Factors Affecting the Satisfaction of BTS Customers

Abstract

                 The objectives of this study were the first, to study characteristic of populations that affect to BTS’ consumer satisfaction. The second, to study service quality of BTS that affect to BTS’s consumer satisfaction. The samples of this research were 400 consumers using BTS in the main three stations to representation in all populations in research and using Stratified sampling method. The main three stations were the first, Siam station about 112,600 rounds per a day and the second, ASoke station about 85,100 rounds per a day and the third, Mochit station about 79,500 rounds per a day.

The result of this study 400 consumers answered the questionnaires showed that more customers were female 282 populations and male 118 populations of  BTS‘s customer answered the questionnaires. More customers were adult with a range of age between 16-30 years old. The most of  BTS ‘s customers answered the questionnaires were single status about 318 populations, graduated with a bachelor degree about 268 populations, worked in a private company about 166 populations and earned an average monthly income with a range of salary between 10,001-25,000 bath about 173  populations.

                 The results of hypothesis testing showed that the difference gender did affect to BTS’s consumers satisfaction with the .05 significance level.

                  There are 5 components of the relation between service quality level to  BTS ‘s consumer satisfaction were the concrete of services, the reliability of organization, the responding to consumers and The understanding to consumer insight at the .05 significance level.