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The Effect of High-speed Railway Station Facilities and Train Related Services on Customer Satisfaction: Based on KTX User Experience

고속철도 역사시설 및 열차서비스 경험이 고객만족에 미치는 영향

  • Received : 2016.01.27
  • Accepted : 2016.04.20
  • Published : 2016.06.30

Abstract

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.

본 연구의 목적은 고속철도 역사시설 및 열차서비스 전반에 관한 서비스 만족도를 측정하여 고객만족에 영향을 미치는 주요 서비스요인을 도출하고 그 관계를 밝히는 데 있다. 이를 위해 고속철도 이용객 202명을 대상으로 설문을 수행하여 분석한 결과, 역사 및 열차 관련 서비스에 관한 설문문항 63개 중, 주차관련서비스, 역사편의시설관련서비스, 발권서비스, 열차 내 서비스, 열차 내 환경 등의 다섯 가지 주요 서비스요인이 도출되었다. 구조방정식모형을 통한 가설검증 결과, 주차관련서비스는 열차 내 서비스에 직접적인 영향을 미치지 않으며, 그 외 역사편의시설 및 발권서비스는 열차 내 서비스 및 환경에 각각 긍정적인 영향을 미치는 선행요소로 나타났다. 또한 열차 내 서비스와 환경요인은 고객의 만족을 강화시키는 주요한 변수로 검증되었다. 따라서 역사시설 및 열차서비스의 경험은 철도서비스만족에 긍정적인 영향을 미치는 것을 알 수 있었다.

Keywords

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