Factors Influencing the Satisfaction of Users of the Chao Phraya Express Boat Pier Sathorn, Bangkok

Abstract

The customer satisfaction in case of service is mostly dependent on the interaction of service provider with the consumer. There are various factors that might impact the customer satisfaction and some of the important factors include user experience of the boats, information quality about boat service and ethics of the service provider. In this regard, the purpose of the current study was to explore the impact of user experience, information quality about boat service and ethics of service provider on the customer satisfaction of users of Chao Phraya Express Boat Company Sathorn, Bangkok along with the moderating impact of openness to experience. 390 respondents were involved in the data collection process and data was collected by questionnaire survey. The data was subjected to statistical analysis and the results of the analysis suggest that all the independent variables i.e. user experience, information quality about boat service and ethics of service provider have significant and positive impact on customer satisfaction. In the same way, the moderating variable i.e. openness to experience has significant moderating role in case of information quality and ethics but its role is insignificant in case of user experience.