Tác động của môi trường xã hội đến lòng trung thành của hành khách sử dụng tàu điện nội đô tại Hà Nội
Email:
npqduy@dut.udn.vn
Từ khóa:
Tàu điện, giao thông công cộng, sự hài lòng, lòng trung thành, môi trường xã hội
Tóm tắt
Các yếu tố liên quan đến môi trường xã hội, an toàn và an ninh đã được chứng minh là những yếu tố quan trọng trong việc xây dựng lòng trung thành của khách hàng trong lĩnh vực kinh doanh, tuy nhiên rất ít nghiên cứu xem xét đến tác động của các yếu tố này trong lĩnh vực giao thông, đặc biệt là giao thông công cộng. Do đó, nghiên cứu này đã phát triển một mô hình lý thuyết để giải thích mối quan hệ giữa yếu tố môi trường xã hội và yếu tố an toàn, an ninh đối với lòng trung thành của hành khách sử dụng dịch vụ tàu điện nội đô. Dữ liệu đã được thu thập thông qua khảo sát trực tiếp từ 450 hành khách sử dụng dịch vụ tàu điện tại Hà Nội. Mô hình phương trình cấu trúc (SEM) được sử dụng để kiểm tra các mối quan hệ giữa các yếu tố trong mô hình đề xuất, và những phát hiện đã cung cấp cho chúng ta những hiểu biết sâu hơn về quan hệ của các yếu tố trong mô hình nghiên cứu. Nghiên cứu này cũng đưa ra một số đề xuất cụ thể để các nhà cung cấp dịch vụ vận tải công cộng cải thiện lòng trung thành của khách hàng, từ đó tăng lượng người dùngTài liệu tham khảo
[1]. D. Q. Nguyen-Phuoc, G. Currie, C. De Gruyter, W. Young, Net impacts of streetcar operations on traffic congestion in Melbourne, Australia, Transportation Research Record, 2648 (2017) 1-9. https://doi.org/10.3141/2648-01
[2]. D. Q. Nguyen-Phuoc, G. Currie, C. De Gruyter, W. Young, Congestion relief and public transport: An enhanced method using disaggregate mode shift evidence, Case Studies on Transport Policy, 6 (2018) 518-528. https://doi.org/10.1016/j.cstp.2018.06.012
[3]. T. Nguyên, Các giải pháp phát triển vận tải hành khách công cộng hiệu quả, (2022). https://plo.vn/cac-giai-phap-phat-trien-van-tai-hanh-khach-cong-cong-hieu-qua-post691090.html
[4]. P. T. Trang, Tuyến đường sắt đô thị đầu tiên tại Việt Nam được nhân dân Thủ đô đón nhận, . (2022). https://baochinhphu.vn/tuyen-duong-sat-do-thi-dau-tien-tai-viet-nam-duoc-nhan-dan-thu-do-don-nhan-102220117153055423.htm#:~:text=(Chinhphu.vn)%20%2D%20Tuy%E1%BA%BFn,c%C3%B3%20m%E1%BA%B7t%20%E1%BB%9F%20Vi%E1%BB%87t%20Nam.
[5]. T. Nguyen, D. Q. Nguyen-Phuoc, Y. D. Wong, Developing artificial neural networks to estimate real-time onboard bus ride comfort, Neural Computing and Applications, 33 (2021) 5287-5299. https://doi.org/10.1007/s00521-020-05318-3
[6]. A. Imaz, K. M. Nurul Habib, A. Shalaby, A. O. Idris, Investigating the factors affecting transit user loyalty, Public Transport, 7 (2015) 39-60. https://doi.org/10.1007/s12469-014-0088-x
[7]. J.-S. Chou, C. Kim, A structural equation analysis of the QSL relationship with passenger riding experience on high speed rail: An empirical study of Taiwan and Korea, Expert Systems with Applications, 36 (2009) 6945-6955. https://doi.org/10.1016/j.eswa.2008.08.056
[8]. D. Q. Nguyen-Phuoc, T. Nguyen, D. N. Su, P. T. Le, O. Oviedo-Trespalacios, How do social cues from other passengers affect word-of-mouth and intention to continue using bus services? A second-order SEM approach, Transportation Research Part A: Policy and Practice, 158 (2022) 302-320. https://doi.org/10.1016/j.tra.2022.02.009
[9]. Y. Xue, J. Chen, Research on the influence of Service quality, passenger satisfaction and passenger loyalty on Fuzhou Metro Line 1, International Journal of New Developments in Engineering and Society, 3 (2019) 117-125. https://doi.org/10.25236/IJNDES.030417
[10]. H.-J. Chang, M. Eckman, R.-N. Yan, Application of the Stimulus-Organism-Response model to the retail environment: the role of hedonic motivation in impulse buying behavior, The International Review of Retail, Distribution and Consumer Research, 21 (2011) 233-249. https://doi.org/10.1080/09593969.2011.578798
[11]. M. Dzandu, B. Pathak, S. Gulliver, Stimulus-Organism-Response model for understanding autonomous vehicle adoption in the UK, (2020) 2-4. https://centaur.reading.ac.uk/91325/
[12]. L. Djakfar, M. Bria, A. Wicaksono, How employees choose their commuting transport mode: analysis using the stimulus-organism-response model, Journal of advanced transportation, 2021 (2021) 1-16. https://doi.org/10.1155/2021/5555488
[13]. D. Van Lierop, M. G. Badami, A. M. El-Geneidy, What influences satisfaction and loyalty in public transport? A review of the literature, Transport Reviews, 38 (2018) 52-72. https://doi.org/10.1080/01441647.2017.1298683
[14]. E. B. Lunke, Commuters’ satisfaction with public transport, Journal of Transport & Health, 16 (2020) 100842. https://doi.org/10.1016/j.jth.2020.100842
[15]. W.-T. Lai, C.-F. Chen, Behavioral intentions of public transit passengers—The roles of service quality, perceived value, satisfaction and involvement, Transport Policy, 18 (2011) 318-325. https://doi.org/10.1016/j.tranpol.2010.09.003
[16]. J. Zhao, V. Webb, P. Shah, Customer loyalty differences between captive and choice transit riders, Transportation Research Record, 2415 (2014) 80-88. https://doi.org/10.3141/2415-09
[17]. M. J. S. Bitner, the Impact of Physical Surroundings on Customers and Employees Journal of Marketing, 56 (1992) 57-71. https://doi.org/10.1177/002224299205600205
[18]. B. Latané, The psychology of social impact, American psychologist, 36 (1981) 343. https://psycnet.apa.org/doi/10.1037/0003-066X.36.4.343
[19]. E. D. Brocato, C. M. Voorhees, J. Baker, Understanding the influence of cues from other customers in the service experience: A scale development and validation, Journal of Retailing, 88 (2012) 384-398. https://doi.org/10.1016/j.jretai.2012.01.006
[20]. V. Ceccato, Safety on the move: Crime and perceived safety in transit environments, Security Journal, 27 (2014) 127-131. https://doi.org/10.1057/sj.2014.11
[21]. S. Kim, G. F. Ulfarsson, J. T. Hennessy, Analysis of light rail rider travel behavior: Impacts of individual, built environment, and crime characteristics on transit access, Transportation Research Part A: Policy and Practice, 41 (2007) 511-522. https://doi.org/10.1016/j.tra.2006.11.001
[22]. C. A. Ottoni, J. Sims-Gould, M. Winters, Safety perceptions of older adults on an urban greenway: Interplay of the social and built environment, Health & Place, 70 (2021) 102605. https://doi.org/10.1016/j.healthplace.2021.102605
[23]. J. B. Ingvardson, O. A. Nielsen, The influence of vicinity to stations, station characteristics and perceived safety on public transport mode choice: a case study from Copenhagen, Public Transport, 14 (2022) 459-480. https://doi.org/10.1007/s12469-021-00285-x
[24]. K. R. Stuart, M. Mednick, J. Bockman, Structural equation model of customer satisfaction for the New York City subway system, Transportation Research Record, 1735 (2000) 133-137. https://doi.org/10.3141/1735-16
[25]. Y. Wang, Z. Zhang, M. Zhu, H. Wang, The impact of service quality and customer satisfaction on reuse intention in urban rail transit in Tianjin, China, Sage Open, 10 (2020) 2158244019898803. https://doi.org/10.1177/2158244019898803
[26]. J. F. Hair Jr, G. T. M. Hult, C. M. Ringle, M. Sarstedt, N. P. Danks, S. Ray, Partial least squares structural equation modeling (PLS-SEM) using R: A workbook, (2021) https://doi.org/10.1007/978-3-030-80519-7
[27]. K. G. Joreskog, Structural analysis of covariance and correlation matrices, Psychometrika, 43 (1978) 443-477. https://doi.org/10.1007/BF02293808
[28]. J.-B. Lohmoller, J.-B. Lohmoller, Predictive vs. structural modeling: Pls vs. ml, Latent variable path modeling with partial least squares, (1989) 199-226. https://doi.org/10.1007/978-3-642-52512-4_5
[29]. M. Sarstedt, C. M. Ringle, J. Henseler, J. F. Hair, On the emancipation of PLS-SEM: A commentary on Rigdon (2012), Long range planning, 47 (2014) 154-160. https://doi.org/10.1016/j.lrp.2014.02.007
[30]. J. Henseler, C. M. Ringle, M. Sarstedt, A new criterion for assessing discriminant validity in variance-based structural equation modeling, Journal of the academy of marketing science, 43 (2015) 115-135. https://doi.org/10.1007/s11747-014-0403-8
[31]. M. Treisman, Stimulus‐response theory and expectancy, British Journal of Psychology, 51 (1960) 49-60. https://doi.org/10.1111/j.2044-8295.1960.tb00724.x
[32]. K. L. Wakefield, J. G. Blodgett, The effect of the servicescape on customers’ behavioral intentions in leisure service settings, Journal of Services Marketing, 10 (1996) 45-61. https://doi.org/10.1108/08876049610148594
[33]. F. Ali, R. Omar, Determinants of customer experience and resulting satisfaction and revisit intentions: PLS-SEM approach towards Malaysian resort hotels, Asia-Pacific Journal of Innovation in Hospitality and Tourism (APJIHT), 3 (2014) 1-19. https://doi.org/10.7603/s40930-014-0010-2
[34]. F. Firmansyah, The influence of facility, timeliness and trust with satisfaction as intervening variables towards loyalty of executive train passengers of Surabaya Gubeng station, International Journal of Economics, Business and Accounting Research (IJEBAR), 4 (2020) https://jurnal.stie-aas.ac.id/index.php/IJEBAR
[2]. D. Q. Nguyen-Phuoc, G. Currie, C. De Gruyter, W. Young, Congestion relief and public transport: An enhanced method using disaggregate mode shift evidence, Case Studies on Transport Policy, 6 (2018) 518-528. https://doi.org/10.1016/j.cstp.2018.06.012
[3]. T. Nguyên, Các giải pháp phát triển vận tải hành khách công cộng hiệu quả, (2022). https://plo.vn/cac-giai-phap-phat-trien-van-tai-hanh-khach-cong-cong-hieu-qua-post691090.html
[4]. P. T. Trang, Tuyến đường sắt đô thị đầu tiên tại Việt Nam được nhân dân Thủ đô đón nhận, . (2022). https://baochinhphu.vn/tuyen-duong-sat-do-thi-dau-tien-tai-viet-nam-duoc-nhan-dan-thu-do-don-nhan-102220117153055423.htm#:~:text=(Chinhphu.vn)%20%2D%20Tuy%E1%BA%BFn,c%C3%B3%20m%E1%BA%B7t%20%E1%BB%9F%20Vi%E1%BB%87t%20Nam.
[5]. T. Nguyen, D. Q. Nguyen-Phuoc, Y. D. Wong, Developing artificial neural networks to estimate real-time onboard bus ride comfort, Neural Computing and Applications, 33 (2021) 5287-5299. https://doi.org/10.1007/s00521-020-05318-3
[6]. A. Imaz, K. M. Nurul Habib, A. Shalaby, A. O. Idris, Investigating the factors affecting transit user loyalty, Public Transport, 7 (2015) 39-60. https://doi.org/10.1007/s12469-014-0088-x
[7]. J.-S. Chou, C. Kim, A structural equation analysis of the QSL relationship with passenger riding experience on high speed rail: An empirical study of Taiwan and Korea, Expert Systems with Applications, 36 (2009) 6945-6955. https://doi.org/10.1016/j.eswa.2008.08.056
[8]. D. Q. Nguyen-Phuoc, T. Nguyen, D. N. Su, P. T. Le, O. Oviedo-Trespalacios, How do social cues from other passengers affect word-of-mouth and intention to continue using bus services? A second-order SEM approach, Transportation Research Part A: Policy and Practice, 158 (2022) 302-320. https://doi.org/10.1016/j.tra.2022.02.009
[9]. Y. Xue, J. Chen, Research on the influence of Service quality, passenger satisfaction and passenger loyalty on Fuzhou Metro Line 1, International Journal of New Developments in Engineering and Society, 3 (2019) 117-125. https://doi.org/10.25236/IJNDES.030417
[10]. H.-J. Chang, M. Eckman, R.-N. Yan, Application of the Stimulus-Organism-Response model to the retail environment: the role of hedonic motivation in impulse buying behavior, The International Review of Retail, Distribution and Consumer Research, 21 (2011) 233-249. https://doi.org/10.1080/09593969.2011.578798
[11]. M. Dzandu, B. Pathak, S. Gulliver, Stimulus-Organism-Response model for understanding autonomous vehicle adoption in the UK, (2020) 2-4. https://centaur.reading.ac.uk/91325/
[12]. L. Djakfar, M. Bria, A. Wicaksono, How employees choose their commuting transport mode: analysis using the stimulus-organism-response model, Journal of advanced transportation, 2021 (2021) 1-16. https://doi.org/10.1155/2021/5555488
[13]. D. Van Lierop, M. G. Badami, A. M. El-Geneidy, What influences satisfaction and loyalty in public transport? A review of the literature, Transport Reviews, 38 (2018) 52-72. https://doi.org/10.1080/01441647.2017.1298683
[14]. E. B. Lunke, Commuters’ satisfaction with public transport, Journal of Transport & Health, 16 (2020) 100842. https://doi.org/10.1016/j.jth.2020.100842
[15]. W.-T. Lai, C.-F. Chen, Behavioral intentions of public transit passengers—The roles of service quality, perceived value, satisfaction and involvement, Transport Policy, 18 (2011) 318-325. https://doi.org/10.1016/j.tranpol.2010.09.003
[16]. J. Zhao, V. Webb, P. Shah, Customer loyalty differences between captive and choice transit riders, Transportation Research Record, 2415 (2014) 80-88. https://doi.org/10.3141/2415-09
[17]. M. J. S. Bitner, the Impact of Physical Surroundings on Customers and Employees Journal of Marketing, 56 (1992) 57-71. https://doi.org/10.1177/002224299205600205
[18]. B. Latané, The psychology of social impact, American psychologist, 36 (1981) 343. https://psycnet.apa.org/doi/10.1037/0003-066X.36.4.343
[19]. E. D. Brocato, C. M. Voorhees, J. Baker, Understanding the influence of cues from other customers in the service experience: A scale development and validation, Journal of Retailing, 88 (2012) 384-398. https://doi.org/10.1016/j.jretai.2012.01.006
[20]. V. Ceccato, Safety on the move: Crime and perceived safety in transit environments, Security Journal, 27 (2014) 127-131. https://doi.org/10.1057/sj.2014.11
[21]. S. Kim, G. F. Ulfarsson, J. T. Hennessy, Analysis of light rail rider travel behavior: Impacts of individual, built environment, and crime characteristics on transit access, Transportation Research Part A: Policy and Practice, 41 (2007) 511-522. https://doi.org/10.1016/j.tra.2006.11.001
[22]. C. A. Ottoni, J. Sims-Gould, M. Winters, Safety perceptions of older adults on an urban greenway: Interplay of the social and built environment, Health & Place, 70 (2021) 102605. https://doi.org/10.1016/j.healthplace.2021.102605
[23]. J. B. Ingvardson, O. A. Nielsen, The influence of vicinity to stations, station characteristics and perceived safety on public transport mode choice: a case study from Copenhagen, Public Transport, 14 (2022) 459-480. https://doi.org/10.1007/s12469-021-00285-x
[24]. K. R. Stuart, M. Mednick, J. Bockman, Structural equation model of customer satisfaction for the New York City subway system, Transportation Research Record, 1735 (2000) 133-137. https://doi.org/10.3141/1735-16
[25]. Y. Wang, Z. Zhang, M. Zhu, H. Wang, The impact of service quality and customer satisfaction on reuse intention in urban rail transit in Tianjin, China, Sage Open, 10 (2020) 2158244019898803. https://doi.org/10.1177/2158244019898803
[26]. J. F. Hair Jr, G. T. M. Hult, C. M. Ringle, M. Sarstedt, N. P. Danks, S. Ray, Partial least squares structural equation modeling (PLS-SEM) using R: A workbook, (2021) https://doi.org/10.1007/978-3-030-80519-7
[27]. K. G. Joreskog, Structural analysis of covariance and correlation matrices, Psychometrika, 43 (1978) 443-477. https://doi.org/10.1007/BF02293808
[28]. J.-B. Lohmoller, J.-B. Lohmoller, Predictive vs. structural modeling: Pls vs. ml, Latent variable path modeling with partial least squares, (1989) 199-226. https://doi.org/10.1007/978-3-642-52512-4_5
[29]. M. Sarstedt, C. M. Ringle, J. Henseler, J. F. Hair, On the emancipation of PLS-SEM: A commentary on Rigdon (2012), Long range planning, 47 (2014) 154-160. https://doi.org/10.1016/j.lrp.2014.02.007
[30]. J. Henseler, C. M. Ringle, M. Sarstedt, A new criterion for assessing discriminant validity in variance-based structural equation modeling, Journal of the academy of marketing science, 43 (2015) 115-135. https://doi.org/10.1007/s11747-014-0403-8
[31]. M. Treisman, Stimulus‐response theory and expectancy, British Journal of Psychology, 51 (1960) 49-60. https://doi.org/10.1111/j.2044-8295.1960.tb00724.x
[32]. K. L. Wakefield, J. G. Blodgett, The effect of the servicescape on customers’ behavioral intentions in leisure service settings, Journal of Services Marketing, 10 (1996) 45-61. https://doi.org/10.1108/08876049610148594
[33]. F. Ali, R. Omar, Determinants of customer experience and resulting satisfaction and revisit intentions: PLS-SEM approach towards Malaysian resort hotels, Asia-Pacific Journal of Innovation in Hospitality and Tourism (APJIHT), 3 (2014) 1-19. https://doi.org/10.7603/s40930-014-0010-2
[34]. F. Firmansyah, The influence of facility, timeliness and trust with satisfaction as intervening variables towards loyalty of executive train passengers of Surabaya Gubeng station, International Journal of Economics, Business and Accounting Research (IJEBAR), 4 (2020) https://jurnal.stie-aas.ac.id/index.php/IJEBAR
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Nhận bài
09/10/2023
Nhận bài sửa
14/11/2023
Chấp nhận đăng
10/12/2023
Xuất bản
15/12/2023
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Kiểu trích dẫn
Nguyễn Văn, B., Phạm Trường, S., Lê Minh, T., & Nguyễn Phước Quý, D. (3200). Tác động của môi trường xã hội đến lòng trung thành của hành khách sử dụng tàu điện nội đô tại Hà Nội. Tạp Chí Khoa Học Giao Thông Vận Tải, 74(9), 1017-1032. https://doi.org/10.47869/tcsj.74.9.1
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