QUALITY AND CUSTOMER SATISFACTION IN PASSENGER RAIL SERVICES: AN EXTENSION TO THE SERVQUAL MODEL

摘要

This paper extends the SERVQUAL model to evaluate passenger rail services in New Zealand. We combine the literatures of service quality, customer satisfaction and rail transport quality to develop our conceptual framework. We report on the results of testing the model on one passenger line. Three new dimensions are added to the original five SERVQUAL dimensions and were modified after factor analysis. High alpha values supported the reliability of the items. Assurance, Responsiveness and Empathy had significant effects on overall service quality. Assurance was the dominant predictor of overall customer satisfaction.