Unveiling passenger satisfaction in rail transit through a consumption values perspective

Abstract

This study aims to investigate passenger satisfaction in rail transit systems within emerging economies, utilizing a theory of consumption values. It seeks to understand how various values, such as functional, social, emotional, conditional, and epistemic, influence passenger perceptions and experiences providing insights for enhancing rail transit services. This study employs a self-administered questionnaire distributed to 418 passenger rail transit users in Kuala Lumpur city centre over a three-month period. Smart-PLS software was utilized to examine relationships between consumption values and passenger satisfaction. The study findings reveal strong support for functional and social values in influencing passenger satisfaction within rail transit systems of emerging economies. Similarly, emotional and conditional values also play a significant role. Surprisingly, epistemic value does not exhibit substantial influence, highlighting potential disparities in passenger perceptions and priorities. Rail transit operators and regulators should focus on these facets of consumption values in order to maximize passenger satisfaction in rail transit. Conditional aspects such as safety, punctuality, frequency, and accessibility should also be given priority. What is new to the existing literature is that epistemic value was confirmed as the trivial predictor of passengers' satisfaction in rail transit. Hence, clear signage, informative announcements, or accessible digital resources provided by the transit authority will enhance passengers' knowledge and overall experience. Being among a few studies in measuring rail transit satisfaction using the consumption values approach, particularly in the context of Asia-Pacific emerging economies, the empirical results attained broadened the growing literature pertinent to consumer behaviour, consumption values, and sustainable transportation. The findings offer new insights into enhancing rail transit services, emphasizing the need for clear communication and informative resources to boost passenger satisfaction.