Gender-specific insights into intercity railway service quality: Navigating the new normal for enhanced equity

Abstract

In the situation of the COVID-19 pandemic, the intercity railway sector faces significant challenges related to service quality and gender equity. This research aimed to explore the differences in service quality perceptions between male and female passengers, examining how these perceptions influence their intentions to use intercity rail transportation. Employing Structural Equation Modeling, the study analyzed responses from 1593 passengers across four major regions of Thailand, utilizing a comprehensive questionnaire that assessed factors such as Service Quality and Health Motivation. The findings revealed that female passengers place a higher emphasis on service quality, particularly concerning safety and cleanliness, which significantly impacts their travel intentions, while male passengers focus on safety and infrastructure. Moreover, health motivation emerged as a crucial factor influencing female passengers' decisions to use railway services, especially in the context of the ongoing pandemic. The study recommends implementing enhanced safety measures, improving communication about service changes and safety protocols, and offering flexible pricing models to address the distinct needs of male and female passengers. These policy recommendations aim to promote gender equity and improve overall passenger satisfaction in the intercity railway sector, contributing to a more inclusive and responsive transportation system in the post-pandemic era.