Service quality scale development for fully automatic operation metro system

IF 3.4 Q2 MANAGEMENT International Journal of Quality and Service Sciences Pub Date : 2022-11-17 DOI:10.1108/ijqss-01-2022-0010

Zhenfang He, Hao Hu, Min Zhang, Fang Qin

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Abstract

Purpose Fully automatic operation (FAO) metro system is the trend of urban rail in modern cities. This study aims to develop a service quality scale for measuring passenger service perception in the context of FAO metro system. Design/methodology/approach Based on the interviews and the dimensions proposed in the previous service quality scales of the public transport sector, this study develops a multidimension service quality scale. Face-to-face interviews and surveys are conducted to obtain the riding experience and satisfaction of passengers in the metro stations of Beijing Subway Yanfang Line and Beijing Daxing International Airport Express that are FAO metro lines. Reliability, validity and nomological validity of our scale are demonstrated. Findings Six dimensions (i.e. tangibles, information, safety, efficiency, empathy and innovation) and 22 items are included in the scale through quantitative analysis. It is found that all of the six dimensions have a significant relationship with passenger satisfaction. Especially information and innovation are the more important dimensions of FAO metro system service quality. Originality/value This study contributes to the service quality literature in the public transport sector taking the FAO metro system as the object. The findings may provide a guide for the FAO metro operators to evaluate and improve their service quality.

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全自动运营地铁系统服务质量规模开发

目的全自动运营（FAO）地铁系统是现代城市轨道交通的发展趋势。本研究旨在开发一种服务质量量表，用于在FAO地铁系统的背景下测量乘客服务感知。设计/方法论/方法基于访谈和公共交通部门以往服务质量量表中提出的维度，本研究开发了一个多维服务质量量。通过面对面访谈和调查，了解北京地铁燕房线和北京大兴国际机场快线这两条FAO地铁线路的地铁站乘客的乘坐体验和满意度。证明了该量表的信度、有效性和法理有效性。发现通过定量分析，量表包括有形、信息、安全、效率、同理心和创新六个维度和22个项目。研究发现，这六个维度都与乘客满意度有显著关系。尤其是信息和创新是粮农组织地铁系统服务质量的更重要方面。原创性/价值本研究有助于以粮农组织地铁系统为对象的公共交通部门的服务质量文献。研究结果可为粮农组织地铁运营商评估和提高服务质量提供指导。

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来源期刊

International Journal of Quality and Service Sciences MANAGEMENT-

CiteScore

6.00

自引率

7.70%

发文量

期刊介绍： The International Journal of Quality and Service Sciences seeks to explore various aspects of quality and services as closely interrelated phenomena in the context of ongoing transformation processes of organizations and societies. Thus the journals'' scope is not limited to micro perspectives of organizational and management related issues. It seeks further to explore patterns, behaviors, processes, mechanisms, principles and consequences related to quality and services in a broad range of organizational and social/global processes. These processes embrace cultural, economic, social, environmental and even global dimensions in order to better understand the past, to better diagnose the current situations and hence to design better the future. The journal seeks to embrace a holistic view of quality and service sector management and explicitly promotes the emerging field of ‘quality and service sciences’.The journal is an open forum and one of the main channels for communication of multi- and inter- disciplinary research and practices.