Service quality scale development for fully automatic operation metro system
International Journal of Quality and Service Sciences
ISSN: 1756-669X
Article publication date: 17 November 2022
Issue publication date: 17 March 2023
Abstract
Purpose
Fully automatic operation (FAO) metro system is the trend of urban rail in modern cities. This study aims to develop a service quality scale for measuring passenger service perception in the context of FAO metro system.
Design/methodology/approach
Based on the interviews and the dimensions proposed in the previous service quality scales of the public transport sector, this study develops a multidimension service quality scale. Face-to-face interviews and surveys are conducted to obtain the riding experience and satisfaction of passengers in the metro stations of Beijing Subway Yanfang Line and Beijing Daxing International Airport Express that are FAO metro lines. Reliability, validity and nomological validity of our scale are demonstrated.
Findings
Six dimensions (i.e. tangibles, information, safety, efficiency, empathy and innovation) and 22 items are included in the scale through quantitative analysis. It is found that all of the six dimensions have a significant relationship with passenger satisfaction. Especially information and innovation are the more important dimensions of FAO metro system service quality.
Originality/value
This study contributes to the service quality literature in the public transport sector taking the FAO metro system as the object. The findings may provide a guide for the FAO metro operators to evaluate and improve their service quality.
Keywords
Acknowledgements
This work was supported by the National Natural Science Foundation of China [grant numbers 72171166, 72032005], the Tianjin transportation science and technology development project plan of Tianjin Municipal Transportation Commission (grant number 2021-13), and the Zhejiang Provincial Natural Science Foundation of China [grant number LQ21G020006].
Citation
He, Z., Hu, H., Zhang, M. and Qin, F. (2023), "Service quality scale development for fully automatic operation metro system", International Journal of Quality and Service Sciences, Vol. 15 No. 1, pp. 57-73. https://doi.org/10.1108/IJQSS-01-2022-0010
Publisher
:Emerald Publishing Limited
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