The impact of social environment on passenger loyalty towards urban train services in Hanoi
Email:
npqduy@dut.udn.vn
Keywords:
Urban railway system, public transportation, satisfaction, loyalty, social environment
Abstract
The factors related to social environment, safety, and security have been proven to be crucial in forming customer loyalty in business, however, very few studies have examined the impact of these factors on loyalty in the transportation sector, especially in the context of urban train services. Therefore, this study developed a theoretical model to explain the relationship between social environment factors, safety and security-related factors and the loyalty of passengers using urban rail services. Data were collected through a face-to-face survey from 450 passengers using urban rail services in Hanoi, Vietnam. Structural Equation Modeling (SEM) was used to test the relationships between the latent factors in the proposed model. The findings form the model provided deeper insights into the relationships among the factors in the research model. The study also offers a number of specific recommendations for public transportation service providers to enhance customer loyalty, thereby increasing public transport ridershipReferences
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[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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Received
09/10/2023
Revised
14/11/2023
Accepted
10/12/2023
Published
15/12/2023
Type
Research Article
How to Cite
Nguyễn Văn, B., Phạm Trường, S., Lê Minh, T., & Nguyễn Phước Quý, D. (3200). The impact of social environment on passenger loyalty towards urban train services in Hanoi. Transport and Communications Science Journal, 74(9), 1017-1032. https://doi.org/10.47869/tcsj.74.9.1
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