Title: The influence of service quality on tourist loyalty: a case of electric train services

Authors: Noraihan Mohamad

Addresses: School of Hospitality and Creative Arts, Management and Science University, University Drive, Off Persiaran Olahraga, 40100, Shah Alam Selangor, Malaysia

Abstract: Electric train services (ETS) is the first high-speed intercity train system in Malaysia that significantly contributed to the nation's economy and tourism industry. This study examined the impacts of service quality of ETS towards tourist satisfaction and loyalty. Data were generated through a self-administered survey. A total of 360 responses from tourists who travelled to and from Kuala Lumpur Sentral and Padang Besar, Malaysia were collected and were subjected to technical analysis of partial least square-structural equation modelling (PLS-SEM). This study demonstrated the significant impact of service quality towards tourist satisfaction and loyalty toward ETS. Finally, valuable recommendations are presented.

Keywords: electric train services; ETS; tourist loyalty; tourist satisfaction; functional service; technical service; safety.

DOI: 10.1504/IJKMTH.2022.124084

International Journal of Knowledge Management in Tourism and Hospitality, 2022 Vol.2 No.4, pp.315 - 330

Received: 25 Oct 2021
Accepted: 30 Oct 2021
Published online: 12 Jul 2022 *