University public transportation logistics service quality and student satisfaction: empirical evidence from Thailand

Abstract

Although students around campuses mostly rely on university public transportation (i.e. shuttle buses), studies on how university public transportation logistics service quality impacts student satisfaction are limited. Hence, this study investigates the university public transportation logistics service quality attributes that affect student satisfaction. Data obtained from 202 valid questionnaires completed by students who frequently use shuttle services were analyzed using partial least square structural equation modeling with the assistance of the statistical package for social sciences V. 27 and smart partial least squares 4.0. The results show that the university public transportation logistics service quality attributes of empathy, reliability, and timeliness significantly influenced student satisfaction. Specifically, reliability is most important when it comes to university public transportation logistics service quality, considering that transportation services should be safe and efficient. This suggests that the university public transportation logistics service quality is important for student satisfaction and should not be ignored. To the best of our knowledge, this is the first attempt at understanding the effects of university public transportation logistics service quality attributes on student satisfaction with university public transportation in Thailand.

Keywords:

• Logistics service quality
• university public transportation
• student satisfaction
• empathy
• perceived value
• timeliness
• reliability

REVIEWING EDITOR:

• Ansar Abbas, Airlangga University Faculty of Economic and Business, Indonesia

JEL CLASSIFICATIONS:

• M100
• M160
• L83
• Z320

Acknowledgments

The authors would like to appreciate all the participants who are studying at Khon Kaen University for their efforts and time in completed the questionnaires.

Authors’ contributions

Raksmey Sann: Conceptualization, Methodology, Software, Validation, Formal analysis, investigation, resources, data curation, supervision, writing–original draft, writing–review and editing, visualization, project administration, and funding acquisition. Saharat Siripipattaworn: Conceptualization, Methodology, Formal analysis, Data Collection, Writing - Original Draft

Disclosure statement

The authors declare that they have no competing financial interests or personal relationships that may have influenced the work reported in this study.

Data availability statement

Data are available on SANN, RAKSMEY (2024), ‘Replication Data for: University Public Transportation Logistics Service Quality and Student Satisfaction: Empirical Evidence on from Thailand’, Mendeley Data, V1, doi: 10.17632/4ryppc5jbr.1.

Additional information

Funding

No external funding was received for this research.

Notes on contributors

Raksmey Sann

Dr. Raksmey Sann is a full-faculty member at Department of Tourism Innovation Management, Faculty of Business Administration and Accountancy, Khon Kaen University, Thailand. He received his Ph.D. with subject major in International Tourism, Hospitality and Event Management, National Ping-Tung University of Science and Technology, Taiwan. His research interests are on the topics relate to service marketing, service quality, e-commerce, e-WOM, consumer behavior, cross-cultural studies, natural language processing, data mining, and big data analytics. His publications have appeared in many international peer-reviewed high-impact journals, such as IJHM, JHTM, IJERPH, IJCTHR, CBTH, JHTI, Leisure Studies, Applied Sciences, Anatolia, Sustainability, and so on.