The Measurement Model of Passenger Service Quality of Southern Rail Line
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Abstract
This study aims to analyze the measurement model of service quality for the southern rail line passengers. Data were collected by using questionnaires from 300 southern rail line passengers. The data were analyzed using confirmatory factor analysis (CFA). The result found that the level of service quality of the southern rail line service was at a high level. The measurement model of service quality for the southern rail line passengers has 5 dimentions-tangibles facilities, access convenience, responsiveness, security and comfort, and is at good-fit(= 246.95, df=212,
/df =1.16, RMSEA=0.023, CFI=0.99, GFI=0.93, p-value=0.05007). When considering each aspect, it was found that responsiveness was the highest component weight and followed by access convenience, securityand tangibles facilities. Whereas comfort factor is less than other factors.
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