Bangkok bus service improvement: a case study of Bus Line 8

Bus transport is the major mode of mobility in Bangkok, especially for low income people. Although buses are considered the main transport the service is not satisfactory, it is still questionable whether the quality is acceptable. This study aimed to explore passengers and service providers experience of the service quality of Bus Line 8, especially an ordinary bus, which is often complained the most. The factors contributing to its service quality as well as the constructive ways for improvement will be identified. This is a qualitative study, and data was collected through content analysis and face to face interview. The research participants are divided in 2 groups: Group 1 with 30 passengers and Group 2 with 10 service providers, included bus owners, bus drivers and ticket collectors, and BMTA officers. Concepts from the literature review are used to create the interview questions which are related to the objectives of the study.