demographic characteristics showed that a significant difference existed, especially in age, education and income.