Abstract
As considered one of the most important sustainable transportation, the development of urban rail transit has been thriving over the last decade, especially in the densely populated cities. Using an accurate measurement tool to find out the shortage factors in the rail transit service is the vital prerequisite for improving the services, increasing ridership, and implementing the sustainable transport policy. The purpose of the study is to use structural equation model (SEM) to assess the important dimensions of service quality and customer satisfaction on rail transit passengers’ reuse intention. Data are collected from a questionnaire survey and an empirical study is conducted by using SEM to test the hypotheses, as well as the structural relationships among these factors. The results of the empirical study confirmed that service quality can be conceptualized as functional service quality, technical service quality, comfort and cleanness, and service planning and reliability. And it has positive effect on reuse intention by enhancing customer satisfaction, as customer satisfaction has intermediary effect on passengers’ repurchase intention. This study contributes to transport agencies for analyzing the relationship between service quality attributes and passengers’ reuse intention for improving the supplied service, increasing the ridership, and implementing the sustainable transport policy.
Highlights
The heightened popularity of sustainability issues, sustainable transportation in particular, has led to the booming of urban rail transit in many high-density cities
Urban rail transit operation companies in China lack the accurate measurement tool to find out the shortage factors in their product service, which is the vital prerequisite for improving the services, increasing ridership and implementing the sustainable transport policy
Eboli, et al (2019) analyzed the relationship between transit passengers’ satisfaction and loyalty, and they introduced the concept of critical incidents (CIs), which affected any attribute-specific satisfaction construct, and the results showed that CIs decreased satisfaction with all attribute-specific service elements
Summary
The heightened popularity of sustainability issues, sustainable transportation in particular, has led to the booming of urban rail transit in many high-density cities. With the largest population in the world, China has experienced serious traffic congestion in many mega cities following its rapid urbanization in recent years (Sun et al, 2015). This has stimulated government administration to establish sustainable transport policies and adopt urban rail transit as a tool to attract people to use. There are abundant studies on passengers’ service quality in developed countries (de Oña et al, 2014; Eboli & Mazzulla, 2012; Hassan et al, 2013).
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