Exploring passenger loyalty and related factors for urban railways in Thailand
Journal article
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Publication Details
Author list: Wonglakorn N., Ratanavaraha V., Karoonsoontawong A., Jomnonkwao S.
Publisher: MDPI
Publication year: 2021
Volume number: 13
Issue number: 10
Start page: 1
End page: 15
Number of pages: 15
ISSN: 2071-1050
eISSN: 2071-1050
Languages: English-Great Britain (EN-GB)
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Abstract
The research investigates the relationships among indicators related to the loyalty of urban railways passenger in Thailand at three routes, which consisted of BTS Sky train, MRT, and Airport Rail Link. The research instrument was 600 questionnaires, and the purpose was to study the indicators that affected perceived service quality and passenger loyalty by using structural equation modeling. The analysis of influence information that affects passenger loyalty revealed that trust, satisfaction, appreciation, cost of service changing, and relationships have an effect on passenger loyalty, statistically significant at 0.01. The satisfied variable was an important variable that affected passenger loyalty and was directly influenced by trust, appreciation, and perceived service quality. The perceived service quality was measured using 36 indicators and grouped into five complement groups, which were station, news, services, staffs, and vehicle, respectively. The research finding was that the cooperation concern with urban railway service can apply the result to the marketing development strategy to be a sustainable method of standardized service and urban railways system improvement. © 2021 by the authors. Licensee MDPI, Basel, Switzerland.
Keywords
Loyalty, Structural equation modeling, Urban railway
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