Metro Performance Indicators for Service Operations in Thailand

With a large number of people all over the world, the transportation modes of choice for public to travel at the same time within urban areas include buses, trains, trams, boats, and mass rapid transit. This research uses the word “Metro” to represent the mass rapid transit systems which are electric railway systems provided on designated lines between stations in Bangkok Metropolitan region in Thailand. Currently, there are 5 lines in operation including the BTS green line, BTS light green line, MRT blue line, MRT purple line and ARL. Interestingly, the metro lines are operated by different operators under different contracts and requirements. Therefore, it is extremely difficult for the Ministry of Transport to monitor the operations of each operator and compare the performance of each metro line. The objectives of this research are to identify the appropriate key performance indicators to monitor each operator’s performance and to suggest avenues for performance improvements. Extensive literature review analysis and focus discussion groups are among the research method used in this study. The main finding from this study is a consensus of six dimensions for measuring metro performance including “Transport volume”, “Punctuality”, “Reliability”, “Availability”, “Resource Utilization”, and “Customer satisfaction”.