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

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  • Noraihan Mohamad

Abstract

Electric train services (ETS) is the first high-speed intercity train system in Malaysia that significantly contributed to the nation's economy and tourism industry. This study examined the impacts of service quality of ETS towards tourist satisfaction and loyalty. Data were generated through a self-administered survey. A total of 360 responses from tourists who travelled to and from Kuala Lumpur Sentral and Padang Besar, Malaysia were collected and were subjected to technical analysis of partial least square-structural equation modelling (PLS-SEM). This study demonstrated the significant impact of service quality towards tourist satisfaction and loyalty toward ETS. Finally, valuable recommendations are presented.

Suggested Citation

  • Noraihan Mohamad, 2022. "The influence of service quality on tourist loyalty: a case of electric train services," International Journal of Knowledge Management in Tourism and Hospitality, Inderscience Enterprises Ltd, vol. 2(4), pages 315-330.
    • Handle: RePEc:ids:ijkmth:v:2:y:2022:i:4:p:315-330
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