Passenger satisfaction towards metro infrastructures, facilities and services

Saw, Yong Qi; Dissanayake, Dilum; Ali, Fazilatulaili; Bentotage, Thusal

doi:10.1016/j.trpro.2020.08.290

Cited by 15 publications

(9 citation statements)

References 33 publications

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“…Therefore, the findings of the study revealed that safety, comfort, drivers' competence, and vehicle cleanliness had 95 Article DOI: 10.52589/BJMMS-LRQ7JAVX DOI URL: https://doi.org/10.52589/BJMMS-LRQ7JAVX www.abjournals.org significant positive effects on passengers' loyalty of public transportation companies; whereas, travel time had a non-significant effect on passengers' loyalty in this regard. The findings from the test of hypotheses one, two, three and five are supported by the findings of related studies which revealed that safety, comfort, drivers' competence, and vehicle cleanliness had significant and positive influences on passengers' satisfaction and loyalty in public transportation sectors (Saw, Dissanayake, Ali & Bentotage, 2020;Nyongesa & Bwisa, 2014;Singh, 2016;Nwachukwu, 2014;Nafiu, Hassan & Alogwuja, 2018;Wang, Zhang, Zhu & Wang, 2020;Budiono, 2009;Fonseca, Pinto & Brito, 2010). However, the result from the test of hypothesis four runs contrary to the studies of Budiono (2009) as well as Fonseca, Pinto and Brito (2010), which revealed that travel time (speed and punctuality) had significant positive relationships with passengers' satisfaction with public bus transportation services.…”

Section: Discussion Of Findingsmentioning

confidence: 54%

“…It is taking passengers to where they need to go at the promised stipulated time without human or technical delays. Transportation service companies can improve their travel time by ensuring that journeys are scheduled and communicated to passengers in time; passengers and their luggage are processed for conveyance without delay; transportation vehicles are reliable and have adequate spare parts; and drivers follow designated routes with minimal expected time of delivery (Saw, Dissanayake, Ali & Bentotage, 2020). By implementing these measures, transportation service companies will be able to significantly reduce their travel time; and enhance the satisfaction of their passengers, especially students, workers and business people, with shorter time to spend on activities like transportation.…”

Section: Travel Time and Passengers' Loyaltymentioning

confidence: 99%

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Service Quality and Passengers’ Loyalty of Public Transportation Companies

E.¹,

A.A.²,

E.J.³

et al. 2021

British Journal of Management and Marketing Studies

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This study examined service quality and passengers’ loyalty of public transportation companies. It was carried out to determine the effects of passengers’ safety, passengers’ comfort, drivers’ competence, travel time and vehicle cleanliness on passengers’ loyalty of public transportation companies. The study adopted cross-sectional survey research design. Primary data were obtained from 228 passengers of public road transportation companies using an adapted structured questionnaire. Data analysis was done using descriptive statistics while multiple linear regression was adopted to test the hypotheses of the study with the aid of the Statistical Package for the Social Sciences (SPSS 23) software. The findings of the study revealed that passengers’ safety, passengers’ comfort, drivers’ competence and vehicle cleanliness had significant positive effects on passengers’ loyalty of public transportation companies, while travel time had a non-significant effect on passengers’ loyalty in this regard. Therefore, the study concluded that, to a large extent, service quality has a significant positive influence on passengers’ loyalty of public transportation companies. Practical implications and suggestions for further studies were made consequently.

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Section: Discussion Of Findingsmentioning

confidence: 54%

Section: Travel Time and Passengers' Loyaltymentioning

confidence: 99%

Service Quality and Passengers’ Loyalty of Public Transportation Companies

E.¹,

A.A.²,

E.J.³

et al. 2021

British Journal of Management and Marketing Studies

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“…Furthermore, ticket reservation was positively identified as an enhancer of passenger satisfaction in Ranjan's (2020) study titled Assessing the Service Quality Attributes Affecting the Satisfaction of Northern Railway Passengers: An Empirical Study, and improvements in reservation facilities were in positive correlation with how likely passengers were to purchase their ticket for that particular company. Saw et al (2020) identify three-station facility-related factors that influence passenger satisfaction: The first parameter includes (Safety, Security and Comfort): Levels of personal safety on the train, personal safety on the station, graffiti and damages done to the station, seat availability, standing room size and space, station lighting, cleanliness on the train. Factor 2 (Quality of the infrastructure): Cleanliness of both the trains and the metro stations, and the façade and its impression on commuters, the level of quality or work order based on the importance of the aspects associated with the station.…”

Section: Reservation Facilitiesmentioning

confidence: 99%

Factors Encouraging Passengers to Prefer Rail Transportation in Iran Based On Law and Rights of Passengers

Razmfarsa

Amidi

Darvishmoghaddam

et al. 2022

JCH

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Platforms are critical components of every rail travel. At the train station, passengers can take benefit of a variety of platform-based amenities whose satisfaction is prioritized. Rail services play a critical role in carrying people and products from point of origin to point of destination. People's mobility has accelerated in recent years, with the ultimate goal of earning a living. Numerous forms of transportation are available to promote accessible modes of transportation to people in diverse parts of the world, including road, rail, air, and sea. Rail transport has developed into one of the most important modes of transport in recent decades in Iran, which is experiencing an increase in demand for rail services. The objective of this research is to identify and rank the elements that influence people's willingness to travel by train. The statistical population is comprised of all passengers who travel by rail on a daily basis, which amounts to approximately 75,000 persons. The statistical sample size was determined using the Morgan table, which yielded 382 passengers. Four factors can be examined when determining whether to increase people's desires: economy, station conditions, journey time, and train conditions, with economy and train conditions being the most essential. The study's conclusions can assist commercial and public railway businesses in providing the required infrastructure and circumstances to boost passenger appeal.Keywords: Economics; Passenger’s Law; Rail Transportation; Station circumstances. Faktor Pendorong Penumpang Untuk Memilih Transportasi Kereta Api di Iran Berdasarkan Hukum dan Hak PenumpangAbstrak Platform adalah komponen penting dari setiap perjalanan kereta api. Di stasiun kereta, penumpang dapat memanfaatkan berbagai fasilitas berbasis peron yang mengutamakan kepuasan. Layanan kereta api memainkan peran penting dalam membawa orang dan produk dari titik asal ke titik tujuan. Mobilitas orang telah meningkat dalam beberapa tahun terakhir, dengan tujuan akhir mencari nafkah. Berbagai bentuk transportasi tersedia untuk mempromosikan moda transportasi yang dapat diakses oleh orang-orang di berbagai belahan dunia, termasuk jalan raya, kereta api, udara, dan laut. Transportasi kereta api telah berkembang menjadi salah satu moda transportasi terpenting dalam beberapa dekade terakhir di Iran, yang mengalami peningkatan permintaan akan layanan kereta api. Tujuan dari penelitian ini adalah untuk mengidentifikasi dan mengurutkan elemen-elemen yang mempengaruhi keinginan masyarakat untuk bepergian dengan kereta api. Populasi statistik terdiri dari semua penumpang yang melakukan perjalanan dengan kereta api setiap hari, yang berjumlah sekitar 75.000 orang. Ukuran sampel statistik ditentukan dengan menggunakan tabel Morgan, yang menghasilkan 382 penumpang. Empat faktor dapat diperiksa ketika menentukan apakah akan meningkatkan keinginan masyarakat: ekonomi, kondisi stasiun, waktu perjalanan, dan kondisi kereta api, dengan ekonomi dan kondisi kereta menjadi yang paling penting. Kesimpulan studi dapat membantu bisnis perkeretaapian komersial dan umum dalam menyediakan infrastruktur dan keadaan yang diperlukan untuk meningkatkan daya tarik penumpang.Kata Kunci: Ekonomi; Hukum Penumpang; Transportasi Kereta Api; Keadaan stasiun

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“…An extended work further identified and analyzed the crucial dimensions of FM services that affect customer satisfaction with shopping malls (Hui et al, 2013). Recently, Saw et al (2020) processed questionnaire survey data by the Principal Component Analysis and Cross Tabulation Analysis to investigate the effect of passengers' perception of various factors that influence passenger satisfaction towards public infrastructures, facilities and services.…”

Section: Customer Satisfaction In Facility Managementmentioning

confidence: 99%

Analytic evaluation of facilities performance from the user perspective: case study on a badminton hall

Shi

Lai

Chau

et al. 2021

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Purpose The purpose of this study is to identify key performance indicators (KPIs) for badminton halls and, through a case study, illustrate how the facilities performance of a university badminton hall can be evaluated from the user perspective. Design/methodology/approach After a desktop literature review, the findings were discussed by a focus group, and the discussion result formed the basis for establishing an analytic hierarchy of facilities performance for the badminton hall. Then, interviews were made with 169 badminton hall users to solicit their perceived facilities’ importance and performance levels of the hall. Using MATLAB, a computer program incorporated with an Analytic Hierarchy Process was devised to compute the importance weights of the performance attributes under assessment. The outcomes were interpreted using an importance-performance evaluation matrix. Findings A facilities performance hierarchy, comprising nine KPIs, was established for the badminton hall. The factors influencing the users’ perceptions, the importance and performance levels of the KPIs and the areas of the hall requiring improvements were identified. Research limitations/implications Future studies can take a similar approach of this study to develop KPIs and facilities performance hierarchies for other types of sports venues. Practical implications The method used to identify the improvements required for the badminton hall can be applied to investigations on other sports facilities. Originality/value The methodology of this research was first applied to study a badminton hall – as reported in this paper.

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Passenger satisfaction towards metro infrastructures, facilities and services

Cited by 15 publications

References 33 publications

Service Quality and Passengers’ Loyalty of Public Transportation Companies

Service Quality and Passengers’ Loyalty of Public Transportation Companies

Factors Encouraging Passengers to Prefer Rail Transportation in Iran Based On Law and Rights of Passengers

Analytic evaluation of facilities performance from the user perspective: case study on a badminton hall

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