Switching intention, WOM and quality of public transport services: A case of the Kuala Lumpur conurbation

Hamzah, Muhammad Iskandar; Wahab, Siti Norida; Rashid, Muhammad Hafiz Abd; Voon, Boo Ho

doi:10.1016/j.multra.2023.100082

Cited by 9 publications

(5 citation statements)

References 44 publications

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“…Empathy refers to a firm's capacity to deliver customer care and attention. The research findings by Hamzah et al [30] emphasize the importance of empathy as a distinct and crucial element of service quality. It plays a central role in enhancing passengers' satisfaction with railway services in the post-epidemic period.…”

Section: Servqualmentioning

confidence: 99%

“…and personalized attention to its customers [26]. Achieving this hinges on employee ing aimed at providing exceptional and empathetic service, marked by individual a tiveness and an unwavering commitment to prioritizing passengers' best interests Notably, research findings by Hamzah et al [30] underscore the significance of emp as a specific and pivotal component of service quality. Furthermore, several other fa emerge as noteworthy indicators of urban rail service quality, encompassing tangib responsiveness, general service, reliability, among others (as illustrated in Figure 3).…”

Section: The Key Indicators For Improving Urban Rail Service For Post...mentioning

confidence: 99%

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Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand

Wisutwattanasak,

Champahom,

Jomnonkwao

et al. 2023

Logistics

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Background: Scholars have indicated differences in the attitudes of urban and non-urban populations, especially after the COVID-19 outbreak, which extend to their needs and expectations regarding rail transport development. The aim of this study is to enhance the quality of train services in the post-pandemic era, and multigroup analysis will be applied to achieve the difference in area context. Methods: The research data were collected from rail transport users throughout Thailand, consisting of 665 urban and 935 rural users. The questionnaires primarily focused on user expectations regarding rail service quality and travel conditions in the post-pandemic landscape using multigroup confirmatory factor analysis (MCFA). Results: The results unveiled significant variations in user trends and needs across different contexts and areas. In urban settings, there was a notably higher overall service expectation compared to rural areas. Specifically, urban users prioritized factors such as accessibility and service empathy, whereas rural rail users placed greater emphasis on staff quality and reasonable pricing. Conclusions: These findings furnish rail transport service agencies with valuable insights and guidance for comprehending their users’ needs. They can develop appropriate organizational strategies, service quality enhancements, and policy adjustments tailored to the unique demands of urban and rural areas in the post-pandemic era, thereby ensuring sustainability. Additionally, the methodology of multigroup analysis served as a significant scientific contribution; this showed that the statistical analysis of different area contexts in the study should not be ignored.

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Section: Servqualmentioning

confidence: 99%

Section: The Key Indicators For Improving Urban Rail Service For Post...mentioning

confidence: 99%

Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand

Wisutwattanasak,

Champahom,

Jomnonkwao

et al. 2023

Logistics

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“…By effectively communicating your proficiency to customers through various means such as displaying credentials, industry certifications, or sharing customer testimonials, you reinforce their trust in your business. Nguyen-Phuoc et al [19] work reported that providing a safe public transportation environment is critical in shaping passengers' loyalty intentions because people are exposed to critical incidents throughout the service delivery, whether during access or egress, waiting at transit terminals or stops, or onboard [36]. The pandemic has heightened passengers' concerns about safety and well-being during travel.…”

Section: Assurancementioning

confidence: 99%

“…By training employees on delivering exceptional and empathetic service, where warm smiles and engaging conversations are frequent occurrences, you can surpass customer expectations [21]. [36] findings indicated that empathy is the specific service quality component of primary importance and performance, increasing passengers' satisfaction. The pandemic has brought forth a wide range of emotional responses from passengers, including fear and anxiety.…”

Section: Empathymentioning

confidence: 99%

Examining the Impact of Service Quality on Passengers’ Intentions to Utilize Rail Transport in the Post-Pandemic Era: An Integrated Approach of SERVQUAL and Health Belief Model

Wisutwattanasak,

Champahom,

Jomnonkwao

et al. 2023

Behavioral Sciences

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The COVID-19 pandemic has significantly disrupted railway transportation in developing countries, resulting in reduced passenger demand and economic activity. As a result of the pandemic effect, there is an increased focus on health and safety among potential passengers. To address this issue, the present study aimed to investigate the fundamental factors that contribute to railway transportation service quality (SERVQUAL) and the intention to use intercity train services in Thailand using the health belief model (HBM), with 1600 passenger participants using structural equation modeling (SEM). The findings demonstrated that train operators’ service standards remain vital to passengers, and the HBM had a statistically significant impact on shaping passengers’ intentions to use train services after an epidemic. These results can inform rail agencies and health authorities when developing policies and strategies to prioritize both business and passenger safety on intercity trains.

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“…As an increase in the number of passengers, the world road transport organization aims to provide a high quality of services to passengers especially in the rural area (Katamadze & Katamadze, 2023). Competition in the transportation sector is increased as the demand for public transportation is increased but it can lead to more complexity than make it difficult to overcome the worse situation (Hamzah et al, 2023). Customers are more interested to establish a relationship with those service providers that best meet their expectations (Kim et al, 2023).…”

Section: Introductionmentioning

confidence: 99%

Managing Consumer Anger And Consumer Forgiveness Through Service Recovery Strategies In Transportation Sector

Gul,

Saeed

2024

RJSI

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The purpose of this study was to examine the effect of service failure severity and consumer anger towards consumer forgiveness and empirically examine the relationship of the effective recovery strategies, consumer forgiveness, and their outcome. Total data was collected from 250 commuters of organized bus services. The survey technique was used for data collection from the commuters of organized bus services. This study was analyzed the data with the help of the data statistical package for social science (SPSS) AMOS version 21 will be used for analyzing the data. The findings reveal that service failure severity and consumer anger have significantly negative related to consumer forgiveness and apology as effective recovery strategy was led more to consumer forgiveness. This research only focuses on one company as one of the limitations of this research that may influence the results presented in this study. The current study is limited to empirically test the direct relationship with consumer forgiveness. This research used non-probability sampling techniques, which cannot describe all the population in Lahore. Service failure severity reduces the willingness of forgiveness and service providers should check all factors that lead to the severity of services. Most importantly, the current study demonstrated that an effective recovery strategy requires the right recovery strategy which leads to consumer forgiveness.

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Switching intention, WOM and quality of public transport services: A case of the Kuala Lumpur conurbation

Cited by 9 publications

References 44 publications

Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand

Modeling Extended Service Quality for Public Transportation in the Post-Pandemic Period: Differentiating between Urban and Rural Areas: A Case Study of Intercity Railway, Thailand

Examining the Impact of Service Quality on Passengers’ Intentions to Utilize Rail Transport in the Post-Pandemic Era: An Integrated Approach of SERVQUAL and Health Belief Model

Managing Consumer Anger And Consumer Forgiveness Through Service Recovery Strategies In Transportation Sector

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