Unveiling passenger satisfaction in rail transit through a consumption values perspective
This study aims to investigate passenger satisfaction in rail transit systems within emerging economies, utilizing a theory of consumption values. It seeks to understand how various values, such as functional, social, emotional, conditional, and epistemic, influence passenger perceptions and experie...
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| Format: | Article |
| Language: | English |
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Elsevier
2025-03-01
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| Series: | Multimodal Transportation |
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| Online Access: | http://www.sciencedirect.com/science/article/pii/S2772586325000103 |
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| author | Siti Norida Wahab Muhammad Iskandar Hamzah Norazah Mohd Suki Yueh Suan Chong Chin Pei Kua |
| author_facet | Siti Norida Wahab Muhammad Iskandar Hamzah Norazah Mohd Suki Yueh Suan Chong Chin Pei Kua |
| author_sort | Siti Norida Wahab |
| collection | DOAJ |
| description | This study aims to investigate passenger satisfaction in rail transit systems within emerging economies, utilizing a theory of consumption values. It seeks to understand how various values, such as functional, social, emotional, conditional, and epistemic, influence passenger perceptions and experiences providing insights for enhancing rail transit services. This study employs a self-administered questionnaire distributed to 418 passenger rail transit users in Kuala Lumpur city centre over a three-month period. Smart-PLS software was utilized to examine relationships between consumption values and passenger satisfaction. The study findings reveal strong support for functional and social values in influencing passenger satisfaction within rail transit systems of emerging economies. Similarly, emotional and conditional values also play a significant role. Surprisingly, epistemic value does not exhibit substantial influence, highlighting potential disparities in passenger perceptions and priorities. Rail transit operators and regulators should focus on these facets of consumption values in order to maximize passenger satisfaction in rail transit. Conditional aspects such as safety, punctuality, frequency, and accessibility should also be given priority. What is new to the existing literature is that epistemic value was confirmed as the trivial predictor of passengers' satisfaction in rail transit. Hence, clear signage, informative announcements, or accessible digital resources provided by the transit authority will enhance passengers' knowledge and overall experience. Being among a few studies in measuring rail transit satisfaction using the consumption values approach, particularly in the context of Asia-Pacific emerging economies, the empirical results attained broadened the growing literature pertinent to consumer behaviour, consumption values, and sustainable transportation. The findings offer new insights into enhancing rail transit services, emphasizing the need for clear communication and informative resources to boost passenger satisfaction. |
| format | Article |
| id | doaj-art-d320c1b03c7b48cc92d07c9e4d2ccd96 |
| institution | Kabale University |
| issn | 2772-5863 |
| language | English |
| publishDate | 2025-03-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Multimodal Transportation |
| spelling | doaj-art-d320c1b03c7b48cc92d07c9e4d2ccd962025-08-20T03:40:02ZengElsevierMultimodal Transportation2772-58632025-03-014110019610.1016/j.multra.2025.100196Unveiling passenger satisfaction in rail transit through a consumption values perspectiveSiti Norida Wahab0Muhammad Iskandar Hamzah1Norazah Mohd Suki2Yueh Suan Chong3Chin Pei Kua4Corresponding author.; Faculty of Business and Management, Universiti Teknologi MARA, Puncak Alam 42300, Selangor, MalaysiaFaculty of Business and Management, Universiti Teknologi MARA, Puncak Alam 42300, Selangor, MalaysiaOthman Yeop Abdullah Graduate School of Business, Universiti Utara Malaysia, Sintok 06010, Kedah, MalaysiaLogistics Management Department, UCSI University, Kuala Lumpur 56000, MalaysiaLogistics Management Department, UCSI University, Kuala Lumpur 56000, MalaysiaThis study aims to investigate passenger satisfaction in rail transit systems within emerging economies, utilizing a theory of consumption values. It seeks to understand how various values, such as functional, social, emotional, conditional, and epistemic, influence passenger perceptions and experiences providing insights for enhancing rail transit services. This study employs a self-administered questionnaire distributed to 418 passenger rail transit users in Kuala Lumpur city centre over a three-month period. Smart-PLS software was utilized to examine relationships between consumption values and passenger satisfaction. The study findings reveal strong support for functional and social values in influencing passenger satisfaction within rail transit systems of emerging economies. Similarly, emotional and conditional values also play a significant role. Surprisingly, epistemic value does not exhibit substantial influence, highlighting potential disparities in passenger perceptions and priorities. Rail transit operators and regulators should focus on these facets of consumption values in order to maximize passenger satisfaction in rail transit. Conditional aspects such as safety, punctuality, frequency, and accessibility should also be given priority. What is new to the existing literature is that epistemic value was confirmed as the trivial predictor of passengers' satisfaction in rail transit. Hence, clear signage, informative announcements, or accessible digital resources provided by the transit authority will enhance passengers' knowledge and overall experience. Being among a few studies in measuring rail transit satisfaction using the consumption values approach, particularly in the context of Asia-Pacific emerging economies, the empirical results attained broadened the growing literature pertinent to consumer behaviour, consumption values, and sustainable transportation. The findings offer new insights into enhancing rail transit services, emphasizing the need for clear communication and informative resources to boost passenger satisfaction.http://www.sciencedirect.com/science/article/pii/S2772586325000103Rail transitSustainable transportationEnvironmental awarenessConsumption values |
| spellingShingle | Siti Norida Wahab Muhammad Iskandar Hamzah Norazah Mohd Suki Yueh Suan Chong Chin Pei Kua Unveiling passenger satisfaction in rail transit through a consumption values perspective Multimodal Transportation Rail transit Sustainable transportation Environmental awareness Consumption values |
| title | Unveiling passenger satisfaction in rail transit through a consumption values perspective |
| title_full | Unveiling passenger satisfaction in rail transit through a consumption values perspective |
| title_fullStr | Unveiling passenger satisfaction in rail transit through a consumption values perspective |
| title_full_unstemmed | Unveiling passenger satisfaction in rail transit through a consumption values perspective |
| title_short | Unveiling passenger satisfaction in rail transit through a consumption values perspective |
| title_sort | unveiling passenger satisfaction in rail transit through a consumption values perspective |
| topic | Rail transit Sustainable transportation Environmental awareness Consumption values |
| url | http://www.sciencedirect.com/science/article/pii/S2772586325000103 |
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