93 Demographic BTS Skytrain MRT Subway Fan Bus Air-conditioned Bus N Percent N Percent N Percent N Percent 8-11 Times Per Week 64 22.38% 64 22.94% 20 9% 89 36% More Than 12 Times Per Week 56 19.58% 57 20.43% 48 21% 48 20% Total 286 100.00% 279 100.00% 225 100% 246 100% 6. Time of Day Respondents Frequently Board Each Type of Public Transportation Service 6:01am-9:00am 75 34.25% 69 28.16% 70 28% 67 29% 9:01am-4pm 89 40.64% 94 38.37% 92 37% 69 29% 4:01pm-7pm 32 14.61% 63 25.71% 71 28% 78 33% 7:01pm-6am 23 10.50% 19 7.76% 19 8% 21 9% Total 219 100.00% 245 100.00% 252 100% 235 100%
94 Appendix 6. BTS Skytrain User Opinions Regarding Service Quality (N=100) Service Quality Mean S.D. Level of Agreement 1. Tangibility 1.1. The general condition of the vehicle is in good condition 3.66 .807 Agree 1.2. The interior of the vehicle is clean 3.70 .835 Agree 1.3. The seat in the vehicle is comfortable 3.16 .907 Neutral 1.4. The temperature in the vehicle is at the right temperature 3.46 .989 Agree 1.5. There is an information of the service fare indicate before using the service 3.61 1.014 Agree 1.6. The station or bus stop is clean 3.37 1.022 Neutral 1.7. There is a wheelchair locking strap for people with disabilities 2.90 1.115 Neutral 1.8. There are sensors installed to control closing and opening of the door 3.47 .904 Agree Total 3.42 0.95 Agree 2. Reliability 2.1. The number of transportation service trips provided is sufficient to meet the public transportation user’s needs. 3.21 .935 Neutral 2.2. There is a precise location of a bus stop or service station 3.80 1.005 Agree 2.3. The service vehicle do not breakdown while operating 3.24 .996 Neutral 2.4. Service operating hours are same as the user inform information 3.67 .922 Agree Total 3.48 0.96 Agree 3. Responsiveness 3.1 Service staff able to resolve immediate arise problem 3.29 .891 Neutral 3.2. Service staff have a good interpersonal relations while on duty 3.35 .892 Neutral 3.3. Service staff are providing assistance to disabilities people 3.51 .959 Agree 3.4. Service staff are actively in giving out service 3.28 .889 Neutral Total 3.36 0.91 Neutral 4. Assurance 4.1 The ticket seller are giving out advice 3.59 .922 Agree 4.2 Service staff able to respond to inquiries and giving advice 3.67 .877 Agree 4.3 Ticket seller able to give a fast service 3.65 .914 Agree
95 Service Quality Mean S.D. Level of Agreement 4.4 Ticket service able to calculate ticket sale correctly 3.91 .866 Agree Total 3.71 0.89 Agree 5. Empathy 5.1 Caring for pregnant women, children, the elder, and people with disabilities 3.66 .913 Agree 5.2 Service personnel listening to suggestion or complaints of the users 3.33 .900 Neutral 5.3 There is equality in the service 3.55 .947 Agree 5.4 Service personnel are caring for service users 3.50 .870 Agree Total 3.51 0.91 Agree All Total 3.48 0.93 Agree Appendix 7. BTS Skytrain User Opinions Regarding Perceived Value Perceived Value Mean S.D. 1. Price 1.1. There is a suitable type of ticket for your traveling 3.14 1.223 Neutral 1.2. There is a promotional campaign that suit your need 2.99 1.124 Neutral 1.3. There is a promotion or discount during important day such as passenger birthday, Nation Father’s Day, and National Mother’s Day 2.90 1.219 Neutral 1.4. The ticket fare prices are suitable with the trip distance 2.79 1.258 Neutral 1.5. The ticket fare price is suitable with the convenience and speed 2.98 1.172 Neutral Total 2.96 1.20 Neutral 2. Time 2.1. The service operation is punctual 3.27 1.004 Neutral 2.2. Using public transportation service is faster than traveling in private vehicle 3.45 1.019 Agree 2.3. The public transportation service operating hours are convenient for the users 3.71 .935 Agree Total 3.47 0.94 Agree All Total 3.22 1.07 Neutral
96 Appendix 8. BTS Skytrain User Satisfaction Levels Satisfaction Mean S.D. 1. Safety 1.1. Adequate lighting along the way up and down the station / bus stop 3.61 1.043 Satisfied 1.2. CCTV within station/bus stop vicinity 3.55 .968 Satisfied 1.3. Emergency equipment such as extinguisher or glass breaker installed in the vehicle 3.65 .880 Satisfied 1.4. The vehicle is traveling at an appropriate speed 3.55 .892 Satisfied 1.5. Safety against all type of crime throughout the trip 3.34 .966 Neutral 1.6. Warning while the door is opening or closing 3.71 .998 Satisfied 1.7. Strong hand rail and strap for holding on 3.74 .949 Satisfied Total 3.59 0.96 Satisfied 2. Facilities 2.1. Multiple ways to purchase ticket 3.42 .997 Satisfied 2.2. The comfortability inside the vehicle 3.33 .975 Neutral 2.3. Seats along station platform and bus stop 3.01 1.078 Neutral 2.4. Spacious area on station’s platform and bus stop 3.43 .956 Satisfied 2.5. Automated teller machine (ATM) within the train station or the bus stop 3.47 1.010 Satisfied 2.6 Restroom available within station or bus stop 2.55 1.274 Unsatisfied Total 3.20 1.05 Neutral 3. Personnel 3.1. Provide service with courtesy and politeness 3.52 .926 Satisfied 3.2. Service staff Dress up neatly 3.62 .919 Satisfied 3.3. Accuracy in answering inquire information 3.63 .837 Satisfied 3.4. Service staff manners and personality 3.59 .866 Satisfied 3.5. Driver’s driving skills 3.71 .844 Satisfied Total 3.61 0.88 Satisfied 4. Information 4.1. The announcement of next station or stop name in the vehicle 3.72 1.016 Satisfied 4.2. Route map display within the station or bus stop 3.69 1.012 Satisfied 4.3. Fare price information display within the station or bus stop 3.51 1.030 Satisfied
97 Satisfaction Mean S.D. 4.4. Announcement regarding various promotion campaign 3.11 1.127 Neutral 4.5. Announcement of the delay or any unexpected incident 3.26 1.031 Neutral Total 3.46 1.04 Satisfied All Total 3.47 0.98 Satisfied Appendix 9. MRT Subway User Opinions Regarding Service Quality Service Quality Mean S.D. 1. Tangibility 1.1. The general condition of the vehicle is in good condition 3.85 .925 Agree 1.2. The interior of the vehicle is clean 3.77 .993 Agree 1.3. The seat in the vehicle is comfortable 3.30 .948 Neutral 1.4. The temperature in the vehicle is at the right temperature 3.51 .948 Agree 1.5. There is an information of the service fare indicate before using the service 3.69 1.134 Agree 1.6. The station or bus stop is clean 3.65 1.009 Agree 1.7. There is a wheelchair locking strap for people with disabilities 3.23 1.196 Neutral 1.8. There are sensors installed to control closing and opening of the door 3.75 1.095 Agree Total 3.59 1.03 Agree 2. Reliability 2.1. The number of transportation service trips provided is sufficient to meet the public transportation user’s needs. 3.39 .994 Neutral 2.2. There is a precise location of a bus stop or service station 3.68 1.118 Agree 2.3. The service vehicle do not breakdown while operating 3.33 .995 Neutral 2.4. Service operating hours are same as the user inform information 3.52 1.049 Agree Total 3.48 1.04 Agree 3. Responsiveness 3.1 Service staff able to resolve immediately arise problem 3.50 1.059 Agree 3.2. Service staff have a good interpersonal relations while on duty 3.33 1.025 Neutral 3.3. Service staff are providing assistance to disabilities people 3.64 .969 Agree
98 Service Quality Mean S.D. 3.4. Service staff are actively in carrying out the service 3.46 .958 Agree Total 3.48 1.0 Agree 4. Assurance 4.1 The ticket seller are giving out advice 3.33 1.025 Neutral 4.2 Service staff able to respond to inquiries and giving advice 3.64 .969 Agree 4.3 Ticket seller able to give a fast service 3.46 .958 Agree 4.4 Ticket service able to calculate ticket sale correctly 3.70 1.059 Agree Total 3.53 1.0 Agree 5. Empathy 5.1 The services care for pregnant women, children, the elder, and people with disabilities 3.63 1.031 Agree 5.2 Service personnel listening to suggestion or complaints of the users 3.44 .925 Agree 5.3 There is equality in the service 3.57 .998 Agree 5.4 Service personnel are caring for service users 3.54 .999 Agree Total 3.55 0.99 Agree All Total 3.54 1.02 Agree Appendix 10. MRT Subway User Opinions Regarding Perceived Value Perceived Value Mean S.D. 1. Price 1.1. There is a suitable type of ticket for your traveling 3.25 1.201 Neutral 1.2. There is a promotional campaign that suit your need 2.95 1.158 Neutral 1.3. There is a promotion or discount during important day or occasion such as passenger birthday, Nation Father’s Day, and National Mother’s Day 2.86 1.119 Neutral 1.4. The ticket fare prices are suitable with the trip distance 2.92 1.178 Neutral 1.5. The ticket fare price is suitable with the convenience and speed 3.09 1.190 Neutral Total 3.01 1.17 Neutral 2. Time 2.1. The service operation is punctual 3.40 1.005 Neutral 2.2. Using public transportation service is faster than traveling in private vehicle 3.52 1.202 Agree
99 Perceived Value Mean S.D. 2.3. The public transportation service operating hours are convenient for the users 3.71 1.047 Agree Total 3.54 1.08 Agree All Total 3.21 1.14 Neutral Appendix 11. MRT Subway User Satisfaction Levels Satisfaction Mean S.D. 1. Safety 1.1. Adequate lighting along the way up and down the station / bus stop 3.64 1.097 Satisfied 1.2. CCTV within station/bus stop vicinity 3.50 1.176 Neutral 1.3. Emergency equipment such as extinguisher or glass breaker installed in the vehicle 3.75 1.029 Satisfied 1.4. The vehicle is traveling at an appropriate speed 3.59 1.111 Satisfied 1.5. Safety against all type of crime throughout the trip 3.49 1.115 Neutral 1.6. Warning while the door is opening or closing 3.67 1.181 Satisfied 1.7. Strong hand rail and strap for holding on 3.67 1.155 Satisfied Total 3.62 1.12 Satisfied 2. Facilities 2.1. Multiple ways to purchase ticket 3.31 1.237 Neutral 2.2. The comfortability inside the vehicle 3.28 1.064 Neutral 2.3. Seats along station platform and bus stop 2.89 1.180 Neutral 2.4. Spacious area on station’s platform and bus stop 3.45 1.140 Neutral 2.5. Automated teller machine (ATM) within the train station or the bus stop 3.37 1.125 Neutral 2.6 Restroom available within station or bus stop 2.71 1.209 Neutral Total 3.17 1.16 Neutral 3. Personnel 3.1. Provide service with courtesy and politeness 3.57 1.166 Satisfied 3.2. Service staff Dress up neatly 3.71 1.175 Satisfied 3.3. Accuracy in answering inquire information 3.69 1.089 Satisfied 3.4. Service staff manners and personality 3.55 1.114 Satisfied 3.5. Driver’s driving skills 3.73 1.043 Satisfied Total 3.65 1.12 Satisfied 4. Information
100 Satisfaction Mean S.D. 4.1. The announcement of next station or stop name in the vehicle 3.75 1.086 Satisfied 4.2. Route map display within the station or bus stop 3.79 1.113 Satisfied 4.3. Fare price information display within the station or bus stop 3.69 1.051 Satisfied 4.4. Announcement regarding various promotion campaign 3.29 1.241 Neutral 4.5. Announcement of the delay or any unexpected incident 3.33 1.129 Neutral Total 3.57 1.12 Satisfied All Total 3.50 1.13 Neutral Appendix 12. Fan Bus Service User Opinions Regarding Service Quality Service Quality Mean S.D. 1. Tangibility 1.1. The general condition of the vehicle is in good condition 1.96 .931 Disagree 1.2. The interior of the vehicle is clean 2.08 .918 Disagree 1.3. The seat in the vehicle is comfortable 2.14 .888 Disagree 1.4. The temperature in the vehicle is at the right temperature 2.06 .897 Disagree 1.5. There is an information of the service fare indicate before using the service 2.37 1.178 Disagree 1.6. The station or bus stop is clean 2.11 .898 Disagree 1.7. Strong hand rail and strap for holding 1.86 .932 Disagree 1.8. There are sensors installed to control closing and opening of the door 1.89 .920 Disagree Total 2.06 0.95 Disagree 2. Reliability 2.1. The number of transportation service trips provided is sufficient to meet the public transportation user’s needs. 2.36 .980 Disagree 2.2. There is a precise location of a bus stop or service station 2.92 1.203 Neutral 2.3. The service vehicle do not breakdown while operating 2.62 1.080 Neutral 2.4. Service operating hours are same as the user inform information 2.32 1.043 Disagree Total 2.56 1.08 Disagree 3. Responsiveness 3.1 Service staff able to resolve immediately arise problem 2.43 1.066 Disagree
101 Service Quality Mean S.D. 3.2. Service staff have a good interpersonal relations while on duty 2.40 1.119 Disagree 3.3. Service staff are providing assistance to disabilities people 2.69 1.143 Neutral 3.4. Service staff are actively in giving out service 2.45 1.132 Disagree Total 2.49 1.12 Disagree 4. Assurance 4.1 The ticket seller are giving out advice 2.72 1.092 Neutral 4.2 Service staff able to respond to inquiries and giving advice 2.64 1.020 Neutral 4.3 Ticket seller able to give a fast service 3.04 1.091 Neutral 4.4 Ticket service able to calculate ticket sale correctly 3.14 1.239 Neutral Total 2.89 1.11 Neutral 5. Empathy 5.1 The services care for pregnant women, children, the elder, and people with disabilities 2.96 1.188 Neutral 5.2 Service personnel listening to suggestion or complaints of the users 2.44 1.157 Disagree 5.3 There is equality in the service 2.78 1.168 Neutral 5.4 Service personnel are caring for service users 2.63 1.186 Neutral Total 2.70 1.17 Neutral All Total 2.46 1.06 Disagree Appendix 13. Fan Bus Service User Opinions Regarding Perceived Value Perceived Value Mean S.D. 1. Price 1.1. There is a suitable type of ticket for your traveling 2.71 1.175 Neutral 1.2. There is a promotional campaign that suit your need 2.33 1.181 Disagree 1.3. There is a promotion or discount during important day such as passenger birthday, Nation Father’s Day, and National Mother’s Day 2.47 1.201 Disagree 1.4. The ticket fare prices are suitable with the trip distance 2.96 1.348 Neutral 1.5. The ticket fare price is suitable with the convenience and speed 2.77 1.221 Neutral
102 Total 2.65 1.23 Neutral 2. Time 2.1. The service operation is punctual 2.33 1.190 Disagree 2.2. Using public transportation service is faster than traveling in private vehicle 2.43 1.208 Disagree 2.3. The public transportation service operating hours are convenient for the users 2.76 1.224 Neutral Total 2.51 1.21 Disagree Total 2.60 1.22 Disagree Appendix 14. Fan Bus Service User Satisfaction Levels Satisfaction Mean S.D. 1. Safety 1.1. Adequate lighting along the way up and down the station / bus stop 2.55 1.234 Neutral 1.2. CCTV within station/bus stop vicinity 2.19 1.237 Unsatisfied 1.3. Emergency equipment such as extinguisher or glass breaker installed in the vehicle 2.48 1.299 Unsatisfied 1.4. The vehicle is traveling at an appropriate speed 2.53 1.291 Neutral 1.5. Safety against all type of crime throughout the trip 2.42 1.273 Unsatisfied 1.6. Warning while the door is opening or closing 2.47 1.344 Unsatisfied 1.7. Strong hand rail and strap for holding on 2.98 1.378 Neutral Total 2.52 1.29 Neutral 2. Facilities 2.1. Multiple ways to purchase ticket 2.41 1.223 Unsatisfied 2.2. The comfortability inside the vehicle 2.39 1.230 Unsatisfied 2.3. Seats along station platform and bus stop 2.54 1.184 Neutral 2.4. Spacious area on station’s platform and bus stop 2.57 1.217 Neutral 2.5. Automated teller machine (ATM) within the train station or the bus stop 2.22 1.323 Unsatisfied 2.6 Restroom available within station or bus stop 2.06 1.254 Unsatisfied Total 2.37 1.24 Unsatisfied 3. Personnel 3.1. Provide service with courtesy and politeness 2.68 1.205 Neutral 3.2. Service staff Dress up neatly 2.90 1.193 Neutral
103 Satisfaction Mean S.D. 3.3. Accuracy in answering inquire information 3.00 1.223 Neutral 3.4. Service staff manners and personality 2.69 1.187 Neutral 3.5. Driver’s driving skills 2.82 1.184 Neutral Total 2.82 1.20 Neutral 4. Information 4.1. The announcement of next station or stop name in the vehicle 2.60 1.295 Neutral 4.2. Route map display within the station or bus stop 2.50 1.259 Unsatisfied 4.3. Fare price information display within the station or bus stop 2.38 1.277 Unsatisfied 4.4. Announcement regarding various promotion campaign 2.17 1.248 Unsatisfied 4.5. Announcement of the delay or any unexpected incident 2.12 1.208 Unsatisfied Total 2.35 1.26 Unsatisfied Total 2.51 1.25 Neutral Appendix 15. Air-Conditioned Bus Service User Opinions Regarding Service Quality Service Quality Mean S.D. 1. Tangibility 1.1. The general condition of the vehicle is in good condition 3.05 .809 Neutral 1.2. The interior of the vehicle is clean 3.15 .869 Neutral 1.3. The seat in the vehicle is comfortable 2.90 .847 Neutral 1.4. The temperature in the vehicle is at the right temperature 3.07 .987 Neutral 1.5. There is an information of the service fare indicate before using the service 3.07 .998 Neutral 1.6. The station or bus stop is clean 2.97 .810 Neutral 1.7. There is a wheelchair locking strap for people with disabilities 2.78 1.011 Neutral 1.8. There are sensors installed to control closing and opening of the door 3.08 1.186 Neutral Total 3.01 0.94 Neutral 2. Reliability 2.1. The number of transportation service trips provided is sufficient to meet the public transportation user’s needs. 2.85 1.048 Neutral 2.2. There is a precise location of a bus stop or service station 3.52 .959 Agree
104 Service Quality Mean S.D. 2.3. The service vehicle do not breakdown while operating 3.28 .954 Neutral 2.4. Service operating hours are same as the user informed information 3.28 .842 Neutral Total 3.23 0.95 Neutral 3. Responsiveness 3.1 Service staff able to resolve immediately arise problem 2.95 .892 Neutral 3.2. Service staff have a good interpersonal relations while on duty 2.95 .796 Neutral 3.3. Service staff are providing assistance to disabilities people 3.18 .809 Neutral 3.4. Service staff are actively in giving out service 2.95 .914 Neutral Total 3.01 0.85 Neutral 4. Assurance 4.1 The ticket seller are giving out advice 3.09 1.036 Neutral 4.2 Service staff able to respond to inquiries and giving advice 3.17 .933 Neutral 4.3 Ticket seller able to give a fast service 3.38 .862 Neutral 4.4 Ticket service able to calculate ticket sale correctly 3.57 .902 Agree Total 3.30 0.93 Neutral 5. Empathy 5.1 The services care for pregnant women, children, the elder, and people with disabilities 3.34 1.094 Neutral 5.2 Service personnel listening to suggestion or complaints of the users 3.08 1.032 Neutral 5.3 There is equality in the service 3.42 .878 Agree 5.4 Service personnel are caring for service users 3.19 .929 Neutral Total 3.26 0.98 Neutral All Total 3.14 0.93 Neutral Appendix 16. Air-Conditioned Bus Service User Opinions Regarding Perceived Value Perceived Value Mean S.D. 1. Price 1.1. There is a suitable type of ticket for your traveling 3.38 1.099 Neutral 1.2. There is a promotional campaign that suit your need 2.96 1.082 Neutral
105 1.3. There is a promotion or discount during important day such as passenger birthday, Nation Father’s Day, and National Mother’s Day 3.15 1.123 Neutral 1.4. The ticket fare prices are suitable with the trip distance 3.31 1.134 Neutral 1.5. The ticket fare price is suitable with the convenience and speed 3.38 .908 Neutral Total 3.24 1.07 Neutral 2. Time 2.1. The service operation is punctual 3.10 1.068 Neutral 2.2. Using public transportation service is faster than traveling in private vehicle 2.98 1.054 Neutral 2.3. The public transportation service operating hours are convenient for the users 3.38 1.013 Neutral Total 3.15 1.05 Neutral All Total 3.21 1.06 Neutral Appendix 17. Air-Conditioned Bus Service User Satisfaction Levels Satisfaction Mean S.D. 1. Safety 1.1. Adequate lighting along the way up and down the station / bus stop 3.47 .989 Neutral 1.2. CCTV within station/bus stop vicinity 3.13 1.031 Neutral 1.3. Emergency equipment such as extinguisher or glass breaker installed in the vehicle 3.49 .893 Neutral 1.4. The vehicle is traveling at an appropriate speed 3.41 .911 Neutral 1.5. Safety against all type of crime throughout the trip 3.21 1.038 Neutral 1.6. Warning while the door is opening or closing 3.45 1.029 Satisfied 1.7. Strong hand rail and strap for holding on 3.78 .960 Satisfied Total 3.42 0.98 Neutral 2. Facilities 2.1. Multiple ways to purchase ticket 3.28 1.036 Neutral 2.2. The comfortability inside the vehicle 3.31 1.022 Neutral 2.3. Seats along station platform and bus stop 3.38 .930 Neutral 2.4. Spacious area on station’s platform and bus stop 3.49 .810 Neutral 2.5. Automated teller machine (ATM) within the train station or the bus stop 3.31 .950 Neutral
106 Satisfaction Mean S.D. 2.6 Restroom available within station or bus stop 3.34 1.273 Neutral Total 3.15 1.05 Neutral 3. Personnel 3.1. Provide service with courtesy and politeness 3.32 .827 Neutral 3.2. Service staff Dress up neatly 3.54 .958 Satisfied 3.3. Accuracy in answering inquire information 3.56 .914 Satisfied 3.4. Service staff manners and personality 3.49 .927 Neutral 3.5. Driver’s driving skills 3.42 .855 Neutral Total 3.47 0.90 Neutral 4. Information 4.1. The announcement of next station or stop name in the vehicle 3.41 .805 Neutral 4.2. Route map display within the station or bus stop 3.45 .968 Neutral 4.3. Fare price information display within the station or bus stop 3.24 1.006 Neutral 4.4. Announcement regarding various promotion campaign 2.97 1.132 Neutral 4.5. Announcement of the delay or any unexpected incident 2.91 1.147 Neutral Total 3.20 1.01 Neutral All Total 3.36 0.97 Neutral
107 Appendix 18. Preliminary Agreement Test Results 1.1 BTS Skytrain Service 1.1.1 Each independent variable has a linear relationship with the dependent variable. 1.1.2 The error value between the independent variable and dependent variable must be independent of each other (Autocorrelation). Checked by testing Durbin-Watson Model Summaryb Model R R Square Adjusted R Square Std. Error of the Estimate DurbinWatson 1 .659a .435 .429 12.516 2 .744b .553 .544 11.183 1.612 a. Predictors: (Constant), Responsiveness b. Predictors: (Constant), Responsiveness, Time c. Dependent Variable: Satisfaction
108 1.1.3 Mean Residual Value Equal to Zero Residuals Statisticsa Minimum Maximum Mean Std. Deviation N Predicted Value 54.90 107.69 79.72 12.321 100 Residual -33.204 28.728 .000 11.070 100 Std. Predicted Value -2.014 2.270 .000 1.000 100 Std. Residual -2.969 2.569 .000 .990 100 a. Dependent Variable: Satisfaction 1.1.4 Normal Distribution of Residual
109 1.1.5 The Variance of the Residual in Predicting Constant Value (Homoscedasticity) 1.2 MRT Subway Service 1.2.1 Each independent variable has a linear relationship with the dependent variable.
110 1.2.2 The error value between the independent variable and the dependent variable must be independent of each other (Autocorrelation). Checked by testing Durbin-Watson Model Summaryb Model R R Square Adjusted R Square Std. Error of the Estimate DurbinWatson 1 .688a .473 .467 15.49642 2.518 a. Predictors: (Constant), Assurance b. Dependent Variable: Satisfaction 1.2.3 Mean Residual Value Equal to Zero Residuals Statistics Minimum Maximum Mean Std. Deviation N Predicted Value 39.5407 99.3276 80.4200 14.60135 100 Residual -75.32762 54.98595 .00000 15.41796 100 Std. Predicted Value -2.800 1.295 .000 1.000 100 Std. Residual -4.861 3.548 .000 .995 100 a. Dependent Variable: Satisfaction
111 1.2.4 Normal Distribution of Residual 1.2.5 The Variance of the Residual in Predicting Constant Value (Homoscedasticity)
112 1.3 BMTA Fan Bus Service 1.3.1 Each independent variable has a linear relationship with the dependent variable 1.3.2 The error value between the independent variable and the dependent variable must be independent of each other (Autocorrelation). Checked by testing DurbinWatson Model Summaryc Model R R Square Adjusted R Square Std. Error of the Estimate DurbinWatson 1 .594a .352 .346 19.35573 2 .652b .426 .414 18.32039 1.620 a. Predictors: (Constant), Time b. Predictors: (Constant), Time, Tangibility c. Dependent Variable: Satisfaction
113 1.3.3 Mean Residual Value Equal to Zero Residuals Statisticsa Minimum Maximum Mean Std. Deviation N Predicted Value 33.8324 96.4783 57.6700 15.61317 100 Residual -40.76813 81.16763 .00000 18.13439 100 Std. Predicted Value -1.527 2.486 .000 1.000 100 Std. Residual -2.225 4.430 .000 .990 100 a. Dependent Variable: Satisfaction 1.3.4 Normal Distribution of Residual
114 1.3.5 The Variance of the Residual in Predicting Constant Value (Homoscedasticity) 1.4 BMTA Air-Conditioned Bus Service 1.4.1 Each independent variable has a linear relationship with the dependent variable
115 1.4.2 The error value between the independent variable and the dependent variable must be independent of each other (Autocorrelation). Checked by testing Durbin-Watson Model Summary Model R R Square Adjusted R Square Std. Error of the Estimate DurbinWatson 1 .635a .3403 .397 13.113 2 .662b .438 .427 12.782 1.779 a. Predictors: (Constant), Responsiveness b. Predictors: (Constant), Responsiveness, Time c. Dependent Variable: Satisfaction 1.4.3 Mean Residual Value Equal to Zero Residuals Statistics Minimum Maximum Mean Std. Deviation N Predicted Value 47.90 102.46 77.36 11.176 100 Residual -31.965 50.103 .000 12.652 100 Std. Predicted Value -2.636 2.246 .000 1.000 100 Std. Residual -2.501 3.920 .000 .990 100 a. Dependent Variable: Satisfaction
116 1.4.4 Normal Distribution of Residual 1.4.5 The Variance of the Residual in Predicting Constant Value (Homoscedasticity)
117 2. Results of Hypotheses Testing Hypotheses Sig. Result BTS Skytrain Service H1a: The tangibility dimension of service quality has an influence on user satisfaction with the BTS Skytrain service. 0.387 Reject H1b: The responsiveness dimension of service quality has an influence on user satisfaction with the BTS Skytrain service. 0.000 Accept H1c: The reliability dimension of service quality has an influence on user satisfaction with the BTS Skytrain service. 0.518 Reject H1d: The assurance dimension of service quality has an influence on user satisfaction with the BTS Skytrain service. 0.200 Reject H1e: The empathy dimension of service quality has an influence on user satisfaction with the BTS Skytrain service. 0.071 Reject H1f: The perceived value of price influence on user satisfaction with the BTS Skytrain service. 0.570 Reject H1g: The perceived value of time influence on user satisfaction with the BTS Skytrain service. 0.000 Accept MRT Subway Service H1a: The tangibility dimension of service quality has an influence on user satisfaction with the MRT Subway service. 0.129 Reject H1b: The responsiveness dimension of service quality has an influence on user satisfaction with the MRT Subway service. 0.220 Reject H1c: The reliability dimension of service quality has an influence on user satisfaction with the MRT Subway service. 0.430 Reject H1d: The assurance dimension of service quality has an influence on user satisfaction with the MRT Subway service. 0.000 Accept H1e: The empathy dimension of service quality has an influence on user satisfaction with the MRT Subway service. 0.114 Reject H1f: The perceived value of price influence on user satisfaction with the MRT Subway service. 0.168 Reject
118 Hypotheses Sig. Result H1g: The perceived value of time influence on user satisfaction with the MRT Subway service. 0.320 Reject BMTA Fan Bus Service H1a: The tangibility dimension of service quality has an influence on user satisfaction with the fan bus service. 0.001 Accept H1b: The responsiveness dimension of service quality has an influence on user satisfaction with the fan bus service. 0.315 Reject H1c: The reliability dimension of service quality has an influence on user satisfaction with the fan bus service. 0.871 Reject H1d: The assurance dimension of service quality has an influence on user satisfaction with the fan bus service. 0.822 Reject H1e: The empathy dimension of service quality has an influence on user satisfaction with the fan bus service. 0.551 Reject H1f: The perceived value of price influence on user satisfaction with the fan bus service. 0.062 Reject H1g: The perceived value of time influence on user satisfaction with fan bus service. 0.000 Accept BMTA Air-Condition Service H1a: The tangibility dimension of service quality has an influence on user satisfaction with the air conditioned bus service. 0.860 Reject H1b: The responsiveness dimension of service quality has an influence on user satisfaction with the air conditioned bus service. 0.000 Accept H1c: The reliability dimension of service quality has an influence on user satisfaction with the air conditioned bus service. 0.447 Reject H1d: The assurance dimension of service quality has an influence on user satisfaction with the air conditioned bus service. 0.111 Reject
119 Hypotheses Sig. Result H1e: The empathy dimension of service quality has an influence on user satisfaction with the air conditioned bus service. 0.263 Reject H1f: The perceived value of price influence on user satisfaction with the air conditioned bus service. 0.560 Reject H1g: The perceived value of time influence on user satisfaction with the air conditioned bus service. 0.015 Accept