Abstract
Van service in Bangkok City has gained immense popularity in a very short time but recently has acquired the reputation of unsafe travel mode due to the alarming number of accidents and harassment incidents in the past two years. This paper aims to explore perception of van users regarding service quality, safety and security of van service of Bangkok City involving questionnaire survey. The sample data showed that people are least satisfied about waiting area condition, inadequate punishment for the drivers and pickpocket and high jacking incidents during their travel by van. This study found that perception regarding service quality, safety and security differs with demographic characteristics. Users blame poor road condition and inadequate laws over driver behavior for the accidents. It also concluded that even though passengers are not satisfied with safety and security condition of van service, they still prefer this mode because of the ticket collection system, travel time and cost of travel.
