The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China

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.

Research on Evaluating the Sustainable Operation of Rail Transit System Based on QFD and Fuzzy Clustering

“…Recently, customer demand is particularly important in the study of sustainable operation of rail transit. Soltanpour et al [ 14 ] considered the customer satisfaction and quantified passenger satisfaction of transport services; Wang et al [ 15 ] assessed service quality and customer satisfaction on rail transit passengers’ reuse intention. They believe that sustainable operation of rail transit system must meet customer requirements to the greatest extent.…”

“…Additionally, some scholars also focus on energy conservation strategies and service quality levels on sustainable operation of rail transit [ 9 , 10 , 11 , 12 , 13 ]. Recently, customer demand is particularly important in the study of sustainable operation of rail transit [ 14 , 15 ]. Following the people-oriented principle, it is necessary to consider sustainable operation from the perspective of customers [ 15 ].…”

“…Recently, customer demand is particularly important in the study of sustainable operation of rail transit [ 14 , 15 ]. Following the people-oriented principle, it is necessary to consider sustainable operation from the perspective of customers [ 15 ]. Therefore, this study aims to achieve the sustainable development from the perspective of customer requirements, so as to correctly solve the following problems: (1) How to describe the relationship between customer requirements and operational strategies by establishing a sustainable and operational rail transit system?…”

Analyzing the Antecedents (I.E., Service Price and Service Quality) and Consequences (I.E., Repurchase Intention and Customer Loyalty) Of Customer Satisfaction in Transportation Industry of Ghana: The Mediated Model.

“…Customer satisfaction is considered to be the most important factor whether it is meant for a product or a service. Therefore, this study aims to evaluate the antecedents service price and service quality affecting the customer satisfaction in bus services and its consequences customer loyalty (Chang & Yeh, 2017) and passenger repurchase intentions (Wang et al, 2020). In addition, this study investigate the mediating role of customer satisfaction between service quality and customer loyalty.…”

Impact of Service Quality Dimensions on Customer Satisfaction in Commercial Bank

“…The bank should focus their endeavors to improve service quality and delight their customers (Radomir et al,2010). A number of studies have been conducted on the impact of service quality dimensions on customer satisfaction (Khan, Raza & M, Hasnain & Fatima, Maham, 2018, Farooq, 2018, Wang et al, 2020.This paper seeks to understand comprehensive the key dimensions and factors of service quality in the bank of Biratnagar and how does the identified factors impact on customer satisfaction level of banking customers.…”