Service quality measurement model for urban railway operators in Thailand

Abstract

This research summarized and compared different performance measurement standards to measure service quality of railway operators at international level and in Thailand. Research reviewed performance measurement standards, and 9 standards were compared in terms of criteria, sub-criteria and KPIs. Various criteria, including availability, accessibility, information, time, customer care, comfort, security and environmental impact criteria were analyzed in 3 steps: 1.) Constant Comparative Method 2.) Selection of service quality measurement criteria by Delphi method, and 3.) A process of assigning weights to criteria and sub-criteria for service quality by AHP, respectively. The results of the part of constant comparison analysis showed that there were a total of 8 main criteria, 32 sub-criteria and a total of 284 KPIs to measure service quality of railway operators. The number of KPIs obtained from the results was more than KPI recommended by EN 13816 which is 193 KPIs. Based on the results of constant comparison analysis, the researcher created a questionnaire and conducted a survey with 19 experts from private, state enterprise and academic sectors. The consensus results obtained from the second round of Delphi technique included 8 criteria, 20 sub-criteria and 67 KPIs. 217 KPIs selected by some experts, didn’t pass the 4 selection conditions of the Delphi method. Based on the results of Delphi technique, the researcher selected 8 criteria and 32 sub-criteria for service quality measurement model to consider and analyze the priority.