Bangkok Airport Rail Link Service Improvement and Tourist Satisfaction

This dissertation presents a case study on tourist satisfaction with the Airport Rail Link service in Bangkok, Thailand. The research investigates the impact of service improvement projects on tourist satisfaction, focusing on factors influencing satisfaction levels, the quality of tourism services, and recommendations for further enhancements. The study employs a descriptive research design with a pragmatic research philosophy, utilizing a deductive approach and a quantitative data analysis method based on primary data. The findings reveal a positive influence of the Airport Rail Link on tourist satisfaction and repeat visits, highlighting its role in overcoming transportation challenges. The dissertation also acknowledges areas for improvement, such as extended service hours and reduced service intervals, to further enhance service quality and tourist satisfaction. The research includes an introduction to the background of the study, a literature review covering customer and service satisfaction, service quality, and consumer behavior, followed by a detailed research methodology, presentation of findings, discussion, and conclusion with recommendations for future scope.