Analysis of relationship between railway satisfaction and delay tolerance

Abstract

Railway facilities, which are part of the service environment, may affect passenger delay tolerance during delays. With the increasing frequency of railway delays, it is essential for railway companies to understand how passengers perceive these disruptions and railway facilities. While previous studies have examined the relationship between satisfaction and tolerance in interpersonal relationships, less is known about the impact of service environments, such as railway facilities, on perceptions in transportation settings. This study investigates the relationship between passenger satisfaction with railway facilities and their tolerance of delays in hypothetical scenarios, covering both short and long delays during morning and evening commute. The results of structural equation modeling show that railway satisfaction positively affects delay tolerance, while anxiety caused by unclear information during delays negatively affects tolerance. Additionally, the study identified the facility improvements that would enhance service quality. These findings offer actionable insights for railway companies to mitigate the impact of delays and improve passenger experiences.