Railway commuter line passengers’ perceived service quality: hedonic and utilitarian framework

Abstract

This paper aims to propose a new railway passengers’ perceived service quality model that can be implemented in Jabodetabek railway commuter line service. We have developed a perceived service quality model that is different from the existing railway passengers’ perceived service quality models by integrating utilitarian dimension, hedonic dimension and “filter” variables that can influence perceived service quality. More specifically, our railway passengers’ perceived service quality model has four utilitarian dimensions, four hedonic dimensions, and two filter variables. The utilitarian dimensions are tangibles, reliability, safety, and information. The hedonic dimensions are education, aesthetics, entertainment, and identity. The filter variables are customer measurement knowledge and image. The theoretical implications, managerial implications, and future research were discussed.