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The Effect of High-speed Railway Station Facilities and Train Related Services on Customer Satisfaction: Based on KTX User Experience
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 Title & Authors
The Effect of High-speed Railway Station Facilities and Train Related Services on Customer Satisfaction: Based on KTX User Experience
Lee, Kang-duck; Hwang, Eun-Ju; Yeom, Sun-Ho; Kim, Min-Ho; Jo, Hye-Jung;
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The purpose of this study is to investigate service factors and relationships affecting customer satisfaction by measuring indexes of the entire set of high-speed railway station facilities and train services. In this study, we collected data from 202 KTX passengers and analyzed the data using the structural equation model (SEM) method. Through exploratory factor analysis (EFA), we found five major service factors, including parking related service (PRS), station convenient facilities related service (SCS), ticketing services (TIS), service within the train (SWT), and inner environments (INE). As result of a hypothesis test, it was found that PRS does not influence SWT, whereas SCS and TIS positively affect train related service. Also, SWT and INE significantly affect the overall service satisfaction of customers. Thus, our findings provide that station facilities and train service experience are important factors that can enhance customer satisfaction.
KTX;Railway service;Station facilities related service;Train related service;Customer service satisfaction;
 Cited by
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