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Can I read Service Quality Scale Development for Fully Automatic Operation Metro System on EtoBox?
Service Quality Scale Development for Fully Automatic Operation Metro System by Zhen He; Hao Hu; Min Zhang; Fang Qin is a Business, Management and Accounting article available to read on EtoBox.
What is Service Quality Scale Development for Fully Automatic Operation Metro System about?
## Purpose Fully automatic operation (FAO) metro system is the trend of urban rail in modern cities. This study aims to develop a service quality scale for measuring passenger service perception in the context of FAO metro system. ## Design/methodology/approach Based on the interviews and the dimensions proposed in the previous service quality scales of the public transport sector, this study develops a multidimension service quality scale. Face-to-face interviews and surveys are conducted to obtain the riding experience and satisfaction of passengers in the metro stations of Beijing Subway Yanfang Line and Beijing Daxing International Airport Express that are FAO metro lines. Reliability, validity and nomological validity of our scale are demonstrated. ## Findings Six dimensions (i.e. tangibles, information, safety, efficiency, empathy and innovation) and 22 items are included in the scale through quantitative analysis. It is found that all of the six dimensions have a significant relationship with passenger satisfaction. Especially information and innovation are the more important dimensions of FAO metro system service quality. ## Originality/value This study contributes to the s
Who reads Service Quality Scale Development for Fully Automatic Operation Metro System?
It is typically read by researchers, students, and practitioners in Business, Management and Accounting.
- Author
- Zhen He; Hao Hu; Min Zhang; Fang Qin
- Publisher
- Emerald
- Published
- 2022
- Language
- EN
- Field
- Business, Management and Accounting (Social Sciences)