Examining the Impact of Service Quality on Passengers’ Intentions to Utilize Rail Transport in the Post-Pandemic Era: An Integrated Approach of SERVQUAL and Health Belief Model
The COVID-19 pandemic has significantly disrupted railway transportation in developing countries, resulting in reduced passenger demand and economic activity. As a result of the pandemic effect, there is an increased focus on health and safety among potential passengers. To address this issue, the p...
| Main Authors: | , , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2023-09-01
|
| Series: | Behavioral Sciences |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2076-328X/13/10/789 |
| _version_ | 1797574732284952576 |
|---|---|
| author | Panuwat Wisutwattanasak Thanapong Champahom Sajjakaj Jomnonkwao Fareeda Aryuyo Chamroeun Se Vatanavongs Ratanavaraha |
| author_facet | Panuwat Wisutwattanasak Thanapong Champahom Sajjakaj Jomnonkwao Fareeda Aryuyo Chamroeun Se Vatanavongs Ratanavaraha |
| author_sort | Panuwat Wisutwattanasak |
| collection | DOAJ |
| description | The COVID-19 pandemic has significantly disrupted railway transportation in developing countries, resulting in reduced passenger demand and economic activity. As a result of the pandemic effect, there is an increased focus on health and safety among potential passengers. To address this issue, the present study aimed to investigate the fundamental factors that contribute to railway transportation service quality (SERVQUAL) and the intention to use intercity train services in Thailand using the health belief model (HBM), with 1600 passenger participants using structural equation modeling (SEM). The findings demonstrated that train operators’ service standards remain vital to passengers, and the HBM had a statistically significant impact on shaping passengers’ intentions to use train services after an epidemic. These results can inform rail agencies and health authorities when developing policies and strategies to prioritize both business and passenger safety on intercity trains. |
| first_indexed | 2024-03-10T21:26:30Z |
| format | Article |
| id | doaj.art-7702cc2806b94e39ad6f7eb6e500b41d |
| institution | Directory Open Access Journal |
| issn | 2076-328X |
| language | English |
| last_indexed | 2024-03-10T21:26:30Z |
| publishDate | 2023-09-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Behavioral Sciences |
| spelling | doaj.art-7702cc2806b94e39ad6f7eb6e500b41d2023-11-19T15:39:44ZengMDPI AGBehavioral Sciences2076-328X2023-09-01131078910.3390/bs13100789Examining the Impact of Service Quality on Passengers’ Intentions to Utilize Rail Transport in the Post-Pandemic Era: An Integrated Approach of SERVQUAL and Health Belief ModelPanuwat Wisutwattanasak0Thanapong Champahom1Sajjakaj Jomnonkwao2Fareeda Aryuyo3Chamroeun Se4Vatanavongs Ratanavaraha5Institute of Research and Development, Suranaree University of Technology, Nakhon Ratchasima 30000, ThailandDepartment of Management, Faculty of Business Administration, Rajamangala University of Technology Isan, Nakhon Ratchasima 30000, ThailandSchool of Transportation Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, ThailandInstitute of Research and Development, Suranaree University of Technology, Nakhon Ratchasima 30000, ThailandInstitute of Research and Development, Suranaree University of Technology, Nakhon Ratchasima 30000, ThailandSchool of Transportation Engineering, Institute of Engineering, Suranaree University of Technology, Nakhon Ratchasima 30000, ThailandThe COVID-19 pandemic has significantly disrupted railway transportation in developing countries, resulting in reduced passenger demand and economic activity. As a result of the pandemic effect, there is an increased focus on health and safety among potential passengers. To address this issue, the present study aimed to investigate the fundamental factors that contribute to railway transportation service quality (SERVQUAL) and the intention to use intercity train services in Thailand using the health belief model (HBM), with 1600 passenger participants using structural equation modeling (SEM). The findings demonstrated that train operators’ service standards remain vital to passengers, and the HBM had a statistically significant impact on shaping passengers’ intentions to use train services after an epidemic. These results can inform rail agencies and health authorities when developing policies and strategies to prioritize both business and passenger safety on intercity trains.https://www.mdpi.com/2076-328X/13/10/789COVID-19railway service qualitystructural equation modelingconfirmatory factor analysispost-epidemic |
| spellingShingle | Panuwat Wisutwattanasak Thanapong Champahom Sajjakaj Jomnonkwao Fareeda Aryuyo Chamroeun Se Vatanavongs Ratanavaraha Examining the Impact of Service Quality on Passengers’ Intentions to Utilize Rail Transport in the Post-Pandemic Era: An Integrated Approach of SERVQUAL and Health Belief Model Behavioral Sciences COVID-19 railway service quality structural equation modeling confirmatory factor analysis post-epidemic |
| title | Examining the Impact of Service Quality on Passengers’ Intentions to Utilize Rail Transport in the Post-Pandemic Era: An Integrated Approach of SERVQUAL and Health Belief Model |
| title_full | Examining the Impact of Service Quality on Passengers’ Intentions to Utilize Rail Transport in the Post-Pandemic Era: An Integrated Approach of SERVQUAL and Health Belief Model |
| title_fullStr | Examining the Impact of Service Quality on Passengers’ Intentions to Utilize Rail Transport in the Post-Pandemic Era: An Integrated Approach of SERVQUAL and Health Belief Model |
| title_full_unstemmed | Examining the Impact of Service Quality on Passengers’ Intentions to Utilize Rail Transport in the Post-Pandemic Era: An Integrated Approach of SERVQUAL and Health Belief Model |
| title_short | Examining the Impact of Service Quality on Passengers’ Intentions to Utilize Rail Transport in the Post-Pandemic Era: An Integrated Approach of SERVQUAL and Health Belief Model |
| title_sort | examining the impact of service quality on passengers intentions to utilize rail transport in the post pandemic era an integrated approach of servqual and health belief model |
| topic | COVID-19 railway service quality structural equation modeling confirmatory factor analysis post-epidemic |
| url | https://www.mdpi.com/2076-328X/13/10/789 |
| work_keys_str_mv | AT panuwatwisutwattanasak examiningtheimpactofservicequalityonpassengersintentionstoutilizerailtransportinthepostpandemiceraanintegratedapproachofservqualandhealthbeliefmodel AT thanapongchampahom examiningtheimpactofservicequalityonpassengersintentionstoutilizerailtransportinthepostpandemiceraanintegratedapproachofservqualandhealthbeliefmodel AT sajjakajjomnonkwao examiningtheimpactofservicequalityonpassengersintentionstoutilizerailtransportinthepostpandemiceraanintegratedapproachofservqualandhealthbeliefmodel AT fareedaaryuyo examiningtheimpactofservicequalityonpassengersintentionstoutilizerailtransportinthepostpandemiceraanintegratedapproachofservqualandhealthbeliefmodel AT chamroeunse examiningtheimpactofservicequalityonpassengersintentionstoutilizerailtransportinthepostpandemiceraanintegratedapproachofservqualandhealthbeliefmodel AT vatanavongsratanavaraha examiningtheimpactofservicequalityonpassengersintentionstoutilizerailtransportinthepostpandemiceraanintegratedapproachofservqualandhealthbeliefmodel |