IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v12y2020i21p9066-d438211.html
   My bibliography  Save this article

Elderly Users’ Satisfaction with Public Transport in Thailand Using Different Importance Performance Analysis Approaches

Author

Listed:
  • Methawadee Chaisomboon

    (School of Transportation Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, Thailand)

  • Sajjakaj Jomnonkwao

    (School of Transportation Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, Thailand)

  • Vatanavongs Ratanavaraha

    (School of Transportation Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, Thailand)

Abstract

Due to the rapid increase in population and the change in age structure toward the elderly, the phenomenon of societal ageing is being witnessed in many countries. The elderly travel less than the adult population due to decreasing mobility with an increasing age. In this study, we aimed to analyze the expectations and satisfaction of public transport users in Thailand using traditional importance performance analysis (IPA), gap analysis, and IPA integrated with competitor performance. We aimed to explain the differences in the analysis results produced by the three methods. The data were obtained from surveying 2250 elderly and 450 non-elderly adults. This study presents guidelines for improving the public transport service quality in Thailand to meet user needs. The results of this research showed that each approach provides its own distinctive aspects and theoretical differences, which lead to different interpretations. The results from the three approaches showed that equipment that increases safety for public transportation service users is an important factor for all elderly passengers that must be improved. Public transportation services in different regions should be developed to provide more reliable and regular services.

Suggested Citation

  • Methawadee Chaisomboon & Sajjakaj Jomnonkwao & Vatanavongs Ratanavaraha, 2020. "Elderly Users’ Satisfaction with Public Transport in Thailand Using Different Importance Performance Analysis Approaches," Sustainability, MDPI, vol. 12(21), pages 1-20, October.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:21:p:9066-:d:438211
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/12/21/9066/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/12/21/9066/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Jiancheng Weng & Xiaojian Di & Chang Wang & Jingjing Wang & Lizeng Mao, 2018. "A Bus Service Evaluation Method from Passenger’s Perspective Based on Satisfaction Surveys: A Case Study of Beijing, China," Sustainability, MDPI, vol. 10(8), pages 1-15, August.
    2. Chang, Yu-Chun, 2013. "Factors affecting airport access mode choice for elderly air passengers," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 57(C), pages 105-112.
    3. Sajjakaj Jomnonkwao & Thanapong Champahom & Vatanavongs Ratanavaraha, 2020. "Methodologies for Determining the Service Quality of the Intercity Rail Service Based on Users’ Perceptions and Expectations in Thailand," Sustainability, MDPI, vol. 12(10), pages 1-20, May.
    4. Wardman, Mark, 2004. "Public transport values of time," Transport Policy, Elsevier, vol. 11(4), pages 363-377, October.
    5. Mengying Feng & John Mangan & Chee Wong & Maozeng Xu & Chandra Lalwani, 2014. "Investigating the different approaches to importance-performance analysis," The Service Industries Journal, Taylor & Francis Journals, vol. 34(12), pages 1021-1041, August.
    6. Su, Fengming & Bell, Michael G.H., 2009. "Transport for older people: Characteristics and solutions," Research in Transportation Economics, Elsevier, vol. 25(1), pages 46-55.
    7. Wong, R.C.P. & Szeto, W.Y. & Yang, Linchuan & Li, Y.C. & Wong, S.C., 2018. "Public transport policy measures for improving elderly mobility," Transport Policy, Elsevier, vol. 63(C), pages 73-79.
    8. Machado-León, José Luis & de Oña, Rocío & Baouni, Tahar & de Oña, Juan, 2017. "Railway transit services in Algiers: priority improvement actions based on users perceptions," Transport Policy, Elsevier, vol. 53(C), pages 175-185.
    9. Ahmad, Zaheer & Batool, Zahara & Starkey, Paul, 2019. "Understanding mobility characteristics and needs of older persons in urban Pakistan with respect to use of public transport and self-driving," Journal of Transport Geography, Elsevier, vol. 74(C), pages 181-190.
    10. Harvey, Joan & Thorpe, Neil & Caygill, Matthew & Namdeo, Anil, 2014. "Public attitudes to and perceptions of high speed rail in the UK," Transport Policy, Elsevier, vol. 36(C), pages 70-78.
    11. Baumann, Chris & Hoadley, Susan & Hamin, Hamin & Nugraha, Albert, 2017. "Competitiveness vis-Ã -vis service quality as drivers of customer loyalty mediated by perceptions of regulation and stability in steady and volatile markets," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 62-74.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Kaniz Fatima & Sara Moridpour & Tayebeh Saghapour, 2021. "Spatial and Temporal Distribution of Elderly Public Transport Mode Preference," Sustainability, MDPI, vol. 13(9), pages 1-15, April.
    2. Phakphum Sakuljao & Wichuda Satiennam & Thaned Satiennam & Nopadon Kronprasert & Sittha Jaensirisak, 2023. "Understanding Intention to Use Conditionally Automated Vehicles in Thailand, Based on an Extended Technology Acceptance Model," Sustainability, MDPI, vol. 15(3), pages 1-15, January.
    3. Pawinee Iamtrakul & Sararad Chayphong & Sajjakaj Jomnonkwao & Vatanavongs Ratanavaraha, 2021. "The Association of Falls Risk in Older Adults and Their Living Environment: A Case Study of Rural Area, Thailand," Sustainability, MDPI, vol. 13(24), pages 1-16, December.
    4. Eugene Sogbe & Susilawati Susilawati & Tan Chee Pin, 2025. "Scaling up public transport usage: a systematic literature review of service quality, satisfaction and attitude towards bus transport systems in developing countries," Public Transport, Springer, vol. 17(1), pages 1-44, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Nur Izzi Md. Yusoff & Amiruddin Ismail & Muhamad Razuhanafi Mat Yazid & Nor Aznirahani Mhd Yunin & Sotaro Yukawa, 2021. "Gender and Age Do Matter: Exploring the Effect of Passengers’ Gender and Age on the Perception of Light Rail Transit Service Quality in Kuala Lumpur, Malaysia," Sustainability, MDPI, vol. 13(2), pages 1-18, January.
    2. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Mohd Haniff Osman & Faridah Hanim Khairuddin & Nur Mustakiza Zakaria, 2022. "An Empirical Study of Passengers’ Perceived Satisfaction with Monorail Service Quality: Case of Kuala Lumpur, Malaysia," Sustainability, MDPI, vol. 14(11), pages 1-17, May.
    3. Monchambert, Guillaume, 2020. "Why do (or don’t) people carpool for long distance trips? A discrete choice experiment in France," Transportation Research Part A: Policy and Practice, Elsevier, vol. 132(C), pages 911-931.
    4. Sanusi Ibrahim & Yinggui Zhang & Abdulaziz Ahmad, 2025. "Rail-based public transportation service quality and customer satisfaction: a decade of insights and advances," Public Transport, Springer, vol. 17(1), pages 45-69, March.
    5. Kersting, Moritz & Kallbach, Felina & Schlüter, Jan Christian, 2021. "For the young and old alike – An analysis of the determinants of seniors’ satisfaction with the true door-to-door DRT system EcoBus in rural Germany," Journal of Transport Geography, Elsevier, vol. 96(C).
    6. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Mohd Haniff Osman & Muhamad Razuhanafi Mat Yazid & Munzilah Md. Rohani, 2022. "The Influence of Service Quality on User’s Perceived Satisfaction with Light Rail Transit Service in Klang Valley, Malaysia," Mathematics, MDPI, vol. 10(13), pages 1-21, June.
    7. Dou, Xianchen & Jian, Meiying & Guo, Chen & Cao, JinXin, 2023. "Estimation of the aggregation degree of public transport use among elderly people based on urban built environment," Journal of Transport Geography, Elsevier, vol. 112(C).
    8. Jaime Larumbe, 2021. "Evaluating Sustainability of Mass Rapid Transit Stations in Dubai," Sustainability, MDPI, vol. 13(23), pages 1-16, November.
    9. Shaer, Amin & Haghshenas, Hossein, 2021. "Evaluating the effects of the COVID-19 outbreak on the older adults’ travel mode choices," Transport Policy, Elsevier, vol. 112(C), pages 162-172.
    10. Xie, Jiemin & Zhan, Shuguang & Wong, S.C. & Wen, Keyu & Qiang, Lixia & Lo, S.M., 2022. "High-speed rail services for elderly passengers: Ticket-booking patterns and policy implications," Transport Policy, Elsevier, vol. 125(C), pages 96-106.
    11. Zhou, Yuyang & Wang, Peiyu & Zheng, Shuyan & Zhao, Minhe & Lam, William H.K. & Chen, Anthony & Sze, N.N. & Chen, Yanyan, 2024. "Modeling dynamic travel mode choices using cumulative prospect theory," Transportation Research Part A: Policy and Practice, Elsevier, vol. 179(C).
    12. Kassens-Noor, Eva & Cai, Meng & Kotval-Karamchandani, Zeenat & Decaminada, Travis, 2021. "Autonomous vehicles and mobility for people with special needs," Transportation Research Part A: Policy and Practice, Elsevier, vol. 150(C), pages 385-397.
    13. Michele Preziosi & Alessia Acampora & Maria Claudia Lucchetti & Roberto Merli, 2022. "Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction," Sustainability, MDPI, vol. 14(6), pages 1-20, March.
    14. Carrion, Carlos & Levinson, David, 2012. "Value of travel time reliability: A review of current evidence," Transportation Research Part A: Policy and Practice, Elsevier, vol. 46(4), pages 720-741.
    15. Xu-Hui Li & Lin Huang & Qiang Li & Hu-Chen Liu, 2020. "Passenger Satisfaction Evaluation of Public Transportation Using Pythagorean Fuzzy MULTIMOORA Method under Large Group Environment," Sustainability, MDPI, vol. 12(12), pages 1-18, June.
    16. Milenković, Marina & Glavić, Draženko & Maričić, Milica, 2019. "Determining factors affecting congestion pricing acceptability," Transport Policy, Elsevier, vol. 82(C), pages 58-74.
    17. Cristina López & Rocío Ruíz-Benítez & Carmen Vargas-Machuca, 2019. "On the Environmental and Social Sustainability of Technological Innovations in Urban Bus Transport: The EU Case," Sustainability, MDPI, vol. 11(5), pages 1-22, March.
    18. Chen, Wendong & Cheng, Long & Chen, Xuewu & Chen, Jingxu & Cao, Mengqiu, 2021. "Measuring accessibility to health care services for older bus passengers: A finer spatial resolution," Journal of Transport Geography, Elsevier, vol. 93(C).
    19. Zahra Navidi & Nicole Ronald & Stephan Winter, 2018. "Comparison between ad-hoc demand responsive and conventional transit: a simulation study," Public Transport, Springer, vol. 10(1), pages 147-167, May.
    20. Xingji Lu & Jinhua Lu, 2023. "Experimental and Numerical Investigations of the Seismic Performance of Railway Gravity Piers with Low Reinforcement Ratios," Sustainability, MDPI, vol. 15(18), pages 1-20, September.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:12:y:2020:i:21:p:9066-:d:438211. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.