satisfactory factors influencing bts's consumers regarding...

- 2 -l,AN 2002

SATISFACTORY FACTORS INFLUENCING

BTS'S CONSUMERS REGARDING ITS SERVICES

)oPPADOL KRUTTONG

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A THESIS SUBMITTED IN PARTIAL FULFILLMENT

OF THE REQUIREMENTS FOR

THE DEGREE OF MASTER OF ARTS (ENVIROhIMENT)

FACULTY OF GRADUATE STUDIES

MAHIDOL UNIVERSITY

2001

rsBN 974-04-0848-6

COPYRIGHT OF MAHIDOL UNIYERSITY'tH

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Copyright by Mahidol UniversityCopyright by Mahidol University

Thesis

entited

SATISFACTORY FACTORS INFLTIENCING

BTS'S CONSTIMERS REGARDING ITS SERVICES

Atrf+/ t4,,t\Mr. Noppadol Kruttong

Candidate

6.t*rr,"- fu*rrl/*,'Aiai.Piof.Tti&;ai;hi[;snk1ili;M.4.

Major-advisor

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M.P.A.

Co-advisor

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Co-advisor

/"2r1 * .,u,yw x**,t\**:Prof.Liangchai Limlomwongse,Ph.D. Assoc.Prof.Thawatchai Arthornthurasook,

Dean M.P.A.

Faculty of Graduate Studies Chairman,Masterof Arts Programme in

Environment

Faculty of Social Sciences and Humanities


/

Thesis

entited

SATISFACTORY FACTORS INFLUENCING

BTS'S CONSUMERS REGARDING ITS SERVICES

was submitted to Faculty of Graduate Studies, Mahidol University

for the degree of Master of Arts (Environment)

on

October 26, 2001

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Chairman

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M.P.A.

Member

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Dean

Faculty of Graduate Studies

Mahidol University

Acting Dean

Faculty of Social Sciences and Humanities

Mahidol University


/

ACKNOWLEDGEMENT

As part of this success, the thesis will not be carried out without kindly help

and supports of Asst. Prof. Tassanee Indrasukhsri Chairman of Thesis Committee,

Assoc. Prof. Thawatchai Arthornthurasook and Asst. Prof. Prathum Sakomsatien

Member of the Committee. I would like to express my deepest regards and sincerest

gratitude to Mr. Rangsaridh Boonsin for the completion of this thesis.

I would like to express my appreciation to Professors lectures at the Faculty of

Social Science and Humanities, Mahidol University when enable me to conducting

this thesis and also thank to Ms. Nam-ooy Kamchetrn and officers for helping me

especially Mr. Ratanachai Imsamranruch, director of Dhara Consultants CO.LTD. and

Mr. Somchai Insuk, who supporting me to producing this thesis.

I thank all my friends Soi, Arun, Pee Sua Ying, Wan, Nong Apple, Nong Rut,

Pom, Gift, Kob, Noina, Aun, Pee Niwet, Pee Mouy and Nong Tukta for sharing a

spiritual journey towards the development of this thesis with me, for inspiring me to

do the best I can do and for motivating me to higher achievement.

Finally, I owe an enorrnous amount of all success in my life to my beloved

parents, my younger sister, and my younger brother for their sacrificed and morale

supports. This thesis is dedicated with deepest love and affection to them.

Noppadol Kruttong


Fac. of Grad. Studies, Mahidol Univ. Thesis / iv

4t37331SHEV/I4

KEY WORDS

MAJOR : ENVIRONMENT; M.A. (ENVIRONMENT)

SATISFACTORY/BTS'S CONSUMERS/SERVICES

NOPPADOL KRUTTONG : SATISFACTORY FACTORS INFLUENCING

BTS'S CONSUMERS REGARDING ITS SERVICES. JHESIS ADVISORS "

TASSANEE INDRASUKHSRI ; M.A., THAWATCHAI ARTHORNTHURASOOK ;

M.P.A., PRATHUM SACORNSATIEN ; M.P.A., 82 P. ISBN 974-04-0848-6

The aim of this reasearch was: to study the factors influencing BTS's

consumers regarding its services; to study the problems and suggestions related to

BTS's service. Questionnaire was the instrument used for data collection. SPSS

progftrm was used for statistical evaluation by percentage, meall, standard deviation

and One-Way Analysis of Variance (AIIOVA).

The findings indicated that age, education, occupation, the frequency of using

BTS's services and the knowledge of BTS affected significantly the satisfaction of

BTS's services ( x p < 0.001). In addition, the aims of trips and the access to BTS

information affected significantly the satisfaction of BTS's services ( at p < 0.01).

BTS's consumers were satisfied by BTS at a high level.

The findings showed that the sample suggested the solutions to BTS's service

problems. namely, a survey of the BTS's commuters need should be conducted for

better service improvement, the state agency should keep controlling and monitoring

the BTS services, the information of the lines intersecting at the important stations

should be published and technical mistakes should be solved properly.


Fac. of Grad" Studies, Mahidol Univ. Thesis / v

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CONTENTS

ACKNOWLEDGEMENT

ABSTRACT

LIST OF TABLES

LIST OF FIGURES

CHAPTER

I.

lll

iv

ix

Page

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4

4

5

6

6

7

II.

INTRODUCTION

1.1 Background

1.2 Objectives of the study

1.3 Scope of the study

1.4 Variables of the study

1.5 Definitions

1.6 ConceptualFramework

1.7 Level of measurement

1.8 Hypotheses

1.9 Benefits of the study

LITERATURE RE\IEW

2.1 The theories and concepts conceming satisfaction

2.2 The concepts of knowledge

2.3 The demand and supply of transportation

2.4 The approaches to solve traffrc problem

2.5 Elevated train as an altemative of transport option

2.6 The relevant researches

2.7 The variables related to this study

8

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l6

l7

l8

20

22


vtl

III.

CONTENTS (Cont.)

METHOD Ai\D MATERIALS

3.1 Population

3.2 Sample size and sampling

3.3 Instruments

3.4 Data Collection

3.5 Data Analysis

3.6 Statistics for data analysis

RESULTS

4.1 The socio-demq,gfaphic characteristics of

Page

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35

40

42

42

44

45

48

IV.

4.2

4.3

4.4

4.5

4.6

4.7

4.8

the respondents

The access to BTS information

The levels of the access to BTS information

The knowledge on BTS

The levels of the knowledge on BTS

The satisfaction of BTS' s seryices

The levels of the satisfaction of BTS 's seryices

The study on the correlation between the variables of

the satisfaction of BTS 's services and the individual

factors aralyzedby One-Way Analysis of variance

The correlation between the satisfaction of BTS 's

services and the psychological variables analyzed

by One-Way Analysis of Variance

4.10 The Problems and suggestions concerning BTS

49

4.9

53

54


vllt

CONTENTS (Cont.)

DISCUSSION

5.1 Objective 1:To studl,.tlre satisfactory factors

influencing BTS's consumers regarding its services

5.2 Objective 2:To study the satisfaction level of BTS 's

consumers regarding its services

5.3 Objective 3:To study the problems and suggestions

for BTS 's seryices

CONCLUSION

6.1 Conclusion

6.2 Recommendations of the study

6.3 Recommendations of further researches

Page

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u.

59

62

63

65

66

68

BIBLIOGRAPHY

APPEh[DIX

o Questionnaire

r Location and names ofthe BTS stations

BIOGRAPI{Y

69

74

8t

82


TABLE

I t.

t2.

LIST OF TABLES

Number and percentage of socio-demographic characteristics

ofthe respondents


The levels of the access to information

Number and percentage ofthe respondents replying the questions

of knowledge on BTS

The levels of the knowledge on BTS

Number and percentage of the satisfaction of BTS 's services

The levels of satisfaction of BTS 's seryices

the correlation between the satisfaction of BTS 's seryice

and the individual factors

The correlation between the satisfaction of BTS 's service and the

psychological variables

The suggestion conceming improving and increasing

the types of service

The problems of BTS 's services

The suggestions for the solutions to BTS 's service problems

Page

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43

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49

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56

57

58


LIST OF FIGIIRES

FIGt]RE

1. Shows the conelation between social-psychological and behavioral

response to physical environment

Page

t2


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environment) / I

Chapter IIntroduction

1.1 Background

Bangkok's rapid growth is attributed to urban development orientated towards

production and the fulfillment of consumers' needs. Without proper controls, this growth

has led urban management out of right direction. Consequently, there have been many

problems damaging dramatically national economic. In particular, traffic problem is a

hazardous crisis that government has'attempted to deal with because traffic jarn in

Bangkok caused the serious obstacles to many national economic oppornrnities with a

daily loss of 155 million Baht. (Manager, 1997) Additionatly, traffic problem has

produced harmful social consequences, such as, accident problem, mental health problem

and environmental problem etc. One main cause of problem stems from imbalance

between the number of vehicles and roadways. The number of automobiles in Bangkok

could grow from 2,112,518 in 1992 to 3,856,718 by 1998. Therefore, office of the

Commission for the Management of Road Traffic (OCMRT) predicted that the number ofnew automobiles in Bangkok would grow up to l2-l5o/o annually. (OCMRT, 1999)

Having conducted a survey of the number of road in Bangkok in 1998, Department ofPolicy and Planning, Bangkok Metropolitan Administration (BMA), reported that there

were all roads of 1,497 routes with the total length of 1,082.74 kilometers and

18,178,941.85 square kilometers of roadsides and roadways and that the road extension

for traffic was annually up to 1.5 %. It is a fact that the roadway has not been

continuously extended as much as the number of automobiles has been increased. As the

construction of a new road requiring much time and many costs, traffic volume carrying

capacity is not enable to satisfu transportation demand. With the imbalance between the

number of automobiles and roadways, a private car can reach an average speed about


Noppadol Kruttong Introduction / 2

14-15 kilometers an hour.(OCMRT, 1999) It is considered as serious traffic

Moreover, the average driving speed of buses are lower.

According to the ineffiiient public transport system and the insuffrcient service

provision, people have no better altemative for their trip. In present, the Bangkok Mass

Transit Authority (BMTA) can provide for public about 4,000 buses and 5,000 minibuses

and privately joint-service buses. (BMTA, l99S) This service can satisff insufficiently

peopie's demand of public transport in Bangkok. That's why car ownership continues to

rise steadily. The increased car ownership rate deteriorates much trafiic crises.

The past concept of solution to traffrc problem in Bangkok was always emphasized

on the construction of expressway systems, main roads, slip roads, and flyovers.

However, the more govemment has subsidized them, the less traffrc solution could be

carried out. Therefore, alternative strategies of solution to traffic crises, namely, the

approach to "transport people" in stead of to "keep smooth traffic flou/' are introduced.

The management of people-oriented transport system is to increase the efficiency of the

mass transit system along with the enforcement of supplementary regulations to decrease

the need of automobile ownership and to encourage people to use public transit services.

As a result, ffiilY mass transit system projects have applied this approach, such as, the

BTS's Project of Thanayong Company, a concessionaire, the Elevated Train of Ministry

of Transportation managed by Hopewell Company and Mass Rapid Transit Project ofMetropolitan Rapid Transit Authority (MRTA). Currently, BTS's Project is the first mass

transit project that has been opened to public. BMA granted a 30-year concession to

Bangkok Mass Transit System Co., Ltd. to manage this project with the objectives ofalleviating traffic difficulties in Bangkok and enhancing the efficient alternative for

people's trips.

BTS are the standard elevated train opened to public in general big cities. They are

driven by electric motors on dual-direction tracks. With computer control and high

safet5r, the elevated train can carry 50,000 passengers an hour and 600,000 passengers a

jam.


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environmen0 / 3

day @TSC, 1999). BTS provides its daily service from 6.00 a.m. to 12.00 p.m. The

economic and social benefits of the BTS's project are to save the travelling time and cost,

to ease traffic congestion, trips and transport, to generate more economic growth, to

improve people's life quality and to increase social development. However, fiafficproblem can be solved successflrlly with people's cooperation in using the services ofpublic mass transit systems in stead of privately owned cars. Therefore, the readiness for

service provision of Bangkok Mass Transit System Projects is important to encourage

people's willingness to use the effective public transit system. That's why the researcher

was interested in studying satisfactory factors influencing BTS's consumers regarding its

services. Findings can be used as basic data for the Bangkok Mass Transit System

Projects to develop the people's trip alternatives and applied to improve and support

services provision of BTS in order to encourage people to be served willingly by public

transit systems.

1.2 Objectives of the study

l. To study the satisfactory factors influencing BTS's consumers regarding its

services.

2. To study the satisfaction level of BTS's consumers regarding its services.

3. To study the problems and suggestions of BTS's services.

1.3 Scope of the study

This study aims to study the satisfaction of BTS's consumers regarding its services

in Bangkok.



1.4 Variables of the study

Independent variables include gender, age, education, the number of household

members, occupation, income, aims of trip, car ownership, distance, frequency of using

BTS's services, access to BTS information and knowledge on BTS.

Dependent variable is the satisfaction of BTS's services.

1.5 Definitions

"satisfaction" refers to the feeling of pleasure of BTS's consumers regarding its

services. The rating scale of the satisfaction was divided into 3 levels : very satisfied,

satisfied and Dissatisfied.

'.BTS" refers to the elevated train driven by electric motors on dual-direction tracks

as a public transportation mode of Bangkok Transit System Project managed by Bangkok

Mass Transit System Co., Ltd.

"BTSC" refers to Bangkok Transit System Company Limited.

"eonsumers" refers to people who used to consume BTS's services.

"aims of trip" refers to consumers' plans to travel by BTS.

"Income" refers to the money of BTS's con$rmers, house-hold eam monthly.

"distance" refers to the amount of space between BTS's consumers' domicile and

BTS station.


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environmen0 / 5

'oaccess to BTS information" refers to methods and frequency of receiving BTS

information.

"knowledge on BTS" refers to the comprehension of facts and information on BTS.

1.6 Conceptual Framework

Independent variables Dependent variables

The satisfaction of

BTS's services.->

The individual factors.

- gender r

- age

- education

- the number of household menbers.

occupation

income

aims of trip

car ownership

distance

frequency of using BTS's services

psychological factros

access to BTS information

knowledge on BTS

The



1.7 Level of measurement

1.7.1 Independent variables Measurement Level

gender nominal

age nominal, interval

education nominal

the number of household members nominal, interval

occupation nominal

income nominal, interval

aims of trips nominal

car ownership nominal

distance nominal

frequency ofusing nominal

access to BTS information nominal, interval

knowledge on BTS nominal, interval

1.7.2 Dependent variables

the satisfaction of BTS's setvices interval

1.8 Hypotheses

I

With respect to the study of researches and literature review, the hypotheses can be

posed as follows:

l. The satisfaction of BTS's consumers regarding its services is at high level.

2. The individual factors comprising gender, &ge, education, the number ofhousehold members, occupation, income. aims of trip, car ownership, distance and


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environment)/ 7

frequency of using BTS's services make difference to the satisfaction of BTS's consumers

regarding its services.

3. The psychological factors comprising the access to BTS information and the

knowledge on BTS make difference to the satisfaction of BTS's consumers regarding its

services.

1.9 Benefits of the study

1. To realize the level of satisfaction of BTS's consumers regarding its services.

2. To realize the factors of the satisfaction of BTS's consumers regarding its

services.

3. To realize the problems and suggestions of BTS's project.

4. To apply the findings as guidelines for improving and supporting services

provision of BT'S in order to encourage people to be served willingly by public mass

transit systems.

5. To apply the findings as guidelines for any organizations to improve the traffic

measurement and to relieve traffrc problem.


Noppadol Kruttong Literature Review / 8

Chapter IILiterature Review

The concepts, theories including the relevant researches obtained with respect to the

comprehensive literature review of satisfactory factors influencing BTS's consumers

regarding its services are introduced as follolvs:

2.1 The theories and concepts conceming satisfaction



2.4 T\e approaches to solve traffic problem

2.5 Elevated train as an altemative of transport option


2.7 T}lre variables related to this study

2.1 The theories and concepts concerning satisfaction

2.1.1 The definitions of satisfaction

Shelly Maynard W. (1975: 252-268) explained that a satisfaction theory is related to

the 2 aspects of human feeling : the positive and negative feeling. The positive feeling

will create happiness which is different from the other positive one, namely, according to

the feeling with feedback, more happiness and another positive feeling can be increased.

Therefore, happiness which is a complicated feeling, can affect people rather than the

other positive feeling.


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environment) / 9

Resource or stimulus can also generate satisfactory feeling. An analysis ofsatisfactory system is to study which resource or stimulus is required to make human

satisfied and happy. The most satisfaction is occurred when all required resources are

completely available.

According to Krech David and Crutchfield S.Richard (1962:77-84), satisfaction is

feeling generated after the fulfillment of need and achievement of goal at an expected

level.

Hillgard and Emest R. (1971:349) noted that satisfaction is human motive based on

basic needs. It is much related to outcome, motive and the avoidance of unwanted things.

"Satisfaction" according to Wallestein Harvey (as cited in Mana Inpitak, 1996.14)

refers to feeling happened after achievement of goal. On the other hand, it is the end state

in feeling after any objectives were accomplished.

Wolman Benjamin B. (1973:384) stated that satisfaction means feeling happened

after the achievement of goal, the frrlfilbnent of need or any motivation.

With respect to Direk Rerkray (1984:35), satisafction refers to human's positive

attitude on a matter which will become satisfaction later when taking actions.

Wimolsit Horayangkul (1990:74) noted that satisfaction is to value human feeling

related to view-point on environment. People value differently environments. They can

feel good/bad, satisfi ed/unsatisfi ed, interested/uninterested etc.

Based on the above review, all similar definitions can be concluded that satisfaction,

human feeling about something, is occurred after the fulfillment of need and the

achievement of goal at expected level. More or less feeling depends on the success ofsatisfied need and accomplished goals.


Noppadol Kruttong I-iterature Review / l0

2.1.2 Satisfactory Theories

Regarding the concepts and theorieS concerning satisfaction, they can be concluded

as follows:

Pleasure seeking theory (Sirisopak Burapadech, 1980:156-157) stating that people

are pleased to make something huppy and to avoid any obstacles and unhappiness,

includes 3 aspects of hedonism:

l. Psychological hedonism : By nature, man seeks happiness and avoids

unhappiness.

2. Egoistical hedonism : Man tries to seek his own happiness. But to seek happiness

may not be human nature.

3. Ethical hedonism : Man seeks'for happiness which beneficial to society as its

member and beneficiary.

The psychologists stated that motivated to perform any action, people will be

satisfied. Behavior is also motivated by emotion.

Hillgard (1971:304-305) explained that incentive which generates satisfaction is

positive, namely, the activities are the material conditions satisfuing the conditional need.

For example, food is satisfactory incentive to drives of hunger and water is satisfactory

incentive to drives of thirst. However, the positive incentives don't probably satisfr

physical need. This satisfaction possibly depends on personal reason, such as, some

people are pleased with sweet taste although it is not nutritious.

2.13 The concepts and theories conceming environmental satisfaction

"Environment" including things, conditions and influences of surrounding human is

one important factor for the determination of the way of life or the relation with human's


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environment)/ ll

qualitative existence. Environment is dynamic upon natural power and human actions.

The appearance or movement of environment can influence human nervous systems to

feel good or bad in his survival, such as, air for inspiring, water for drinking, voices for

hearing, and view for seeing.

Wilaicherd Thawisin (1979:64) pointed out that environment is divided into 2categories includes natural environment concerning physical and biological surrounding

and cultural environment concerning religion, culture, tradition, political condition,

science and technological progress.

Feeling, idea and satisfaction are generated by resource or stimuli. An analysis ofsatisfactory systems is to study which.resource or stimuli is required to make people

satisfied and happy. The most satisfaction is generated when man has completely all

required resources. However, in the world, the resources are scare. Therefore, the mclst

satisfaction is generated when the available resources are managed properly.

Newman (1977:182-198) explained about the satisfaction in physical environment

that the correlation between man and physical environment can be studied separately by

human response and reaction to physical environment.

Human reaction refers to biological or organism changes which can be simply

measured, such as, heart beating rate change, body temperature etc. For response, it means

perception, attitude and behavior which can be called social - psychological and

behavioral response. The following factors generate the response among physical

environment:

l. The character of environmentally responsive person

2. The conditions of physical envirorunent generating the responses

3. People's perception

4. The evaluation of people's environmental condition



5. The satisfaction among environment

6. People's behavior influenced by environment

The following figure shows the correlation between social - psychlological and

behavioral response to physical environment.

(s)satisfaction

Behavior Behavior

Figure I shows the correlation between social - psychological and behavioral response to

physical environment.

For the above figure, the first 2 factors are inputs (individual's character including

the demographic and socio-economic factors) and the last 4 ones are outputs. People's

perception depends on physical condition and their standards. The people's evaluation of

environmental condition, people's satisfaction among physical environment including

people's behavior are produced by people's perception. People's behavior can be

evaluated to know if they are satisfied by the physical environment.

II

(l)The character ofenvironmentallyresponsive person

(2)The conditions ofplrysicalenvironmentgenerating theresponses



2.1.4 The concepts concerning human motivation

Abraham Harold Maslow (1970:69-80) explained about human's 5 basic needs in

Maslow's General Theory of Human Motivation as follows:

1. Phychological needs are the basic and the most important needs for survival, such

as, food, clothing, dwelling, medicine, sexual need.

2. Safety or security needs are the needs for safety of life, progress and mind

warmth.

3. Social or belonging needs are the needs for the acceptable membership in society

and for friendship and affection from the colleagues.

4. Esteem needs are the needs for being appreciated and honored by society.

5. Self-realization or self-actualization is a need which is rare to seek

Ott Romney (as cited in Mana Inpitak, 1996:19) explained about the theory of human

needs that they were divided into 3 categories as follows:

1. Physical needs : sleeping, eating

2. Economic needs : working

3. Recreation needs: relaxing in a public park, playing sports

Krech and Crutchffield (1962:77) stated that when the need happens, people will set

some goals to be satisfied. The different needs of people depend on the following factors:

l. Cultural norms and values

2. Biological capacity

3. Personal experience

4. Physical and social environment



ln 1973, Katz and others (as cited in Mana Inpitak, 1996:20) studied and collected

the below elements as the determinants of people's mental and social needs:

l. Modes of need : more, less, enough

2. Connection : people's objectives for outside connection

- for receiving to information or knowledge

- for satisfaction and emotional experience

- for credit, confidence and status

- for relationship

3. Reference : the outsiders or outside factors people need to contact with

- self

- family

- friends

- society, government

- tradition and culture

- the world . ,

- the less important outside media

The rating scale of individual's need salience was divided into 4 levels : much

important, quite important, a little important and unimportant.

Currently, the importance of the study on correlation benveen physical environment

setting and its beneficiaries is generally acceptable to designers, sociologists or

beneficiaries. They expect that the comprehension of the corelation can be applied to

improve physical environment for more direct satisfaction. The measurement of attitude

on satisfaction tends to produce useful data for policy decision-makers in both

government and private sectors. Therefore, the researcher has conducted the satisfaction

of BTS's consumers in order to contribute the basic data to improve the management ofBTS's Project.


Fac. of Grad- Studies, Mahidol Univ. M.A. (Environment)/ 15


According to educational vocabulary, Carter V. Good defined knowledge as fact,

reality, rule and details which man gained and collected from his past experiences.

Wichit Wongyai (as cited in Mana Inpitak, 1996:21) noted that knowledge is fact,

rule and definition which the leamers can recall by seeing and hearing.

According to Lock, a factor affecting on knowledge (Prasat Itsarapreda, 1980:19) is a

touch that is the starting point of all knowledge. Mind is responsible to accumulate touch

to produce thought and more complicated thought. Lock believes that all knowledge is

obtained by inductive ways not by deductive ways, namely, man starts considering facts

from his experiences as some reasons but does not start setting some rules before finding

some fact. His notion is related to Hobl's notion stating that knowledge comes from

man's experiences and impression.

The measurement of knowledge (Chawal Parerattakul, 1975:201) which is tomeasure histories from the past experiences, can contribute to construct the following

questions for competence measurement:

l. questions about vocabularies and definitions

2. questions about rules and reality

3. questions about procedures in order to find if the respondents can remember the

procedures and programs of each stages of work without expecting that they can practice

all of them.

4. questions about schemes

5. questions about the events' priority and trend to find how they tend to be

respectively upgraded or degraded, what happened and how it proceeded.

6. question about classification



7. questions about rules or criteria for the proper investigation

8. questions about concept in order to find if the respondents can remember the

conclusion and principle of any subjects.

9. questions about theories and structures in order to find if the respondents can

recall and summary the relation of the subjects' theories and principles into board article

with the same term.

10. questions about the principle and its extension in order to find if the respondents

can obtain the important principles of any subjects.


With respect to Kari Moskowitz's assumption (Prapan Sawetanant, 1986:l16-117),

each people's selection of transportation modes depends on their own satisfactory level

and utility. The selection is probably a combination of transportation modes, such as,

making transfers between a train and a car etc. The decision of transit services users

depends on the two factors: the economic and personal factors. The economic factors are

money cost, wasted time etc. For the personal factors, some people can afford only

delayed tansit services with cheap cost while some want to pay more for each faster trip

for time saving. In economic term, time saving can be analyzed and evaluated the value of

time by two analytical categories including the types of passengers or their aims of trip

and the period of and the use of time saving.

Based on the types of passengers or their aims of trip, the trips can be classified into

business trip and leisure trip. The wasted time during trip is related to the shortened time

for working in the office. In case of the new airport project of Thailand, business trip was

valued as 100 percent of working hours in the office. The notion is considered that

working hours are as productive as travelling time for business. The value of working

hours is a passenger's annual sdary. Although travelling time for leisure is iul

unproductive time, it is still valuable. In case of the new airport project of Thailand, the


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environmett) I 17

analyst valued travelling time for leisure as 25 percent of the value of working hours

which was an average annual sdary of the passengers. (Icaiyuth Theratayanant,

1984:124)

The commuters' daily peak demand of transportation services is in the morning and

in the evening. The demand of transportation services on the other days is the trips to take

and delivery goods, to join social activities, to take a rest, to go shopping etc. The social

and recreation activities often take place on holidays or on weekends. Additionally,

another different demand is the demand of routes, namely, the need for traffic routes to

travel including frequency.

The supply of transportation services refers to car, truck, train, ship or the other

vehicles provided for satisff people's need for trips. On the other hand, it can be called

"transportation capacity" Traffic problem stems from more demand and less supply.

That's why the proper solution to trafiic problem is to maintain the balance between the

demand and supply. An alternative solution to traffrc problem in Bangkok is Mass Rapid

Transit System with expectation of increasing supply suitable to people's demand.

2.4 The approaches to solve traffic problem

OCMRT, as a national core organization to solve traffrc problem, takes charge of

management of road traffic and co-ordinate the nationwide traffic management based on

the following important approaches to solve the traffic problem:

l. Policy on the approach to "transport people" in stead of to "keep smooth traffic

flow" with emphasis on facilities to make their most and fastest trip.

2. Stress making only maximum use of street under the objective of traffrc.


Noppadol Kruttong Literature Review/ 18

3. Encourage the traffic congestion distributing and traffic controlling measurements

with the control of the use of privately owned cars and a rise in car ownership including

enforce the translation of measurement into practices.

4. Operate buses serving the other mass public transit systems, such as, boat and

elevated train-

5. Stength the effective trafftc plan, management and direction.

6. Enforce strictly traffic law and improve effectively law obligations and

regulations

7. Provide modern traffic surveillance equipment and technology.

8. Monitor and promote the approved projects carried out effectively as soon as

possible.

9. Solve traffic problem in urban areas, urban cores of growh in the region

including prevent the further traffic problem.

2.5 Elevated train as an alternative of transport option

2.5.1 The history of Electrical powered cable tram

ln 1999, Werner Fon Siemens (Pairash Yimwilai, 1999:41) invented a new tram

which was different from the general ones because of its 3 tram-lines. The third tram-line

was electrical for driving the tram. However, with the danger of tram-line with electricity

set in the road, it was transformed into electricity cable slung along the routes tram runs

on, so called "electrical powered cable tram". In Thailand, there were electrical trams

opened to public 50 years ago. Finally they were canceled because the other vehicles,

such as, cars, were more popular. There were also trams serving Bangkok-Paknam and

their services were later canceled.


Fac. of Grad- Studies, Mahidol Univ. M.A. (Environment)/ 19

2.5.2 BTS as an approach to alleviate the traflic problem in Bangkok

In Bangkok, a primary city with growing population, has confronted a serious

fransportation crisis. In the absence of an efficient and sufficient public tansport system

and parking, transportation demand is seldom satisfied, in particular, in business areas:

Sukhumwit and Silom. In fact, income levels of the commuters in the areas can make

them afford more expensive mode of travel for time saving. Therefore, government go

ahead with the policy to allow the private sector to run elevated train for solving tafficproblem. Then, Thanayong offered the most proper proposal and established later

Bangkok Transit System Company Limited (BTSC) according to the winner's term for

being granted a concession on February 13, 1992. Thanayoung signed a concession

contract with BMA on April 9, 1992 and issued its amendment on January 25, 1995 and

June28,1995

BMA granted a 3O-year concession to BTSC to construct and operate Bangkok

Transit System Project with 2 elevated train routes. The first route is Sukhumwit Line

starting from Sukhumwit 8l to Mochit Transport Station and the second one is Silom Line

starling from National Gymnasium to Taksin Bridge with totat lenglh of 23.5 kilometers.

BTS are the standard elevated trians opened to public in general big cities. They are

driven by electric motors on dual-direction tracks. With computer control and high

safety, a elevated train can carry 50,000 passengers an hour and 600,000 passengers a day.

BTS provides its daily service from 6.00 am. to 12.00 pm. The economic and social

benefits of the BTS's project are to save the travelling time and cost, to ease traffic

congestion, trips and transport, to generate more economic growth, to improve people's

life quality and to increase social development. However, traffic problem can be solved

successfully with people's cooperation in using the services of public mass transit systems

in stead of privatedly owned cars. Therefore, the readiness for service provision ofBangkok Mass Transit System Projects is important to encourage people's willingness to

use the effective public transit system.




Some researches on people's satisfaction and attitude regarding the services of state

s14ss flansit systems had been reviewed as below:

2.6.1 The sunvey of the satisfaction of passengers of The State Railway

of Thailand (SRT)

Policy and management Development Institute, Faculty of Political Science,

Chulalongkorn University, was hired to produce the evaluation report of Railway

Activities Development Plan in 1998 for SRT's submission to the Bureau of the budget.

Data were derived from the 2 sample groups: the passengers and the customers of

carrying tade services. Survey was used to evaluate the passengers and the customers'

satisfaction regarding SRT's services including many service aspects, such as, train

station, ticket, passenger car. restaurant car, authority performance" SRT's safety service

measurement, container car reservation, schedules of container car, goods transportation

and safety.

The passengers and customers satisfaction survey showed that the good level of

satisfaction included both ground and train officers' performance (71.60lo), offtcers'

proper uniform (78.6%), their responsibilities (75.9%), accurate tickets (77.6%),

comfortable ticket purchase (74.1%) and SRT police's safety services (47.4%) ac.

The services should be more effectively provided are the clean toilets at station

(37.5%), the adequate benches and ventilators (47.5Yo), the clean cars (78.3%), the clean

toilets in the cars (78.3%) and an adequate water supply (41.3%).


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environment)/21

The important factors influencing the passengers decision to be served by SRT's

services are respectively: safety during trip, cheaper ticket prices, comfortable sleeping

car, neighboring station availability and traffic jam avoidance.

The satisfaction of SRT's customers was at good level with the following reasons:

cheaper tansport fee, safety during transport and neighboring station availability.

Compared to the other modes of transportation, SRT transport services are more

satisffing because of its punctuality and sat-ety-

2.6.2 Thepublic suruey of the proposal for changing bus ser:vice system in Bangkok

Social Development Association, National Institute of Development Administration

and Social Technology Society, Social Technology Institute (Kurk) conducted the survey

of the proposal for changing bus service system in Bangkok in 1994. Data were collected

from 10,637 samples categorized into 5,748 bus passengers and 4,889 owned car users.

The findings found that 59%o of residents in Bangkok agreed with the above proposal.

35Yo were n6t sure about it and only 6Yo disagreed. For owned car users, 62Yo agreed,

330lo were not sure and SYo disagreed while 56% of bus passengers agreed, 38olo were not

sure and 6% disagreed respectively.

Most bus passengers and owned car users agreed with the proposal because they

wish traffrc problem could be solved. For the reason of owned car users, they wished

more comfortable bus services so that they could change their travel pattems to be served

by better bus services.

In the opinion of people in Bangkok, for effective and satisfactory bus services, their

3 aspects should be improved: bus facilities and service mind of the officers (29%),

punctuality (25%) and the adequate number of bus (21%). For service fee and modemity,

they were secondary improving requirement (9% and I l%o respectively)-



2.6.3 The factors affecting people's satisfaction on school buses provided by BMA.

Mana Inpitak (1996) had conducted a survey study on the factors affecting people's

satisfaction on school buses provided by BMA. The objective was to study satisfactory

level, satisfactory factors including the problems and suggestions. The 400 cases ofsample were surveyed to evaluate their satisf,action. The results showed that the people's

satisfaction on school buses provided by BMA is at low level.

The analysis showed that family income is the most significant factor affecting

people's satisfaction on school buses provided by BMA (at p < 0.01).

Age, occupation, knowledge on school buses, access to school buses information

made significant conelation with the satisfaction on school buses provided by BMA (at p

< 0.05).

Samples who were male, with graduate degree, self-employed, lived in core area

faced traffic experiences, had much knowledge on school buses, and made a lot of access

to school buses information were more satisfied rather than the other sample groups.

The problems of school buses management were many retarded regulations, and a

worthless investment with higher cost but less service users. Therefore, the samples

suggested the government should manage school buses services as a welfare provision

supervised by a specific organization.

2.7 The variables related to this study

Based on the above literature review regarding concepts, theories and the related

researches, satisfaction and attitude are very similar. Satisfaction can be attributed to

people's positive attitude (Direk Rerkray, 1984:35). In addition, Maier (1963:24) stated



that opinion is both of the attitude's attributes and the interpretation of fact which is also

influenced by people's attitude. The researches on attitude or opinion are unavoidable to

be related to the satisfactory researches. Therefore, some variables of the researches on

attitude or opinion are presented in this study.

2.7.1 Gender

Gender is a possible variable affecting the satisfaction of BTS's consumers regarding

its services, namely, gender implies the differences of character, body and socialization

between male and female which contribute to the different satisfaction.

Wilailuck Rattanapianthamma QpSala$ studied "the community residents'

satisfaction of city amelioration project" and found that male was satisfied significantly

by crQ amelioration project more than female was (at p < 0.05).

Therefore, gender is hypothesized to make difference to the satisfaction of BTS's

consumers regarding its services.

2.7.2 Age

According to Chaleaw Buripakdi (1931:101), the findings found that the younger

was more powerful than the older to consider the new trial.

Siri Siriwal (1989:133) had studied on "the satisfaction of the tourists and people in

Chainat Municipal about Chai Nat Bird Park" and found that the samples with l4-lgyears old were more satisfied by environmental management and Bird Park Maintenance

than the samples with more than 3l years old and with 20-30 years old were respectively.

Based on the statistic analysis, the samples with different age made significant difference

on the satisfaction of environmental management and Bird Park Maintenance (at p <0.001).


Noppadol Kruttong Literature Review i 24

piyawan Prakhunkongchai (1990:73-74) studied "the satisfaction of the outside

patients on the state hospital services" and found that the younger outside patients were

more satisfied by hospital services than the older ones were, namely, the younger

probably understood more hospital services system and were possibly more literate to get

more comfort. Based on the statistic analysis, the samples with different age made

significant difference on the satisfaction of the state hospital services (at p < 0.01).

Mana Inpitak (1996:10l) studied ooPeople's satisfaction on school buses services

provided by BMA" and found that age was related negatively to the satisfaction on school

buses services provided by BMA (at p < 0.05).

According to Huatzinger (1977;853), the findings showed that people with more than

35 years old made less respectively average trip.

Therefore, age is hypothesized to make difference to the satisfaction of BTS's


2.7.3 Education

Education is one of the important factors for development because it contributes to

bring about the people change, attitude, value, idea and believe. The highly educated are

ready to perceive and understand the problem and to cooperate in eflectively social

development.

With respect to Izraeli & Mccarthy (1985:l5 ), the findings showed that urban

residents' education was correlated negatively to resident's trip timing and distance (at p

< 0.05).

Kanda Thammapreecha (1983:87) had conducted the comparing study on o'factors

affecting the satisfaction on living in flat as aided residence between residents and non-


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environment') I 25

residents in slum areas" and found that the samples with different educational level made

significant difference on the satisfaction on living in flat as aided residence.

Wilailuck Rattanapiantharnma (1954,lM) studied'ottre community residents'

satisfaction of city amelioration project, study case: Si Nam Naumg Soi Communif" and

found that the family leaders with primary school diploma at higher Mathayom 4 level

and the lower educated leaders were satisfied differently by the project.

Therefore, education is hypothesized to make difference to the satisfaction of BTS's


2.7.4 The number of household members

The different number of household members possibly exerts the different level of

satisfaction of BTS's consumers regarding its services, namely, the household with many

members have more chances to travel for their activities affecting the use of BTS's

services

According to Huatzinger (1977:853), the findings showed that the households with

more than 3 members were related positively to their average trip rate.

Therefore, the number of household members is hypothesized to make difference to

the satisfaction of BTS's consumers regarding its services.

2.7.5 Occupation

Occupation is another factor which contributes to build the people personality,

believe, idea and value. According to Jersild (1978:575), the people with different

occupation have the different believe, idea and attitude influenced by environment since

most people are often interested in only beneficial environment to their own occupation.



Regarding the research of Sirisopak Burapadet (1980:44), the results showed that

according to the 4 ways of transport: 1) no transit 2) one transit 3) the 2 transits 4) more

than 2 transits, the civil seryants made their trips by l), 2),3) and 4) ways at 4l'2o/o,

28.4yo,26.4% and4.}Yorespectively. The private company employees made their trips by

l),2),3) and 4) ways at32.lo/o,23.5yo,3.05yo and ll.9Yo respectively. The students made

their trips by 1), 2), 3) and 4) ways at 44.8yo, 32.0yo, 19.6% arrd 3.6%o respectively.

Therefore, it showed that the different occupation made different behavior on trip.

Therefore, occupation is hypothesized to make diflerence to the satisfaction of BTS's


2.7.6 Income

Income implies career position and social status. The people who eam higher income

with high position and social status can afford more comfortable trips than lower income

receivers with lower position and social status.

Pantipa Chompradit (1987:abstract) studied ooTourists' opinion on Kao Yai National

Park facilities development plan" and found that the tourists eaming more than 8,000 Baht

had more positive opinion than the totrists earning not more than 2,000 Baht had.

Suri Simchaloern (1989:l8l) studied "People's opinion on Dusit Animal Park" and

found that the tourists with different income had significantly different opinion on Dusit

Animal Park (at p < 0.001).

Therefore, income is hypothesized to make difference to the satisfaction of BTS's



Fac. of Grad. Studies, Mahidol Univ. M.A. (Environment) 127

2.7.7 Ajms of trip

The service users with different aims of trip are probably to be satisfied at the

different level by BTS because the people who aim to work often require the fastest trip

while the fastest tip may not be required by the people who aim to travel, to go shopping,

to visit their relatives.

Boonanan Klaewawut (1990:72) studied "Socio-economic factors affecting residents

behavior on owned car use in Bangkapi District, Bangkok Metropolis" and found that the

owned car users with different aims of trip had the different opinion on traffic control

measurement.

Therefore, aims of trip are hypothesized to make difference to the satisfaction of

BTS's consumers regarding i*s serv'ices.

2.7.8 Car ownership

Car ownership is a factor affecting on the satisfaction of BTS's consumers regarding

its services, namely, car owners have more alternative and comfortable trips.

Boonanan Klaewawut (1990:72) studied "Socio-economic factors affecting residents

behavior on owned car use in Bangkapi District, Bangkok Metropolis" and found that the

owned cru users and people who had no ciu had the different opinion on trafftc control

measurement.

Therefore, car ownership is hypothesized to make difference to the satisfaction of

BTS's consumers regarding its services.



2.7.9 Distance

Distance from home to BTS station is a factor affecting on the satisfaction of BTS's

consumers regarding its services, namely, the people who live nearly to a station are more

comfortable to be served by BTS.


.. Chulalongkorn University (1998:104) conducted the survey study on the satisfaction of

train services users'and found that the reasons to use train services were cheaper fee,

goods safety and neighboring station availability.

Therefore, distance is hypothesized to make difference to the satisfaction of BTS's


2,7,10 Frequency of using BTS's Senices

Frequency of using BTS's services is a factor affecting on the satisfaction of BTS's

consumers regarding its services, namely, the people who have often travelled by BTS

more understand and properly are served by BTS's services system than the people who

have seldom travelled by BTS.


Chulalongkorn University (1998 : 97) conducted the survey study on the satisfaction of

train services users and found that the people who have often travelled by train more

postive satisfaction than the people who have seldom travelled by train.

Therefore, frequency of using BTS's services is hypothesized to make difference to

the satisfaction of BTS'S consumers reqarding its services.


Fac. of Grad. Snrdies, Mahidol Univ. M.A. (Environmentr l29

2.7.11 Access to BTS information

Human is social creature who need information, knowledge exchange, experience,

opinion and mutual understanding in order to contribute to make his decision (1980:3).

Based on the study on access to information from the Thesis of Songkarn

Poowanathai in 1990, "The opinion of the pottery industry and white cement industry

manufacturers on lighting wood cultivation", the fiudings showed that the information

receivers had significantly more positive opinion than the non-information receivers. Itcan be said that the proper activities information dissemination can produce the positive

opinion on activities to the receivers who will be satisfied later. According to perception

compliance theory (Pisamai Wiboonsawad, 1985:89), people seek the combination

between opinion and behavior. If people receive information compatible to their attitude,

they will be satisfied.

Therefore, access to BTS information is hypothesized to make difference to the

satisfaction of BTS's consumers regarding its services.

2.7.12 Knowledge on BTS

Somchai Kemchaloern (1988:abtract) studied "people's participation in forest

resource conservation, a study case: Tambon Sa Aeb, Song District, Prea Province" and

found that knowledge on forest resource conservation is an important factor affecting

people's participation in forest resource conservation. Based on the study, it can be

concluded that knowledge on activities could produce the positive attitude affecting

satisfactory behavior on activities cooperation.

Therefore, knowledge on BTS information is hypothesized to make difference to the

satisfaction of BTS's consumers regarding its services.


Noppadol Kruttong Method and Materials / 30

Chapter IIIMethod and Materials

This survey study investigated the satisfactory level and the satisfactory factors

influencing BTS's consumers regarding its services upon the following guidelines.

3.1 Population

The population is BTS's consumers from all BTS's stations.

3.2 Sample Size and Sampling

3.2.1 The Sample Size

The sample size of the 600,000 daily passengers as projected was computed by Taro

Yamane Formula:

n : N(l+Ne)N : population

n : sample size

e : sampling error at 0.05

n : llll""'.600'000x0'052)

Therefore, the sample size was definited to 400 passengers.


Fac. of Grad- Studies, Mahidol Univ. M.A. (Environment)/31

3.2.2 Sampling

The BTS elevated train consists of 2 routes: Sukhumwit route and Silom route with

23 stations including Moh Chit, Saphan Kwai, Aree, Sanam Pao, Victory Monument,

Rachathewi, Phyathai, Chidlom, Pleon Chit, Nan4 Asoke, Prompong, Thong Lor,

Ekamai, On-Nut, National Stadium, Rachadumri, Sala-deang, Chong Nonsee, Surasak,

Taksin Bridge, and Siam.

To produce the comprehensive sample, simple random sampling was used to select

the 5 representative stations to study from all 23 stations including Moh Chit, Victory

Monument Siam, Pleon Chit, and On-nut. The sample of 400 passengers was derived

from the 5 selected stations. In each station, using quota sampling technique, the 80

passengers were assigned to fill out the questionnaires.

3.3 Instruments

With respect to literature review, the comprehensive questionnaire was composed

under the 5 following parts:

Part I: The respondents' socio-demographic characteristics comprising gender, age,

education, the number of household members, occupation, income, aims of trip, car

ownership, distance and frequency of using BTS's services.

Part II: The access to BTS information concerning the sources, methods and

frequency of receiving BTS information. The rating scores of the frequency of the access

to BTS information are:

Everyday

Often (4-5 times a week)

4 scores

3 scores



Once in a while (once-twice a week) = 2 scores

Onceamonth : lscore

Never = 0 score

The rating scores of the levels of the access to BTS information are:

2 scores and lower : low level

3-4 scores : medium level

5 scores and higher : high level

Part III: The 12 items of positive and negative closed-ended questions concerning

knowledge on BTS information

Correct answer

Wrong answer

= 1 score

: 0 score

The rating scores of the level of knowledge on BTS inforrnation are:

8 scores and lower : low level

9-l I scores = medium level

12 scores and higher : high level

Part IV: The questions concerning the level of BTS satisfaction include 20 items

measuring the satisfactory levels: dissatisfied, satisfied and very satisfied as follows:

"verysatisfied" = 3scores

"satisfied" : 2 scores

'odissatisfied" : I score


Fac. of Grad. Studies, Mahidol Univ.

The rating scores of the satisfactory level are:

48 scores and lower (80% and lower) =

49-54 scores (81% -90%) :55 scores and higher (91% and higher) :

M.A. (Environment) / 33

low level

medium level

high level

Part V: The 3 items of opened-ended questions regarding the BTS's suggestions

The composed questionnaires were submitted to the thesis supervising committee.

After the committee approved the questionnaire's content validity, the pre-test was done

with the 40 BTS's commuters in Sala-deang Station and then the reliability test for the

part of knowledge on BTS was evaluated by Split Half Method of Spearman Brown's

Correction Factor Formula :

|n

1l2',1/ - -' 22

llt+ 1/ --' 22

reliability of the whole questionnaire

reliability of half of questionnaire

|nltrr;

For the part of the BTS satisfaction, data was evaluated by Cronbach's Formula:

c[^.2n --sl

(r-Dx(l-)l)

coefficient alpha

the number of items

cf,=

n:

i rsl5ryl,\ c,I /



Si2 : variance of a single item

St2 : variance of all items

The reliability test result of the part of knowledge on BTS was equal to 0.84 and the

one of BTS satisfaction was equal to 0.78. They were regarded as a reliable instrument to

be used to collect data.

3.4 Data Collection

In the process of data collection, the following provisions were required:

l. The duplication of the sufficient questionnaires.

2. The distribution of the questionnaires to the BTS's commuters at the definite

stations and went collecting data within August l-31,2000.

3.5 Data Analysis

After the completed questionnaires were collected, each one was coded and then

recorded the coded data on computer. Finally, these data were analyz-ed by SPSS

(Statistical Package for the Social Sciences) for Windows.

3.6 Statistics for data analysis

l. Percentage, meall, and standard deviation were used to describe the socio-

demographic characteristics of the respondents.

2- One-Way Analysis of Variance was used to analyze the correlation between the

independent variables (with nominal measurement) and the dependent variable (with

interval measurement).



CHAPTER IV

RBSULTS

The study on the satisfactory factors influencing BTS's consumers regarding its

services was analyzed based on a random survey of the 400 sarnples assigned to fill out

the questionnaires. Using percentage, mean and standard deviation, the finding were

presented as follows:

4.1 The socio-demographic characteristics of the respondents

4.2The access to BTS information '

4.3 The levels of the aocess to BTS information

4.4 The knowledge on BTS

4.5 The levels of the knowledge on BTS

4.6 The satisfaction of BTS's commuters

4.7 The levels of the satisfaction of BTS's commuters

4.8 The correlation between the variables of the satisfaction of BTS's commuters and

the individual factors analyzed by One Way Analysis of Variance.

4.9 The correlation between the variables of the satisfaction of BTS's commuters and

the psychological variables analyzed by One Way Analysis of Variance.

4.10 The Problems and suggestions concerning BTS's services.

4.1 The socio-demographic characteristics of the respondents

Table I shows the following socio-demographic characteristics of the respondents in

percentage and number detailed as below:


Noppadol Kruttong Results / 36

Gender

The number of male and female are nearly similar, namely, most of the respondents

at 51.00% were female and the remains of 49.}}%were male.

Age

The ma:<imum age of the respondents was 53 years old. The minimum age was 16

years old and the average age was 37 years old. As categorized, the ages of most

respondents at28.75% fell between 35 years old and lower, 25.50% between ages 4145years old, 24.75% between ages 3640 ye,us old and 2l.OO% between ages 46 years old

and higher respectively.

Education

Most respondents at 4l.25Yo held graduate degree and higher, 27.5}yo held high

school diploma or vocational certificate, 22.75Yo held college graduate degree or high

vocational certificate and 8.50% held junior high school diploma respectively.

Occupation

The respondents of 30.00% were employees/private company officers, 24.50o/o werc

civiVstate enterprise officers, 23.75% were self-employed and 2l.75Yo were housewives

and students respectively.

fncome

Most respondents at 29.0A% earned between 40,000 Baht and lower, 26.50% eamed

between 60,001-80,000 Baht, 23.75% earned between 40,001-60,000 Baht and,20.75%

earned'more than 80,000 Baht respectively. The average income was 59,700 Baht.



The number of household members

Most respondents at35.25%o had lived together with 5 household members, ZS.5O%

with 4 members, 14.25% with 6 members, 13.25% with 3 members and I1.75% with 7members respectively.

Car ownership

Most at 52.75% had no can and the remains of 47.25%had their own cars.

The aims of trip

Most at 36.25% aimed to travel for working/business, 33.50% for shopping and

30.25% for the activities of recreation, sport and entertainment.

Distance

Most at 38-75Yo were far from any of the BTS's stations about 4-6 km, 37.75%

about 7-10 km and 23.50% about l-3 km respectively.

The frequency of using BTSrs services

Most at 25.75% often transported by BTS 4-5 times a week, 25.25% did less than

once a month, 24.75% seldom did (once-twice a week) and 24.25% did once a monlh

respectively.



Table 1 Number and percentage of the socio-demographic characteristics of the

respondents

N : 400 cases

Socio-demographic characteristics Percentage Number

Gender

Male

Female

Age

16.00

49.00

5l.00

28.75

24.75

25.50

21.00

8.50

27.50

22.75

41.25

21.75

24.50

30.00

23.75

r96

204

ll599

102

84

34

110

9t

165

87

98

120

95

35 years old and lower

36 - 40 years old

41 - 45 years old

46 years old and higher

T : 37.13 S.D. :9.96 Max : 53.00 Min =

Education

Junior high school diploma

High school diploma or vocational diploma

Collage graduate degree

Graduate Degree and higher

Occupation

Housewives/students

State/state enterprise offi cers

Employees/private company offi cers

Self-employed



N : 400 cases


Income

40,000 and lower

40,001 - 60,000 Baht

60,001 - 80,000 Baht

80,001 and higher

7 = 59,7A0.00 S.D. :23,230.00

29.00

23.75

26.50

20.75

Max : 100,000.00 Min : 20,000.00

13.25

25.50

35.25

14.25

11.75

47.25

52.75

36.25

33.50

30.25

116

95

106

83

53

102

t4t57

47

189

2tt


3 members

4 members

5 members

6 members

7 members

Car ownership

Yes

No

The aims of trip

For working/business

For shopping

For recreation/ sport/ entertainment

t4s

t34

t2t



N : 400 cases


Distance

l-3 km

4-6 km

7-10 km

The frequency of using BTS's services

Often (4-5 times /week)

Seldom (once-trurice/week)

Once a month

Less than once a month

23.50

38.75

37.7s

25.75

24.75

24.25

25.25

94

155

151

103

99

97

l0l

4.2 The access to BTS information

The questionnaire conceming the access to BTS information includes Part I: the

ways to get BTS information and Part II: the frequency of getting BTS information. The

whole scores were computed to be divided into 3 groups ofthe levels of the access to BTS

information: high level, medium level and low level. Then, the correlation between the

access to BTS information and the satisfaction of BTS was analyzed as mentioned in item

4.3.

With reference to the access to BTS information through the media, the findings

(table 2) showed that most respondents at 51.50% received BTS information through the

newspapers,2l.z1yo received it through TV,19.25yo received it through radio and 8.00%

received it through the magazines respectively.


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environment) l4l

For receiving BTS information through personal communications, Most respondents

at87.00Yo were informed by the state authorities or BTS offrcers, 750% were informed

by their friends and 5.50% were informed by their relatives respectively.

The additional media required to publish BTS information were the newspapers, TV

and radio by the respondents at 56.25Yo,23.00yo and20.75% respectively.

Table 2 The access to BTS information

N:400 cases

The access to BTS information Percentage Number

Mass media

Newspapers

Radio

Television

Magazines

Personal communications

Authority/B T S of Frc ers

Friends

Relatives

The required additional sources of information publication

Newspapers

Radio

Television

51.50

19.25

21.25

8.00

87.00

5.50

7.50

56.25

20.75

23.00

206

77

85

32

348

22

30

225

83

92



4.3 The levels of the access to BTS information

For the analysis of the levels of the access to BTS information, the scores of the

frequency of receiving BTS information were divided by mean, standard deviation and

accumulated percent into 3 groups: high scores, medium scores and low scores as high

level, medium level and low level respectively. The findings (table 3) showed that most

respondents at 54.50o/o got BTS information at medium level, 24.25% got it at high level

and2l.25% at low level respectively.

Table 3 The levels of the access to BTS information

The levels of the access to BTS information Percentage Number

Low level (2 scores and lower) 21.25 85

Medium level (34 scores)

High level (5 scores and higher)

Total

V:3.64 S.D. : 1.22 Max = 6.00 Min : 2.00

s4.s0 218

24.25 97

100.00 400

4.4 The knowledge on BTS

The questionnaires concerning the part of knowledge on BTS including 4 alternative

choices: a,b,c and d were evaluated as the following results (Table 4).

Item l. Where is the Central Station where the Sukhumwit Route and Silom Route

meet? (Siam Station) 98.75% of respondents replied right and 1.25% replied wrong.

Item 2. Where is the BTS depot? (Moh Chit) 81.00% replied right and 19.00%

replied wrong.


Fac. of Grad- Studies, Mahidol Univ. M.A. (Environment) i 43

Item 3. Where is the BTS control cente? (Moh Cbtr) 77.75% replied right and

22.25% replied !!rong.

Item 4. Where was the BTS elevated tain designed and manufactured? (Germany)

64.75% replied right and 35.25% replied wrong.

Item 5. How many distances of BTS routes are opened to public? (23.5 kms) 70.25%

replied right and 29.75% replied wrong.

Item 6. What time does the first elevated train run each day? (6.00 am) 96.50%

replied right and 3.50o/o replied wrong.

Item 7. What time does the last elevated train run each day? (12.00pm.) 97.25%

replied right and 2.75% replied wrong.

Item 8. How many BTS stations ure there? (24 stations) 77.00% replied right and

23.00% replied wrong.

Item 9. Which is the average speed does the elevated train reach? (80 km/hour)


Item 10. How many concession years does the BTSC have to build and operate the

two routes? (30 years) 66.75% replied right and 33.25yo replied wrong.

Item ll. Where does the Sukhumwit Route run from and to? (Moh Chit-On-Nut)


Item 12. Where does the Silom Route run from and to? (National Stadium - Taksin

Bridge) 97.00% replied right and 3.00% replied wrong.

Table 4 Number and Percentage of the respondents replying the questions of

knowledge on BTS

N = 400 case.

Knowledge on BTS Right answer Wrong answer

Percentage Number Percentage Number

l. Where is the Central Station rvhere the Sukhumrvit 98.75 395 1.25 5

Route and Silom Route meet? (c. Siam Station)

2. Where is the BTS depot? (a- Moh Chit) 81.00 324 19.00 76



N = 400 case.

Knowledge on BTS Right answer Wrong answer

Percentage Number Percentage Number

3. Where is the BTS control centre? (a" Moh Chit)

4. Where was the BTS elevated train designed

and manufactured? (d. Germany)

5. How many distances ofBTS routes are opened

to public? (d. 23.5 kms)

6. What time does the first elevated train run each day?

(c. 6.@ am)

7. What time does the last elevated train run each day?

(d.12.00pm.)

8. How many BTS stations are there? (a. 24 stations)

9. rvhich is the average speed does the elevated train reach?

(d. 80 km/hour)

10. How many concession years does the BTSC

have to build and operate the trvo routes? (d. 30 1'ean)

I l. Where does the Sukhumwit Route run from and to?

(a. N,tohchit-On-Nut)

12. Where does the Silom Route run from and to?

(c. National Stadium - Taksin Bridge)

77.t5

64.7s

70.25

96.50

97.25

77.00

66.50

66.75

96.25

97.00

3ll259

281

386

389

308

266

267

385

388

22.25

35.25

29.7s

3.50

2.75

23.00

33.50

33.25

3.75

3.00

89

r4l

ll9

l4

ll

92

t34

133

l5

12

4.5 The levels of the knowledge on BTS

For the analysis of the levels of the knowledge on BTS, all scores were divided by

mean, standard deviation and accumulated percent into 3 groups: high scores, medium

scores and low scores as high level, medium level and low level respectively. The

findings (table 5) showed that most respondents at 61.50% got BTS knowledge at medium

level,20.00Yo got it at high level and 18.50% got it at low level respectively. The average

score was 10-04.



Table 5 The levels of the knowledge on BTS

M.A. (Environment) / 45

The levels of the knowledge on BTS Percentage Number

Low level (8 scores and lower)

Medium level (9-l I scores)

High level (12 scores)

Total

-X: 10.04 S.D. : 1.38 Max = 12.00 Min: 8.00

18.50 74

61.50 246

20.00 80

100.00 400

4.6 The satisfaction of BTS's services

The questions for this part including 3 alternative choices: 'tery satisfied",

"satisfied" and "dissatisfied" including the 3 parts of satisfaction (Table 6) :

The satisfaction of the rapidity and punctuality

Item l: "The BTS elevated train is a rapid way of getting about" 83.25% of

respondents were very satisfied and 16.75% were satisfied.

Item 2: "The punctuality of BTS elevated tain" 90.00% were very satisfied and

10.00% were satisfied.

Item 3: "The appropriate of service times from 6.00 am - 12.00 pm" 78.50Yo were

very satisfied and 2150% were satisfied.

Item 4: "The comfortable of ticketing system" 75.75% were very satisfied and

24.25% were satisfied.

The satisfaction of BTS's fares

Item l: "The minimum fare of l0 Baht" 5l.80% were satisfied and 48.25%owere

very satisfied.

Item 2: "The maximum fare of 40 Baht" 45.75% were satisfied, 31.00% were very

satisfi ed and, 23 .25%o dissatisfi ed.


Noppadol Kruttong Resuls / 46

Item 3: "The appropriate distance-based elevated train fares" 45.50Yo were very

satisfied, 34.50%were satisfied and 20.0% were dissatisfied.

Item 4: "The satisfaction of paying BTS's fares to save the journey time" 5l.00%

were satisfied and 49.00% were very satisfied.

The satisfaction of BTS's lines and its station locations

Item l: "The BTS's lines" 50.00% were very satisfied, 46.00% were satisfied and

4.00% were dissatisfi ed.

Item 2: "The locations of BTS's stations among core areas" 47.00yo were very

satisfied, 47.00% were satisfied and 6.00% were dissatisfied.

Item 3: "The appropriate distance between each stations" 53.75yo were very satisfied

and 46.25% were satisfied.

Item 4: "It is comfortable to take buses and ta:ris running to and from any of the

BTS's stations" 63.25% were satisfied and 36.75% were very satisfied.

The satisfaction of security

Item l: o'The security system inside the elevated train cars" 86.757o were very

satisfied, 13.25%were satisfied.

Item 2: "The security system inside the BTS's stations" 88.75% were very satisfied

and 11.25% were satisfied.

Item 3: "The safety of BTS's driving" 87.25% were very satisfied and l2.75Yo were

satisfied.

Item 4: "The security guards are available along the routes" 87.25%0 were very

satisfied and 12.75%o were satisfied.


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environment\ 147

The satisfaction of the comfort and the facilities

Item l: "The inside comfort elevated train" 87.00% were very satisfied and 13.00%were satisfied.

Item 2: 'oThe comfort and the facilities inside the BTS's stations: public telephonebooths, ATM booths, commercial shops" 81.75% were very satisfied and 1g.25% weresatisfied.

Item 3: "The comfortable access to and exit down from the BTS's stations via stairsand escalators" 59.50o/o werc satisfied, 28.00% were very satisfied and 12.50% weredissatisfied.

Item 4: The facilitation for the disabled, such as, elevators or escalators,, 4g.OO%

were satisfied,35.50Yo were very satisfied and 17.}}yowere dissatisfied.

Table 6 : Number and percentage of the satisfaction of BTSrs services.

(N = 400 case.)

The satisfaction of BTS's Senices \ery satislied"

Yo No.

"satisfied"

% No.

'dissatisfied'

Yo No.

rapidity and punctuality

l. The BTS elevated train is a rapid rvay ofgetting about

2. The punctuality of BTS elevated train

3. The appropriate of service times tiom

6.00 am - 12.00 pm

4. The comfortable of ticketing s),stem


l. The minimum fare of l0 Baht

2. The maximum fare oflt0 Baht

3. The appropriate distance-based elevated train fares

4. The satisfaction of paying BTS's fares

To save thejoumeytime

83.25

90.00

78.50

75.75

48.25

3 1.00

45.50

49.00

333

360

314

303

t93

124

182

t96

t6.75

r0.00

21.50

24.25

5r.75

4s.75

34.50

51.00

40

86

67

97

207 0

183 23.25

r38 20.00

204 0

0

93

80

0



(N:400 case.)The satisfaction of BTS,s Services "very satisfied" "satislied,

% No. % No.

*dissatisfied"

'/o No.

12.50

t7.00

l. The BTS's lines

2. The locations of BTS's stations among cor€ areas

3. The appropriate distance between each stations

4. It is comfortable to take buses and taxis running

to and liom any of the BTS's stations

The satisfaction of security

l. The security system inside the elevated train

2. The security system inside the BTS's stations

3. The safety of BTS's driving

4. The security guards are available along the routes

The satisfaction of the comfort and the facilities

L The inside comfort elevated train

2. The comfort and the facilities within

the BTS's stations: public rclephone

Booths, ATM Commercial shops

3. The comfortable access to and exit down from

the BTS's stations via stairs and escalators

4. The facilitation for the disabled, such as,

elevators or escalators

0

0

0

0

0

0

0

0

4.7 The levels of the satisfaction of BTSrs serrices

For the analysis of the levels of the satisfaction of BTS's services, all scores were

divided by mean, standard deviation and accumulated percent into 3 groups: high scores,

medium scores and low scores as high level, medium level and low level respectively.

The findings (table 7) showed that most respondents at 50.00% got the satisfaction ofBTS's services at high level, 26.75% got it at medium level and 23.25% got it at low level

respectively.

50.00 200 46.00 184 4.00 16

47.00 188 47.00 188 6.00 24

53.75 215 46.25 185 0 0

36.75 147 63.25 253 0 0

86.75

88.7s

87.25

87.25

87.00

8 r.75

28.00

35.00

347

355

349

349

348

327

t3.25

r 1.25

t2.75

t2.75

r3.00

18.25

59.50

48.00

53

45

5t

5l

52

73

50

68

tt2

140 192



Table 7 The levels of the satisfaction of BTSrs seryices

M.A. (Environment)/49

The levels of the satisfaction of BTS's serices Percentage Number

Low

Medium level

High level

scores

(49-54 scores)

(55 scores and higher)

Total

.25

26.75

50.00

100.0

93

t07

200

400

V= 52.99 S.D.:7.59 Max:60.00 Min:34.00

4.8 The study on the correlation between the variables of the

satisfaction of BTSns services. and the individual factors

analyzed by One-Way Analysis of Variance.

Table 8 shows the following findings:

Gender

Female comrnuters were more satisfied by BTS than male commuters were. Based

on statistical test, there was insignificant difference.

Age

The respondents with ages between 4l-45 years old were more satisfied by BTS thanthose who aged 3640 years old, 46 years old and higher and 35 years old and lorver wererespectively. Based on statistical test, there was significant difference (atp <0.001).



Education

The respondents holding bachelor degree of higher were more satisfied by BTS than

vocational certificate holders, high school certificate holders and junior high school

holders were respectively. Based on statistical test, there was significant difference (at p <0.001).

Occupation

The state/state enterprise officers were more satisfied by BTS than employees/private

company offtcers, and housewives/students were respectively. Based on statistical test,

there was significant difference (atp <0.001).

Income

The respondents earning 60,000 - 80,000 Batrt a month were more satisfied by BTS

than those who eaming 80,000 and higher, 40,000 - 60,000 Baht and 40,000 and lowerwere respectively. Based on statistical test. there was insignificant difference.


The respondents living with 6 household members were more satisfied by BTS than

those who living with 5, 4,7, and 3 household members were respectively. Based on

statistical test, there was insignificant difference.

Car ownership

The respondents owning their cars were more satisfied by BTS than those who had

no ciu were. Based on statistical test, there was insignificant difference.

The aims of trip

The respondents aiming to travel for working or business were more satisfied byBTS than those who aimed for the activities of recreation, entertainment, sports or

shopping were respectively. Based on statistical test, there was significant difference (atp< 0.01).


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environment)/51

Distance

The respondents living far about 7-10 km from any of the BTS's stations were moresatisfied by BTS than those who had lived far about 4-6 km and 1-3 km were respectively.

Based on statistical test, there was insignificant difference.

The frequency of using BTSrs services

Having often traveled by BTS, the respondents were more satisfied by BTS thanthose who did once-twice a week, less than once a moth and once a month wererespectively. Based on statistical test, there was significant difference (atp <0.001).

Table 8 The correlation between the satisfaction of BTSrs services and theindividual factors (One-way Analysis qf variance)

N:400 cases

Individual factors

Male

Female

Age

35 years old and lower

36 - 40 years old

4l - 45 years old

46 years old and higher

Education

Junior high school diploma

High school diploma or vocational diploma

Sig of F'

st.74

52.01

45.84

52.60

58.97

50.68

34.82

46.09

7.99

8.04

196

204

7.71

9.10

2.74

2.25

0.87

4.66

.0000**

ll599

102

84

.0000**

34

110


Noppadol KruttongResults / 52

N = 400 cases

Individual factors x S.D. N Sig of F

Collage degree

Graduate Degree and higher

Occupation

Housewives/students

state/state enterprise offrcers

Employees/private company officers

self-employed

Income

40,000 and lower

40,001 - 60,000 Baht

60,001 - 80,000 Baht

80,001 and higher


3 members

4 members

5 members

6 members

7 members

Car ownership

Yes

No

55.49

57.2s

40.15

59.52

51.89

54.82

51.48

5r.78

52.28

52.02

51.47

51.83

51.88

52.70

51.40

52.1s

51.64

4.33

3.47

0.38

5.70

4.55

3.96

8.20

8.03

7.61

8.31

91

158

lr6

95

106

83

53

ta2

t4t57

47

.0000**

87

98

t20

95

.898r

8.32

8.18

8.00

7.85

7.73

.9243

.5230

8.03

8.00

189

2tt



N = 400 cases

Individual factors X S.D. N Sig of F

.0004*For working/business

For shopping

For recreation/ sport/ entertainment

Distance

l-3 km

4-6 km

7-10 km

The frequency of using BTS's services

Often (4-5 times /week)

Seldom (once-twice/week)

Once a month

Less than once a month

53.66 5.48 145

49.89 l1.l I 134

sl.9s 5.66 t2t

51.28

51.60

s2.54

55.56

53.94

48.21

49.63

8.56

8.12

7.st

.4204

.0000**

94

155

lsl

s.a2

6.27

8.81

8.99

103

99

97

101

**p<0.001, *p<0.01

4.9 The correlation between the satisfaction of BTSrs senvices

and the psychological variables analyzed by One-Way

Analysis of Variance

The sample with knowledge on BTS at high level were more satisfied by BTS thanthose who gained knowledge at medium level and low level were respectively. Based onstatistical test, there was significantly positive correlation between knowledge on BTS andthe satisfaction of BTS's seryices (at p < 0.001).



For the access to BTS information, the sample getting BTS information at high levelwere more satisfied by BTS than those who got it at medium level and low level wererespectively. Based on statistical test, there rvas significantly positive correlation between

the access to BTS information and the satisfaction of BTS's services (atp <0.01).

Table 9 The correlation between the satisfaction of BTSrs services and thepsychological variables (One-Way Analysis of variance)

Factors x Sig of F

The knowledge on

Low

Medium

High

The levels of the access to BTS information

Low

Medium

Hich

.0067*

S.D.

43.31

54.02

58.6s

50.75

s 1.34

54.07

6.8s

3.70

5.78

6.79

7.71

2.23

74

246

80

85

218

97

*xp<0.(X)1, *p<0.01

4.10 The Problems and suggestions concerning BTS

4.10.1 The suggestions concenning improving and increasing the types of services

Table 10 shows the suggestions concemirrg improving and increasing the types ofservices as below:

The rapidity and punctuality

Tlte 42.00% of BTS's services users suggested improving and increasing the types ofservices especially the rapidity and punctuality, namely,24.0AYo suggested the number of



elevated train should be increased to service in the peak hours. The samples at lg.oa%suggested that the elevated tain should rm24hours and 58.00 oZ suggested nothing,

BTS's fares

T\e 70.50% samples suggested adjusting the fares i.e. 46.50 oZ suggested that thecurrent fares should be reduced. 13.75% suggested the half of the current fares forstudents. 1025% suggested only one lower rate of fare for the whole routes and.29.50%

suggested nothing.

The routes and the station locations

The 32.00% of samples suggested that the routes should be extended to out bound.

20.25o/o suggested the connection of BTS with the subway project in the future. 47.75%had no suggestion.

Security

T\e 7.00% of samples suggested increasing the number of security guards at allstations at night. 6.25% suggested that the authorities should be ready to prevent any fireaccident. 86.75% had no suggestion.

The comfort and facilitation

The 38.00% of samples suggested the public toilets at all stations. 16.00% suggested

that there should be BTS buses running from out bound to any of the BTS's stations.

14.50% suggested more car parking near the stations. 8.75% wanted elevators at allstations. 6.00% suggested news and music broadcasting inside the elevated train and

stations. 16.75% had no suggestion.



Table 10 The suggestions concerning improving and increasing the types of senices

N = 400 cases

Suggestions Percentage Number

- to increase the number of elevated train to service

In the peak hours. -,'

- to extend journey time to 24 hours

No suggestion

2. BTS's fares

- to reduce the current fares

- to provide the halffares for students

- to set up the only one lower rate of fare for

The whole routes

No suggestion

3. The routes and the station locations

- to extend the routes to out bound

- to connect with the subway in the future

No suggestion

4. Security

- to increase the number of security guards

At all stations at night

- to be ready to prevent fire accident at all stations

No suggestion

5. The comfort and the facilitation

- to provide the public toilets at all stations

- to provide BTS buses running from out bound

to any of the BTS's stations

- to provide more car parking irear the stations

- to install the elevators at all stations

- to broadcast the news and music inside the elevated train

and the stations

No suggestion

24.00

!8.00

58.00

46.s0

13.75

10.25

29.50

32.00

20.25

47.75

7.00

6.2s

86.75

38.00

t6.00

14.50

8.75

6.00

16.75

72

232

r86

55

4l

l18

r28

8l

l9l

28

96

25

347

t52

64

58

35

24

67


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environmenr) / 57

4.10.2 The problems were faced by the BTS's commuters

Table I I shows that 55.80% samples faced the problems of BTS's services, namely,15'25% could not park their cars around the stations.l2.O0% did not know the linesintersecting at the stations. 11.25% found that the public toilet was unavailable. g.T5%

found the large flights of the stairs that have to be climbed up and down at each station.8'50% found the mistake of BTS running control computer wasted their time. 44.25%hadno suggestion.

Table 11 The problems of BTSrs services

N:400 cases

Problems Percentage Number

2. did not know the lines intersecting at the stations.

3. found that the public toilet was unavailable.

4. found the large flights of the stairs that have to be

climbed up and down at each station.

5. found the mistake of BTS running control computer

wasted their time.

No suggestion

4.10.3 The suggestions for the sorutions to BTSrs service problems

Table 12 shows that 63.30Yo suggested the solutions to BTS's service problems,namely, 20.50% suggested that the survey of the BTS's commuters need should beconducted for better service improvement. 17.25%o suggested that the state agency shouldkeep controlling and monitoring the BTS's services. !4.2s%suggested the information of

12.00 48

11.25 45

8.75 3s

8.s0 34

44.25 tt7



the lines intersecting at the important stations should be published. I I 25% thetechnicalmistake should be solved properly. 36.75%had no suggestion.

Table 12 The suggestions for the solutions to BTS,s service problems

N = 400 cases

The suggestions to the solutions to BTSrs service problems Percentage Number

82

for better service improvement.

2. the state agency should keep controlling and monitoring the

BTS's services.

3. the information of the lines intersecting at the important

stations should be published.

4. the technical mistake should be solved properly.

No suggestion

17.25

14.25

11.25

36.75

69

57

45

147


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environmenr) / 59

Chapter V

Discussion

With respect to its objectives, the study on the satisfactory factors influencing BTS,sconsumers regarding its services could be discussed as follows:

5.1 objective 1: To study the satisfactory factors influencing BTS,sconsumers regarding its services.

Gender

Counter to hypothesis, there was not the insignificant difference between thedifferent gender and the satisfaction of BTS's services. In contrast with the studyconducted by Wilailuck Rattanapianthamma (1984:144), male was more satisfiedsignificantly by city amelioration project than female was (at p < 0.05). Although genderwas not the important factor, the expected services, such as, the fast and comfortable trips,could create the positive attitude on the satisfaction of BTS,s services.

Age

As hypothesized, there was the significant difference between the different age andthe satisfaction of BTS's services (at p < 0.001). According to the study of Siri Siriwal(1989:133), , the samples with different age made significant difference on the satisfactionof environmental management and Bird Park Maintenance (at p < 0.001). With regard tothe study of Mana Inpitak (1996:10l), age was related negatively to the satisfaction onschool buses services provided by BMA (at p < 0.05). since the younger seems to trysomething new rather than the elder, they are eager to be served by BTS. That,s why thesatisfaction of BTS's services will be increased if its services meet with their needs.


Noppadol Kruttong Discussion / 60

Education

As hypothesized, there was the significant difference between the different levels ofeducation and the satisfaction of BTS's services (at p < 0.001). According to the study ofKanda Thammapreecha (1983:87), the samples with different educational level made

significant difference on the satisfaction on living in flat as aided residence. Besides,

regarding the study of Wilailuck Rattanapianthamma (1984:114), the family leaders withprimary school diploma at higher Mathayom 4level and the lower educated leaders were

satisfied differently by the project. Since education contributes to broaden knowledge and

understanding, the higher educated commuters can know and understand well the BTS,s

service system. Therefore, they could be served properly and satisfied as expected by

BTS.

The number of household member

Counter to hypothesis, there was not the insignificant difference between the

different number of household member and the satisfaction of BTS's services. In contrast

with the study of Huatzinger (1977:853), the households with more than 3 members were

related positively to their average trip rate. It could be said that the number of household

member was not the important factor influencing the satisfaction of BTS's services,

namely, actually, most people have to depend on themselves with their own way of life inBangkok. Therefore, they have their own attitude and satisfaction although they came

from the same or different family.

Occupation

As hypothesized, there was the significant difference between the differenr

occupation and the satisfact'ion of BTS's services (at p < 0.001). According to the study

of Sirisopak Burapadet (1980:44), the different occupation made different behavior on

trip. With the different occupation, surroundings and need for trips make difference to the

satisfaction of BTS's services.


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environment) / 6l

Income

Counter to hypothesis, there was not the insignificant difference between thedifferent rate of income and the satisfaction of BTS's services. In contrast with the studyof Suri Simchaloern (1989:181), the tourists with different income had significantlydifferent opinion on Dusit Animal Park. The income might not be the important factoraffecting the satisfaction of BTS's services. However, the positive attitude on theacceptable services might create the satisfaction.

The aims of trip

As hypothesized, there was the significant difference between the different aims oftrip and the satisfaction of BTS's services (at p < 0.01). According to the study ofBoonanan Klaewawut (1990:72), the owned car users with different aims of trip had thedifferent opinion on trafiEc control measurement. The different aims of trip are differentlyimportant, namely, the trip to work is more important than to travel. Going to workrequires the least fime. Since their needs were met, the commuters were more satisfied byBTS services.

Car ownership

Counter to hypothesis, there was not the insignificant difference between the carownership and the satisfaction of BTS's services. In contrast with the study of BoonananKlaewawut (1990:72), the owned car users with different aims of trip had the differentopinion on traffic control measurement. It could be said that the car ownership was not theimportant factor affecting the satisfaction on BTS. However, the commuters were moresatisfied by the comfortable trips.

Distance

Counter to hypothesis, there was not the insignificant difference between the distanceand the satisfaction of BTS's services. In contrast with the study of Faculty of politicalScience, Chulalongkorn University (1998:104), the reasons to use train services werecheaper fee, goods safety and neighboring station availability. It could be said that the car



ownership was not the important factor affecting the satisfaction on BTS. However, the

commuters were more satisfied by the comfortable trips.

The frequency of using BTSrs serryices

As hypothesized, there was the significant difference between the frequency of usingBTS's services and the satisfaction of BTS's services (atp < 0.001). The frequency ofusing BTS's services contributes to understand and to use actively the BTS service

system. Then, they were more satisfied by BTS than those who seldom used its services.

The knowledge on BTS

As hypothesized, there was the positive correlation between the knowledge on BTSand the satisfaction of BTS's services (at p < 0.001). The samples with knowledge on

BTS at high level were more satisfied by BTS than the other groups of samples were. The

knowledge contributes to increase the positive attitude on the satisfaction.


As hypothesized, there was the positive correlation between the access to BTSinformation and the satisfaction of BTS's services (at p < 0.01). The samples getting BTSinformation at high level were more satisfied by BTS than the other groups of samples

were. According to the study of Wutthichai Chamnong (1980:3), information was the

important factor for decision making. The BTS information contribute to understand the

BTS service system and be more satisfied by its services.

5.2 objective 2z To study the satisfaction level of BTSrs consumers

regarding its serrices.

The findings showed that the most of BTS's consumers (50.00%) were satisfied at

high level by its services because BTS is an effective mass transit systern, namely, itcontributes to make more rapid, punctual, comfortable and safe trips. However, some


IMFac. of Grad. Studies, Mahidol Univ. M.A. (EnvironmenO / 63

samples complained about the morimum rate of fare of 40 Baht was too expensive. They

suggested reducing it lower than the current rate.

5.3 Objective 3: To study the problems and suggestions

for BTS's seryices.

The problems were faced by the BTS commuters

The findings showed that the samples faced the problems of BTS's services, namely,

they could not park their cars around the stations, did not know the lines intersecting at

the stations, found that the public toilet was unavailable, found the large flights of the

stairs that have to be climbed up and down at each station and found the mistake of BTS

running contol computer wasted their time.

The suggestions conceming improving and increasing the types of service

The findings showed the following suggestions:

t. The rapidity and punctuality

- to increase the number of elevated train to service in the peak hours.

- to extend joumey time to 24 hours

BTS's fares

- to reduce the current fares

- to provide the half fares for students

- to set up the only one lower rate of fare for the whole routes

The routes and the station locations

- to extend the routes to out bound

- to connect with the subway in the future

2.

3.



4. Security

- to increase the number of security guards at all stations at night

- to be ready to prevent fire accident at all stations


- to provi<ie the public toilets at all stations

- to provide BTS buses running from out bound to any of the BTS's stations

- to provide car parking near the stations

- to install the elevators at all stations

- to broadcast the news and music inside the elevated train and the stations

The suggestions for the solutions to BTS's service problems

The findings showed that the samples suggested the solutions to BTS's service

problems, namely, the survey of the BTS's commuters need should be conducted forbetter service improvement, the state agency should keep controlling and monitoring the

BTS services, the information of the lines intersecting at the important stations should be

published and the technical mistake should be solved properly.



Chapter YI

Conclusion

The study on the satisfactory factors influencing BTS's consumers regarding itsservices was aimed to study the satisfactory factors influencing BTS's consumers

regarding its services, to study the satisfaction level of BTS's consumers regarding itsservices and to study the problems and suggestions of BTS's services. Usingquestionnaires to collect data from the 400 cases of sample, the findings show as below :

6.1 Conclusion

6.1.1 The sample characteristics

The number of male and female samples for this study was nearly familiar (49.00o/o

and 51.00% respectively). Most aged 35 years old and lower (28.75%), held bachelor

degree and higher (41.25%),lived with 5 members per household, (35.25%), worked as

employees and private company officers (30.00%), earned 40,000 Baht - lower per month(29.00%), aimed to travel for working/business (36.25%), had no car (52.75%), were farfrom any of the BTS's stations about 4-6 km (38.75%), transported by BTS 4-5 times a

week (25.75Yo), got BTS information at medium level (54.5}Yo), andhad knowledge onBTS at medium level (61 .50%).

6.1.2 The level of the satisfaction of BTSrs services

The BTS's consumers were satisfied by BTS at high level.


Noppadol I(ruttong Conclusion / 66

6.1.3 The analysis of the satisfactory factors influencing BTS's consumers

(One Way Anatysis Of Variance)

The findings indicated that age, education, occupation, the frequency of using BTS,sservices and the knowledge on BTS affaected significantly the satisfaction of BTS,sservices ( at p < 0.001). Besides, the aims of trips and the access to BTS informationaffected significantly the satisfaction of BTS's services ( atp < 0.01). For the number ofhousehold member, income, cru o*nerihip, and distance, they didn,t affect thesatisfaction of BTS's services.

6.2 Recommendations of the study

1. The rapidity and punctuality

In the past, traffic jam is the main problem for people who live in Bangkok, thecapital of Thailand. This is because the main vehicles used are only cars and public buses.

Thus BTS is introduced in order to solve the traffic problem. BTS is one of the highpotential nansit systems as it can be used to avoid traffrce jam. The rapidity and

punctuality of BTS can satiry most of the consumers (75.75 -g325% of the BTS,sconsumers who answered the questionnaire are very satisfied with the rapidity andpunctuality). However, the consumers have some recollmendation as follow; to increase

the number of elevated train to service in the peak hours, and to extend journey time to24 hours.

2. BTS's fares

The high BTS fare does not cause any problems to the consumers because most ofthem live in the capital and have high revenue (comparing with GDp of Thailand). Highfare does not reduce the most of satisfaction of the BTS's consumers as it can improve the



quality of tansportation. However, the results from the questionnaire show that there aresome recommendations from the BTS's consumers as follow; to reduce the current fares,to provide the half fares for students and to set up the only one lower rate of fare for thewhole routes.

3. The routes and the station locations

The BTS operates drning 6.00 am.-12.00 pm. everyday, has 2 main routes. Firstly,Sukhumvit route (from Mor chit station to On nut Station) which has 17 km. length and,secondly, Silom route (from taksin Bridge station to National stadium station) which has6'5 km. length. These routes cover only the business area of Bangkok. In order to increasethe patential of BTS, the consumers havg some suggestions as follow; to extend the routesand to out bound, and to connect with the subway in the future.

4. Security

The results of the study show that most of the consumers are satisfied with thesecurity of BTS (86.75-88-75o/o ofthe BTS's consumers who answered the questionnaireare very satisfied with security). However, some of the BTS's consumers have somesuggestions as follow; to increase the number of security guards at all stations at night andto be ready to prevent fire accident at all stations.


The BTS's consumers recommended BTSC to provide the public toilets at allstations, to provide BTS buses running from out bound to any of the BTS,s stations, toprovide car parking near the stations, to install the elevators at all stations and to broadcastthe news and music inside the elevated train and the stations.


Noppadol Kruttong Conclusion / 68

6.3 Recommendations of further researches

l. The comparative study on the traffic flow in Bangkok before and after BTS

opening to service.

2. The comparative study on the satisfaction of the elevated train's commuters

regarding its services in Thailand and another country. The finding will contribute to

improve the BTS's services. ;.

3. The study on the BTS environmental impact on the residents along BTS's routes,

such as, vibration, annoying noise, dust under the routes and the unpleasant shadow

without the direct sunlight.



BIBLIOGRAPIIY

Thai

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Bangkok Transit System Company Limited. (1999). Banekok Transit System preiect.

Boonanan Klaewawut (1990) . Socio-economic factors affecting residents behavior on

is. Thesis for the

Master of Arts in Social Science. (Environment). Faculty of Graduate Studies,

I\{ahidol University.

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Chawal Parerattakul. (1975). Measurement Technique. Bangkok : Thaiwattanaphanit.

Direk Rerkray. (1984) Rural development. Bangkok. Kasetsart University.

Kanda Thammapreecha. (1983). Factors affectins the satisfaction on living in flat as

Thesis forthe Master of Arts in Social Science. (Environment). Faculty of Graduate

Studies, Mahidol University.

Iftaiyuth Therayanant. (1984). Economic decision. Bangkok : Thaiwattanaphanit.


Noppadol Kruttong Bibliography / 70

Mana Inpitak. (1996). The factors afilecting people's satisfaction on school buses

provided by Bangkok Metropolitan Administration. Thesis for the Master ofArts in Social Science. (Environment). Faculty of Graduate Studies,Mahidol

University.

Manager. (1997). . Manager Magazine

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Institute. (1994). The public survey of the orooosal for chanoi

system in Bangkok.

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..

Pairash Yirnwilai- (1999). BTS : The first elevated train in Thailand. Update

Magazine, 14 (148), 4l-50

Pantipa chompradit. (1987). Tor:rists' qpinion on Kao Yai National park facilitiesdevelopment,plan. Thesis for the Master of Science (Environmental Sciences).

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and Publishing Co.

Siri Siriwal. (1989). The satisfaction of the tourists and people in Chainat Municipal

about Chai Nat Bird Park. Thesis for the Master of Arts in Social Science.

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Sirisopak Burapadech. (1980). Repo$ on the studv of Banskok Mass Transit

Authority Problem. Bangkok. Chulalongkom University.

Somchai Kemchaloern. (1988). Peop_le's participation in forest resoure conservation. a

study case Tambon Sa Aeb. Song District. Prea Province. Thesis for the Master

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Mahidol University.

Songkarn Poowanathai. (1990). The opinion of the pottery industry and white cement

industry manufacturers on liehtine wood cultivation. Theis for the Master of

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University.

Suri Simchaloern. (1989.) People's opinion on Dusit Animal Park. Thesis for the

Master of Arts in Social Science. (Environment). Faculty of Graduate Studies,

Mahidol University.


Noppadol Kruttong Bibliography / 72

Wilaicherd Thawisin. (1979). Human and Environment. Bangkok. Aksorncharorntat

Wilailuck Rattanapianthamma. (1934). The communitv residents'satisfaction of city

amelioration project. Thesis for the Master of Arts in Social Science

(Environment). Faculty of Graduate studies,Mahidol University

Wimolsit Horayangkul. (1990). Behavior of resident and Physical Envirorunent.

Faculty of Architecture, Chulalongkorn University.

Wutthichai Chamnong. (1980). Decision Behavior. Bangkok : Thai wattanaphanit.

English

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carter v. Good. (1973) Dictionary of education. New york : McGraw Hill.

Huatzinger. (1977) .InProceeding of Transportation and Traffic theory, ed. By the Instiute of System

Science Research. pp. 854-855, Kyoto : the Institute of system Science

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Interaction Edition.


Noppadol Kruttong Appendix / 74

QUESTIONNAIRE

(SATISFACTORY FACTORS INFLUENCING BTS'S CONSUMERS

REGARDING ITS SERYICES'

Part I The respondents socio-demographic characteristics

L Gender

( )male ( )female2. Age.. .. years

3. Education

( ) Uneducated ( ) College graduare degree

( ) Primary school diploma ( ) Graduate degree

( ) Junior high school diploma ( ) postgraduate degree

( ) High school diploma

4. Occupation

( ) Housewives ( ) Employeelprivate company officers

( ) State/State enterprise officers ( ) Self-employed

( )Students ( )Other5. Income per month ........ Baht

6. The number of household members ....

7. Car Ownership

( )Yes ( )No8. The aims of trip

( ) For working&usiness

( ) For shopping

( ) For recreation/sport/entefiainment

( ) Other



9. Distance between your home and BTS station .......... Km.

10. The frequency of using BTS's services

( ) Every day ( ) Seldom (once-twice/week)

( ) Often (4-5 times/week) ( ) Once a month

( ) Less than once a month

Part 2The access to BTS information

l. Have you ever get any information concerning BTS?

( ) Yes ( ) No (go to Item no.6)

2. Source of BTS information from mass media.

( )Newspapers . ( )Radio( )Magazines ( )Television( ) Other

3. The frequency of receiving BTS information from mass media



4. Source of BTS information from personal communications.

( ) Authority/BTS officers

( ) Relatives

( ) Friends

5. The frequency of receiving BTS infbrmation from personal communications.



6. The required additional sources of information publication

( )Newspapers ( )Radio( ) Authority/BTSofficers. ( ) Television

( )Magazines ( )Other


Noppadol Kruttong Appendix / 76

Part 3 The knowledge on BTS

1. Where is the Central Station where the Sukhumwit Route and Silom Route meet?

a. Moh Chit Station

c. Siam Station

Where is the BTS depot?

a. Moh Chit

c. Siam

Where is the BTS control centre?

a. Moh Chit

c. Siam

4. Where was the BTS elevated train designed and manufactured?

2.

3.

b. Saphan Kwai Station

d. Sala-deang Station

b. Victory Monument

d. Taksin Bridge

b. Victory Monument

d. Taksin Bridge

b. South Korea

d. Germany

a. Japan

c. America

5. How many distances of BTS routes are opened to public?

a. 10.0 km.

c. 20.0 km.

6. What time does the first elevated train run each day?

a. 5.00 AM.

c. 6.00 AM.

7. What time does the last elevated train run each day?

a. 8.00 PM.

c. 10.30 PM.

8. How many BTS stations are there?

a. 24 Station

c. 34 Station

9. Which is the average speed does the elevated train reach?

a. 20 km./hr.

c. 60 km./hr.

b.

d.

13.5 km.

23.5 km.

b. s.30 AM.

d. 6.30 AM.

b. 10.00 PM.

d. 12.00 PM.

b. 30 Station

d. 40 Station

b. 40 km./h.

d. 80 km./hr.


Fac. of Grad. Studies, Mahidol Univ. M.A. (Environment) /77

10. How many concession yeils does the BTSC have to build and operate the two

routes?

a. 5 years b. 10 years

c. 20 years d. 30 years

11. Where does the Sukhumwit Route run from and to?

a. Moh chit-on nut b. Moh chit-Taksin Bridge

c. National Stadium-Taksin Bridge d. National Stadium-on nut

t2. Where does the Silom Route run from and to?

a. Moh Chit-On nut b. Moh Chit_Taksin Bridge

c. National Stadium-Taksin Bridge d. National Stadium-on nut


Noppadol Kruttong

Part 4The Satisfaction of BTSrs Seryices

Appendix / 78

The satisfaction of BTSriEervlces

-

Yery satistred Satisfied Dissatisfied

The satisfaction ofthe rapidity and punctuality-

l. The BTS elevated train is a rapid way ofgetting about

2. The punctuality of BTS elevated train

3. The appropriate of service times from

6.00 am - 12.00 pm

4. The comfortable of ticketing system


l. The minimum fare of l0 Bahr

2. The maximum fare of40 Baht

3. The appropriate distance-based elevated train fares

4. The satisfaction of paying BTS's fares

To save the journey time

The satisfaction of BTS,s lines and its station locations

l. The BTS's lines

2. The locations of BTS's stations among core areas

3. The appropriate distance betryeen each stations I

4. It is comfortable ro take buses and taxis running I

to and from any of the BTS,s stations I

The satisfaction ofsecuritSr I

L The security sysem inside the elevated train I

2. The security system inside the BTS,s stations I

3. The safety of BTS's driving I

4. The security guards are available along the routes I

The satisfaction of the comfort and the facilities I

l. The inside comforr elevated train I

2. The comfort and the facilities rvithin I

the BTS's stations: public telephon" I

Booths, ATM Commercial shops I

3. The comfonable access to and exit dorvn from I

the BTS's stations via srairs and escalators I

4. The facilitation forthe disabled, such as, I

elevators or escalators I


Fac. of Grad. Studies, Mahidol Univ. M.A. (Envhonment) / 79

Part 5 The problems and suggestions concerning BTS

1. The suggestions conceming improving and increasing the types of services

1.1 The rapidity and punctuality

1.2 BTS's fares

1.3 The routes and the station locations

1.4 Security


Noppadol Kruttong

1.5 The comfort and facilitation

Appendix / 80

1.6 Other

2. The problems were faced by the BTS's commuters

3. The suggestions for the solutions to BTS's service problems


M.A. (Environment)/81

IPCATION AITTD NAMES OF TEE BTS STAIIONS


t'tla!'UO CET

EI'Baxf

g3rntraitlgSAPEAiII KETI

arnrsrilSFAxPAO

illEr2r8lmrDrYlcrrtrxtrgmtr{T

nanfiBA'SEIIXTEETBtru iml rratrieo.u GErd E&ICE[! llltn

ltENA

BAIICEADAM

ftailrltg------ ---"SAIjDATIIG

itarlllnPEROXPEOTG

!altruitcEoro rolts

tortllaErf,oco to

nRtlllillEuSTFEAII TITSEI mrq!

OIY 1lI'T

SERVICE EOIIRS : 06.00 - 24.OO hrs.


Noppadol Kruttong

NAME

DATE OF BIRTH

PLACE O ' BIRTH

INSTITUTIONS ATTENDED

POSITION & OFFICE

Biography / 82

BIOGRAPHY

Mr. Noppadol Kruttong -aflm& tiltwr"'

JuIy 30, 1973

Bangkok, Thailand

Thammasat University, 1992-1995

Bachelor of Science

(Environmental Science)

Mahidol University, I 998-200 IMaster of Arts (Environment)

1995-Present, Dhara Consultants CO.ITD.

Position : Environmental Scientist


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