The study aims to optimize service configuration in the Saen Saep canal boat system to enhance passenger satisfaction, with a focus on inbound services toward inner urban areas of Bangkok during weekday morning peak hours. A TOPSIS-based Taguchi method was employed for service optimization. Primary data were collected through a questionnaire survey of canal boat passengers using nine service scenarios generated by an L9 orthogonal array. The results indicate that the optimal service configuration during the morning peak period consists of moderate passenger density, where standing passengers are present but an acceptable level of personal space is maintained; a moderate vessel speed that balances travel efficiency with navigational safety; on-time arrival; and a waiting time exceeding 10 minutes, which is still perceived as acceptable under the optimal conditions. Passenger density is identified as the most influential service factor affecting passenger satisfaction, followed by vessel speed, waiting time, and punctuality. These findings provide practical implications for improving operational efficiency and service quality, thereby enhancing passenger satisfaction in canal boat transportation during peak hours.

Keywords

Service configuration optimization, Canal boat transportation, TOPSIS, Taguchi method, Saen Saep canal