고속열차 서비스 품질이 이용객의 만족도 및 지속이용의도에 미치는 영향
The Effect of High-Speed Train Service Quality on Passenger Satisfaction and Continuous Use Intention
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This study aims to enhance the service quality of domestic high-speed train companies in the context of domestic tourism transport, a key competitive advantage. It examines the effects of service quality on customer satisfaction and continuous use intention. Data were collected from November 8 to 12, 2023, via an online self-administered survey using Google Forms, with 284 respondents who had used high-speed trains at least once, selected through convenience sampling. Results show that among service quality attributes, safety and accessibility significantly increase satisfaction, while tangibility, reliability, and responsiveness do not. Tangibility, safety, and accessibility positively affect continuous use intention, emphasizing the importance of safe operations and convenient station access. Moreover, customer satisfaction significantly enhances the intention to continue using high-speed train services. These findings suggest that improving safety systems, station accessibility, and facility environments can boost satisfaction and loyalty. By incorporating safety and accessibility into the SERVQUAL framework, traditionally applied to banking, hotel, and restaurant services, this study extends its application to high-speed rail, offering theoretical insights into service quality in tourism transportation.
Abstract
This study aims to enhance the service quality of domestic high-speed train companies in the context of domestic tourism transport, a key competitive advantage. It examines the effects of service quality on customer satisfaction and continuous use intention. Data were collected from November 8 to 12, 2023, via an online self-administered survey using Google Forms, with 284 respondents who had used high-speed trains at least once, selected through convenience sampling. Results show that among service quality attributes, safety and accessibility significantly increase satisfaction, while tangibility, reliability, and responsiveness do not. Tangibility, safety, and accessibility positively affect continuous use intention, emphasizing the importance of safe operations and convenient station access. Moreover, customer satisfaction significantly enhances the intention to continue using high-speed train services. These findings suggest that improving safety systems, station accessibility, and facility environments can boost satisfaction and loyalty. By incorporating safety and accessibility into the SERVQUAL framework, traditionally applied to banking, hotel, and restaurant services, this study extends its application to high-speed rail, offering theoretical insights into service quality in tourism transportation.