An Elderly Perspective on Service Quality of River-Crossing Service

This research aims to explore expectations, perceptions, and satisfactions of 200 elderly passengers on river-crossing ferry service in Bangkok in four service quality dimensions: facility, staff, port, and boat. Descriptive statistics, paired-samples t-test, Importance Performance Analysis (IPA), and Priority Non-Conformity Index (PNCI) were applied for data analysis. It was found that boat had the highest mean score, while facility had the lowest one. From gap analysis, staff was the most dissatisfied dimension, while the facility were the least dissatisfied one. From IPA, port and boat were strengths, while staff was a weakness. PNCI values was zero showing efficient resource allocation of ferry service to meet elderly passenger satisfaction.

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