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Exploring Passenger Loyalty and Related Factors for Urban Railways in Thailand

Author

Listed:
  • Nattiya Wonglakorn

    (Program in Energy and Logistics Management Engineering, School of Mechanical Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, Thailand)

  • Vatanavongs Ratanavaraha

    (School of Transportation Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, Thailand)

  • Ampol Karoonsoontawong

    (Department of Civil Engineering, King Mongkut’ University of Technology Thonburi, Bangkok 10140, Thailand)

  • Sajjakaj Jomnonkwao

    (School of Transportation Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, Thailand)

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.

Suggested Citation

  • Nattiya Wonglakorn & Vatanavongs Ratanavaraha & Ampol Karoonsoontawong & Sajjakaj Jomnonkwao, 2021. "Exploring Passenger Loyalty and Related Factors for Urban Railways in Thailand," Sustainability, MDPI, vol. 13(10), pages 1-15, May.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:10:p:5517-:d:555053
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    References listed on IDEAS

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    Cited by:

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    2. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Mohd Haniff Osman & Faridah Hanim Khairuddin & Nur Mustakiza Zakaria, 2022. "An Empirical Study of Passengers’ Perceived Satisfaction with Monorail Service Quality: Case of Kuala Lumpur, Malaysia," Sustainability, MDPI, vol. 14(11), pages 1-17, May.
    3. Nattiya Wonglakorn & Anon Chantaratang & Cherdsak Suksiripattanapong & Karn Na Sritha & Warunee Aunphoklang & Nattida Ninjinda & Wilasinee Keerakittisakul, 2023. "The Development of Service Metrics Indicators of a Public Transportation Service Case Study: Intercity Trains in Nakhon Ratchasima Province, Thailand," Sustainability, MDPI, vol. 15(15), pages 1-12, July.
    4. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Mohd Haniff Osman & Muhamad Razuhanafi Mat Yazid & Munzilah Md. Rohani, 2022. "The Influence of Service Quality on User’s Perceived Satisfaction with Light Rail Transit Service in Klang Valley, Malaysia," Mathematics, MDPI, vol. 10(13), pages 1-21, June.

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