Examining customer satisfaction’s influence on word of mouth and repeat purchase intentions in metro rail services

Tran Tuan Anh (), Nguyen Thi Binh Minh, Duong Thi Thu Thinh and Khuc Dinh Nam
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Tran Tuan Anh: Hoa Sen University, Ho Chi Minh City, Viet Nam
Nguyen Thi Binh Minh: Nong Lam University, Ho Chi Minh City, Viet Nam
Duong Thi Thu Thinh: Nong Lam University, Ho Chi Minh City, Viet Nam
Khuc Dinh Nam: Nong Lam University, Ho Chi Minh City, Viet Nam

HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, 2026, vol. 16, issue 4, 40-59

Abstract: This study examines the customer satisfaction development model and its impact on word-of-mouth intention and repeat purchase intention for Metro services in Ho Chi Minh City. Utilizing the American Customer Satisfaction Index (ACSI) model, the study measures the relationship between customer satisfaction and these two behavioral intentions based on survey data from 504 Metro users. The results of the PLS-SEM analysis reveal the influence of various factors on overall satisfaction, as well as the impact of satisfaction on word-of-mouth intention and repeat purchase intention. The findings provide important empirical evidence to optimize Metro service quality, enhance user experience, and encourage public transportation usage. Additionally, the study contributes to shaping sustainable urban transportation strategies, reducing congestion, and improving the quality of life in Ho Chi Minh City.

Keywords: ACSI model; metro; public transportation; repeat purchase intention; satisfaction; urban mobility; word-of-mouth intention (search for similar items in EconPapers)
JEL-codes: M10 M15 M39 (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:bjw:econen:v:16:y:2026:i:4:p:40-59

DOI: 10.46223/HCMCOUJS.econ.en.16.4.4192.2026

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