Exploring Passenger Loyalty and Related Factors for Urban Railways in Thailand

Nattiya Wonglakorn, Vatanavongs Ratanavaraha, Ampol Karoonsoontawong and Sajjakaj Jomnonkwao
Additional contact information
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

Sustainability, 2021, vol. 13, issue 10, 1-15

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.

Keywords: indicators; service quality; urban railway; loyalty; structural equation modeling (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (4)

Downloads: (external link)
https://www.mdpi.com/2071-1050/13/10/5517/pdf (application/pdf)
https://www.mdpi.com/2071-1050/13/10/5517/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:13:y:2021:i:10:p:5517-:d:555053

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().