Academic journal article E+M Ekonomie a Management

The Model Assessing the Impact of Price and Provided Services on the Quality of the Trip by Train: Mcdm Approach

Academic journal article E+M Ekonomie a Management

The Model Assessing the Impact of Price and Provided Services on the Quality of the Trip by Train: Mcdm Approach

Article excerpt


In recent years, the problems of diverse transport mode development policy, travel price, duration and quality have been solved by a wide range of international scientists and researchers (Kandt, Rode, Hoffman, Graff, & Smith, 2015; Seelhorst & Liu, 2015; Woo, Cheng, Li, Chiu, Ho, & Horowitz, 2015; Kirschstein & Meisel, 2015; Guo, Yu, Chen, & Zhang, 2011). The choice of a particular mode of transport as an alternative to another one is subjective and usually based on an individual passenger's approach to the evaluation of advantages and disadvantages of some particular means of transport (Sivilevicius & Maskeliunaite, 2018).

A transport system is a system created for transporting large numbers of passengers at the low price of investment. Passengers can usually choose a means of transport based on the criteria, which seem to be important for them. Passengers differently assess the advantages and disadvantages of particular transport facilities. This primarily applies to traffic safety, control, price and conditions of transportation (comfort), as well as the time of transporting passengers to their destination (Batley, Dargay, & Wardman, 2011; Chen, Leng, Mao, & Liu, 2014; Borjesson, 2014; Guo & Wilson, 2011; Dlamini, 2011).

A structural equation model is formulated to explore the impact of the relationship between global customer satisfaction and service quality attributes, such as safety, cleanliness, main and additional services, information about the service, and personnel, and to verify which of these attributes are key factors of service quality. Services offered by rail operations in Northern Haly are analyzed (32 regional lines, 9 suburban lines, 2 express lines) (Eboli & Mazzulla, 2015). A multilevel fuzzy synthetic evaluation model to evaluate the service quality is proposed based on the fuzzy theory (Eboli, Fu, & Mazzulla, 2016). An evaluation indicator system with three grades evaluation indicators is established, and their weights are determined on the basis of opinions expressed by interviewed passengers. Railway service quality is evaluated by the value of a comprehensive satisfaction degree. Miranda, Tavares and Queiro (2018) investigate whether different combinations of service quality dimensions affect customer satisfaction. The study uses an extension of SERVQUAL with dimensions specific to the railway industry: comfort, connection, and convenience. Here we use a fsQCA to examine the responses from an online survey of 352 railway customers. The result show that three different combinations of the service quality dimensions lead to overall customer satisfaction.

In the paper of De Ona, Eboli and Mazzulla (2014), the analysis of the rail Service Quality (SQ) performed on the basis of users' perceptions, expressed in terms of satisfaction and importance assigned to various service characteristics, is presented. SQ and customer satisfaction as perceived by 1,037 passengers on intercity train services (Hadiuzzman, Farazi, Hossain, & Malik, 2017). This study analyzes the effects of observed and latent variables related to intercity train on its overall SQ in the context of developing countries. To this end, structural equation model (SEM), an advanced modeling technique which permits incorporation of exogenous, endogenous and latent variables is used. Two different models are developed for identifying the structure that can accurately represent the perceived SQ of intercity train users.

Supplying public transport systems with high levels of service quality is fundamental for retaining users and attracting new ones. Policies that improve transit service quality will ultimately lead to more sustainable travel patterns. Measuring overall service quality implies measuring the quality of several specific attributes and is prevalently evaluated through the perceptions of users, using satisfaction rates (Allen, Eboli, Mazzulla, & Ortuzar, 2018). …

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