High-speed electric multiple unit trains and tourism in China: service quality impact on passenger satisfaction and loyalty

Abstract

ABSTRACT This study aimed to measure the service quality of China’s high-speed electric multiple unit (EMU) trains and examine empirically the correlations among service quality, passenger satisfaction, and loyalty. Using a service quality scale developed based on passenger ticket, inbound, waiting, boarding, and outbound data, a survey was conducted in southeast China with 615 respondents. Using exploratory factor analysis, mean value, and correlation analysis, the authors constructed a multiple regression analysis model of high-speed EMU train service quality, passenger satisfaction, and loyalty. The results indicate that passengers were most satisfied with inbound service, followed by outbound and boarding services. They registered lower satisfaction with ticket and waiting services. The average mean values showed that passengers were most satisfied with the ID card swiping service and least satisfied with the free Wi-Fi service in waiting rooms. In addition, ticket, inbound, boarding, and outbound services exerted a valid positive impact on passenger satisfaction and loyalty. These discoveries demonstrate that passenger satisfaction partially mediates the influence of the service quality of high-speed EMU trains on loyalty. Recommendations are made to improve the service quality of China’s high-speed EMU trains to enhance tourism in China, particularly in the four surveyed cities.