An Empirical Study on Service Quality in a Passenger Train Service Context

This article aims to model and test the interrelationship of service quality, customer perceived value, customer satisfaction, repurchase and word-of-mouth intention in a passenger train service context. The approach of Structural Equation Modeling was used to analyze the data, which was colleted from 150 passengers of "harmony" train running Guangshen Line in South China. The results indicate that service quality consists of three dimensions, i.e. hard quality, soft quality and commodity quality; service quality positively influences passenger perceived value; passengers' perception of the price and speed both directly influence perceived value; perceived value positively influences passenger satisfaction; passenger satisfaction positively influences repurchase and word-of-mouth intention.