Factors affecting Thai passenger satisfaction with boat services: A case study of electric passenger boat routes on the Chao Phraya River

Abstract

The objective of this study was to investigate factors influencing satisfaction of Thai passengers using electric passenger boat on the Chao Phraya River, by examining demographic factors such as gender, age, educational level, and occupation as well as travel behavior factors, including frequency of service usage and travel routes in relation to passenger satisfaction with service in 2024.   The population referred to the Thai passengers using electric passenger boat on the Chao Phraya River, totally 1234 people per day. A sample consisted of 330 Thai passengers, who voluntarily expressed their opinion via online questionnaire. This study was survey research utilizing an online questionnaire accessible via QR code, which had a validity coefficient of.93and a reliability coefficient of .82. Data were analyzed using descriptive statistics namely percentages, means, standard deviations and inferential statistics, including t-tests and analysis of variance (ANOVA). The results indicated that the overall satisfaction was at a very satisfied level, with the highest level of satisfaction being the comfort being inside the boat.The results of the study on factors influencing service satisfaction, categorized by demographic factors and travel behavior, were statistically different at the .05 level., excepting  age and education level factor, which showed no difference in any aspect. The recommendation from this study included reinforcing confidence in safety and improving service quality, conducting further study on foreign passengers and studying travel behavior factors in greater depth.