Service quality factors influencing the decision to use Flash Express transportation service of customer in Nakhon Pathom Province

Abstract

The purpose of this research article aimed to 1) compare the decision to use Flash Express service of service users in Nakhon Pathom Province classified by personal factors. 2) study the service quality factors that influence the decision to use Flash Express service of service users in Nakhon Pathom Province. The sample used in this research were 280 users of Flash Express transport service in Nakhon Pathom Province, convenient random sampling. The data collection tool was a questionnaire created by the researcher. Data were analyzed by percentage, mean, standard deviation, t-test, one-way analysis of variance and stepwise multiple regression analysis. The results showed that A comparative analysis of the decision to use Flash Express transportation service of service users in Nakhon Pathom Province. Categorized by personal factors, it was found that different occupations made the decision to use different transportation services with statistical significance at the .05 level. Gender, age and income made the decision to use transportation services not different statistically significant at the .05 level. The analysis of service quality that influences the decision to use Flash Express transportation service of service users in Nakhon Pathom Province found that the service quality factors in responsive (X3) and assurance (X4) affected the positive for the decision to use the service with statistical significance. Therefore, entrepreneurs should develop a response to customers quickly, as well as having the intention to provide services with full knowledge and ability until customers are more convenient to use the service. and assurance (X4) had a statistically significant positive effect on the decision to use the service. Therefore, entrepreneurs should develop the skills, knowledge, and ability to provide service personnel with courtesy. demeanor and good manners in service which can build confidence for customers.