EXPLORING THE EFFECT OF THE RAILWAY SERVICE QUALITY ON CUSTOMER SATISFACTION AND TRUST IN WESTERN SAUDI ARABIA

Povzetek

This study investigates impacts of railway services quality RSQ upon CS and T in the following industry of railway transportation. It also examines the issue of CS as a mediator in the connection between the RSQ and T.Design/methodology/approach: The data was collected with regards to a railway traveler, and the structural equation modeling (SEM) applied to estimate both the direct and indirect relationship, including the arbitrating impact on customer satisfaction. The findings reveal that the quality of railway services significantly influences customer satisfaction, which in turn increases customer trust. Furthermore, the importance of customer satisfaction as an intermediate mediating variable between the services quality and trust are proved causes increased satisfaction, which results in the idling of trust towards the provider of rail services. The research can be useful to the railway operators interested in enhancing their customers’ satisfaction and truth. Rail services aim at providing customers with good quality, which makes them feel happy and safe, thus gaining trust, which is long-lasting and gives the rail company comparative advantage.This paper describes the principal drivers that influence customer trust within rail, and the relationship between RSQ, CS and T. It offers valuable guidance to the railway operators who would like to improve the level of delivery services as well as building customer relations towards an effective sustenance of competitiveness in the dynamic transport sector.