The influence of service quality on tourist loyalty: a case of electric train services

Mohamad, Noraihan

doi:10.1504/ijkmth.2022.124084

Cited by 4 publications

(6 citation statements)

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“…Tourist Satisfaction: According to Oliver (1997) as cited in (Saayman et al, 2018), tourist satisfaction is defined as a determination that a feature of a good or service, or the good or service itself, offered a delightful level of consumption-related fulfillment, including levels of excess and under fulfillment. Satisfaction is a component of attitude that persistently predicts loyalty (Mohamad, 2022). Ercan et al (2023) stated tourist satisfaction has been studied for decades by researchers who applied a variety of approaches to examine tourists' satisfaction levels.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Furthermore, although most people believe that service quality is a factor in determining customer satisfaction, there is debate over the type of relationship that exists between satisfaction and behavioral intentions. Service quality is always the main issue when it comes to public transport (Mohamad, 2022). Most passengers expressed dissatisfaction with the level of service in terms of the punctuality of train arrival and departure (Mat et al, 2019).…”

Section: Accessibilitymentioning

confidence: 99%

“…According to Cao & Cheng (2012) studies, cleanliness and comfort of high-speed train compartments are the most satisfactory factors for tourists, especially long-distance tourists, train compartment cleanliness and comfort affect the travel effects and the quality of travel. A study by Mohamad (2022) showed that the comfort and cleanliness of trains had an impact on the most attractive feature of using the ETS system. Other studies stated providing passengers with comforts like cleanliness and air conditioning enhances their traveling satisfaction (Abdul Rahim & Mohamad Nor, 2021;Omar et al 2022).…”

Section: Accessibilitymentioning

confidence: 99%

“…Railway trains are considered one of the basic forms of public transport that can deliver services to tourists or locals. Public transportation systems, such as railways, are an integral component of the public transport network that plays a crucial role in mitigating traffic congestion, particularly during rush hours and holiday seasons (Mohamad, 2022). Minimizing stop-and-go driving and decreasing fuel consumption, not only saves passengers' time and energy but also reduces traffic congestion.…”

Section: Introductionmentioning

confidence: 99%

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Factors Influencing Tourists’ Satisfaction on Electric Train Service (ETS)

Akhuan,

Halim,

Ahmad

et al. 2024

IMBR

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This study investigates the use of Electric Train Services (ETS) railway service by tourists. It seeks to understand factors influencing tourists’ satisfaction with ETS train services. Data were collected from a survey with convenience and purposive sampling by selected tourists in ETS station in Kuala Lumpur Sentral. Theoretical frameworks for research units like the four dimensions of the level of satisfaction (accessibility, service quality, traveling comfort, cost). 213 respondents were gathered through a combination of a direct approach and an online survey using Google Forms. The data collected was analyzed using SPSS 27 and Excel. The findings revealed strong correlations between all the listed aspects and tourist satisfaction. Overall, tourists were highly satisfied with the ETS train services at KL Sentral. Consequently, this study contributes to our understanding of how tourists perceive and experience the ETS service. The conclusion of the study delves into the results obtained and explores potential implications and future possibilities.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Accessibilitymentioning

confidence: 99%

Section: Accessibilitymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Factors Influencing Tourists’ Satisfaction on Electric Train Service (ETS)

Akhuan,

Halim,

Ahmad

et al. 2024

IMBR

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“…It has been demonstrated that tourists’ experiences significantly impacted tourists’ behavior. For example, Mohamad (2022) concluded that tourists’ experience of the quality of electric train services significantly impacted their loyalty. Zhou et al (2022) determined that tourists’ experience of the quality and value of online car-hailing had a significant impact on both their satisfaction and loyalty.…”

Section: Literature Reviewmentioning

confidence: 99%

Factors influencing tourists’ shared bicycle loyalty in Hangzhou, China

Zhou

Xiong²,

Li³

et al. 2022

Front. Psychol.

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Focusing on Hangzhou, a famous tourist city in China, in this study, four regression models were constructed through four items of tourist loyalty to investigate the influence of tourist perceptions and characteristics on male and female tourist loyalty to shared bicycles. A questionnaire survey and ordered logistic regression model techniques were used. Survey data from 467 tourists indicated that there were significant differences between male and female tourists. For male tourists, their willingness to reuse shared bicycles (Models 1 and 2) was positively correlated with ease of access to cycles, environmental awareness, psychological benefit, and management provision; however, their willingness to recommend shared bicycles (Models 3 and 4) was only affected by environmental awareness, psychological benefit, and management provision. Among female tourists, willingness to reuse shared bicycles (Models 1 and 2) was affected by ease of access to cycles, environmental awareness, and rule adherence, while their willingness to recommend shared bicycles (Models 3 and 4) was affected by ease of access to cycles, environmental awareness, psychological benefit, and managerial provision. In addition, female tourists’ socio-demographic and behavioral characteristics had a significant impact on their loyalty, among which length of stay in Hangzhou and education were significant in the four regression models, and number of visits to Hangzhou had a positive impact on female tourists’ willingness to reuse (Models 1 and 2). In addition, female tourists who used Hellobike had higher willingness to reuse and recommend than those who used Mobike. For male tourists, only length of stay in Hangzhou had a significant impact on their reuse intention (Model 2). The current study extends the theory of attribution to explore the factors which may affect tourist’s loyalty to bicycle-sharing from the perspectives of tourists’ perceptions. It will provide further support to decision makers in the development of new shared-bicycle systems at Chinese tourist destinations, with the aim of strengthening tourist loyalty to shared-bicycle programs.

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Evaluating Users’ Satisfaction on Urban Railway Based on Service Quality Model: The Study on KLIA Express in Malaysia

Du,

Sang

2024

Advances in Science, Technology &Amp; Innovation

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The influence of service quality on tourist loyalty: a case of electric train services

Cited by 4 publications

References 0 publications

Factors Influencing Tourists’ Satisfaction on Electric Train Service (ETS)

Factors Influencing Tourists’ Satisfaction on Electric Train Service (ETS)

Factors influencing tourists’ shared bicycle loyalty in Hangzhou, China

Evaluating Users’ Satisfaction on Urban Railway Based on Service Quality Model: The Study on KLIA Express in Malaysia

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