Influence of RAILQUAL on passenger satisfaction: Study of Indonesian intercity trains

Kenji Bisma Wibawa Junardy, Sri Rahayu Hijrah Hati

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

The study examines the impact of service quality on passenger satisfaction. Service quality is measured by using RAILQUAL, which is a special measurement of service quality in the railway industry. The data were collected from 240 customers of the Indonesian Railway Company, the one and only railway provider in the country. Convenience sampling was used, and four types of train passengers were taken as the samples of this research. The hypotheses are tested by utilizing multiple regressions. The results show that all RAILQUAL elements, which comprise platform services, in-train services, punctuality, employee services, and security, significantly influence passenger customer satisfaction. However, based on the regression analysis, ticketing, in-train services, and platform service are considered as the most important factors to the customers. The study provides empirical evidence on the RAILQUAL scale in a different context, along with service quality factors, which are important to train customers.

Original languageEnglish
Title of host publicationProceedings of the 30th International Business Information Management Association Conference, IBIMA 2017 - Vision 2020
Subtitle of host publicationSustainable Economic development, Innovation Management, and Global Growth
EditorsKhalid S. Soliman
PublisherInternational Business Information Management Association, IBIMA
Pages5006-5015
Number of pages10
ISBN (Electronic)9780986041990
Publication statusPublished - 1 Jan 2017
Event30th International Business Information Management Association Conference - Vision 2020: Sustainable Economic development, Innovation Management, and Global Growth, IBIMA 2017 - Madrid, Spain
Duration: 8 Nov 20179 Nov 2017

Publication series

NameProceedings of the 30th International Business Information Management Association Conference, IBIMA 2017 - Vision 2020: Sustainable Economic development, Innovation Management, and Global Growth
Volume2017-January

Conference

Conference30th International Business Information Management Association Conference - Vision 2020: Sustainable Economic development, Innovation Management, and Global Growth, IBIMA 2017
CountrySpain
CityMadrid
Period8/11/179/11/17

Keywords

  • Customer Satisfaction
  • RAILQUAL
  • Service Quality

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