Public opinion levels regarding the quality of service and the decision-making process for choosing passenger boats in Nonthaburi Province

Abstract

The purposes of this study were:  1) to study the level of public opinion regarding the quality of passenger boat services in Nonthaburi Province and 2) to study the level of opinions regarding the decision-making process of people in Nonthaburi Province regarding the use of passenger boat services. The research is quantitative research at Nonthaburi Pier, Pakkret Pier, and Rama V Bridge Pier. The sample group consisted of 400 passengers on the Chao Phraya Express Boat in Nonthaburi Province. Analyze the data by calculating percentages, mean and standard deviation. The research findings revealed that respondents' opinions regarding the overall quality of service were at a high level (x̄= 3.85, S.D. = 0.85). And it was found that the assurance to customers had the highest average score (x̄= 4.09) followed by reliability (x̄= 3.99) empathy (x̄= 3.81) tangibility (x̄= 3.80) and responsiveness (x̄= 3.55) respectively. And research findings regarding the decision-making process of people in Nonthaburi province when choosing to use passenger boats. The research findings revealed that respondents' opinions regarding the overall quality of service were at a high level (x̄= 3.87, S.D. = 0.72). And it was found that problem recognition had the highest average score (x̄= 4.15) followed by evaluation of alternatives (x̄= 4.04) post-purchase behavior (x̄= 3.74) purchase decision (x̄= 3.71) and information searching (x̄= 3.70) respectively.