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

Bakti, Iriana; Rakhmawati, Tri; Sumaedi, Sik; Damayanti, Sih

doi:10.1016/j.trpro.2020.08.016

Cited by 12 publications

(9 citation statements)

References 17 publications

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“…As one typical public service sector, the on-board cleanliness and available facilities at FAO metro stations will also influence passenger satisfaction. Safety. Safety is always considered as one key dimension of public transport service quality scales (Bakti et al , 2020; Eboli and Mazzulla, 2011; Eboli et al , 2016; Kim et al , 2018; Machado-León et al , 2018; Stuart et al , 2000). Because metro stations are usually complex, clear signalization and safety facilities are essential in case of metro operation accidents.…”

Section: Discussionmentioning

confidence: 99%

“…Our study follows a structured scale development procedure that has been adopted in many previous research (Bakti et al , 2020; Barabino et al , 2012; Demoulin and Djelassi, 2016; de Oña et al , 2013). The procedure consists of three phases, as shown in Figure 1.…”

Section: Scale Developmentmentioning

confidence: 99%

“…Service (frequency, punctuality, speed, proximity, fare, information), comfort (cleanliness, space, temperature and accessibility) and personnel (safety and courtesy)Liou et al (2014) Driver attitude, equipment, convenience and reliability Urban railCavana and Corbett (2007) Tangibles, reliability, responsiveness, assurance, empathy, comfort, connectivity and convenienceChou et al (2014) Car cleanness, neat appearance of employee, employee service attitude, comfort of air conditioning and on-time performanceEboli et al (2016) Safety, cleanliness, comfort, service, other information and personnelIsikli et al (2017) Waiting time, crowdedness in cars and fareKim et al (2018) Information, mobility, comfort, convenience and safetyBakti et al (2020) Utilitarian dimensions (tangibles, reliability, safety and information), hedonic dimensions (education, aesthetics, entertainment and identity) and filter variables (customer measurement knowledge and image)Ibrahim et al (2020) Availability of service, accessibility of service, ticket or pass, punctuality, clarity of information, quality of customer service,…”

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confidence: 99%

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Service quality scale development for fully automatic operation metro system

Zhang

et al. 2022

IJQSS

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Purpose Fully automatic operation (FAO) metro system is the trend of urban rail in modern cities. This study aims to develop a service quality scale for measuring passenger service perception in the context of FAO metro system. Design/methodology/approach Based on the interviews and the dimensions proposed in the previous service quality scales of the public transport sector, this study develops a multidimension service quality scale. Face-to-face interviews and surveys are conducted to obtain the riding experience and satisfaction of passengers in the metro stations of Beijing Subway Yanfang Line and Beijing Daxing International Airport Express that are FAO metro lines. Reliability, validity and nomological validity of our scale are demonstrated. Findings Six dimensions (i.e. tangibles, information, safety, efficiency, empathy and innovation) and 22 items are included in the scale through quantitative analysis. It is found that all of the six dimensions have a significant relationship with passenger satisfaction. Especially information and innovation are the more important dimensions of FAO metro system service quality. Originality/value This study contributes to the service quality literature in the public transport sector taking the FAO metro system as the object. The findings may provide a guide for the FAO metro operators to evaluate and improve their service quality.

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Section: Discussionmentioning

confidence: 99%

Section: Scale Developmentmentioning

confidence: 99%

mentioning

confidence: 99%

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Service quality scale development for fully automatic operation metro system

Zhang

et al. 2022

IJQSS

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“…Safety concerns must be addressed by implementing robust security measures, raising awareness, and fostering a secure environment. Additionally, improving connectivity by integrating the IOP Publishing doi:10.1088/1755-1315/1263/1/012027 5 KRL system with other modes of transportation and expanding its reach to underserved areas can enhance its usability and convenience for commuters [4].…”

Section: Perceptions Of the Krl System As A Sustainable Transportatio...mentioning

confidence: 99%

“…Investigating public perceptions is paramount due to its pivotal influence on adopting and utilizing the KRL system as a sustainable transportation option [4]. Positive perceptions have the potential to act as catalysts, stimulating increased ridership and garnering greater support for sustainable transportation policies [5].…”

Section: Introductionmentioning

confidence: 99%

Beyond traffic jams: public perceptions of Jabodetabek Commuter Line (KRL) System for sustainable urban development

Hidayati

2023

IOP Conf. Ser.: Earth Environ. Sci.

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Jabodetabek Commuter Line (KRL) is an essential transportation infrastructure that connects the city’s suburbs with the central business district. Despite the system’s expansion in recent years, there needs to be more research on how the public perceives the KRL system as a sustainable transportation option and how these perceptions might influence the system’s effectiveness in achieving sustainable urban development goals. This study aims to understand how Jabodetabek residents perceive the KRL system as a sustainable transportation option. The method of this study is qualitative research with in-depth interviews. The study found that Jabodetabek residents perceive the KRL system as a sustainable transportation option for their daily needs. The participants identified several positive aspects of the KRL system, including its affordability, convenience, and environmental friendliness. However, the study also revealed negative perceptions, such as safety concerns and limited connectivity. Positive perceptions of the KRL system can lead to increased usage and greater support for sustainable transportation policies, whereas negative perceptions can have the opposite effect by reducing usage and decreasing support for sustainability initiatives. These findings indicate the importance of understanding the public’s perception of sustainable transportation options in achieving sustainable urban development goals. These insights inform sustainable transportation policymaking and contribute to global knowledge about sustainable cities and communities.

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Interval Type-2 Trapezoidal Fuzzy AHP and Modified Delphi Method: Evaluation of Railway Transportation for Istanbul, Turkey

Taskin,

Tumsekcali

2023

Studies in Fuzziness and Soft Computing

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

Cited by 12 publications

References 17 publications

Service quality scale development for fully automatic operation metro system

Service quality scale development for fully automatic operation metro system

Beyond traffic jams: public perceptions of Jabodetabek Commuter Line (KRL) System for sustainable urban development

Interval Type-2 Trapezoidal Fuzzy AHP and Modified Delphi Method: Evaluation of Railway Transportation for Istanbul, Turkey

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