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[Determinants of passengers' dissatisfaction regarding disrupted train service]
1Railway Technical Research Institute, Hikari-cho, Kokubunji-shi, Tokyo 185-8540, Japan. yamauchi@rtri.or.jp
Shinrigaku Kenkyu : the Japanese Journal of Psychology
|July 28, 2012
Summary
Passenger dissatisfaction on city train routes is primarily driven by perceived railroad company responsibility for service disruptions. Clear communication and addressing service discrepancies significantly reduce passenger discontent.
Area of Science:
- Service quality research
- Consumer behavior analysis
- Transportation management
Context:
- Frequent service disruptions on urban rail transit systems impact passenger experience.
- Existing expectancy-disconfirmation models do not fully address service failure contexts.
- Understanding passenger perceptions of responsibility is crucial for service recovery.
Purpose:
- To extend Oliver's (1980) expectancy-disconfirmation model to include attribution and importance.
- To identify factors mitigating passenger dissatisfaction following service disruptions on city train routes.
- To analyze the influence of perceived railroad company responsibility and communication on passenger discontent.
Summary:
- A covariance structural analysis of 5383 railroad users revealed that perceived responsibility attributed to the railroad company most strongly influences passenger discontent.
- Passengers' impression of impropriety regarding company announcements significantly impacts their dissatisfaction levels.
- Appropriate announcements and mitigation of discrepancies in time, confusion, and changes are key to reducing passenger dissatisfaction.
Impact:
- Highlights the critical role of perceived corporate responsibility and transparent communication in managing passenger expectations and satisfaction.
- Provides actionable insights for railroad companies to implement effective service recovery strategies.
- Suggests that addressing communication failures and operational inconsistencies can substantially improve the passenger experience in urban rail transit.
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