YWXY º º t rzyywxyhzx[ ƒ p ƒ A Study on Influential Factors of Rail Passengers on Service Satisfaction ø ã äó ø ã ä ã ä ã ä ã ä Jaehyun Park *, Soonbak Kwon *, Yongsoo Song *, Seongho Hwang *, Jaehyun Lee * Abstract Public Transportation is generally perceived as a mass-transport and affordable public service for lower income class. Recently, due to higher living standard, diversity of travel demands, and spending more time in transportation system as commuting distance becomes farther, citizens expectation on the quality of public transportation is greater than ever. Traditionally, travel time and travel cost is the major and the only factors in assessing of or comparing between transportation modes, yet general public values not only those quantifiable factors, but comfort and convenience while travelling are also the factors that influence mode preference. This study investigates those veiled and somehow subjective factors through a survey of 271 rail passengers onboard. The result of this preliminary study expects to be a basis of further researches and a reference to meet passengers satisfaction level on public transportation. Keywords : Public Transportation Service, Satisfaction, Comfort, Convenience, Rail Passenger ï p m ƒv m k l ƒ k ˆ p º ³ ek ˆ ek ƒ Ž ƒ p ˆ d k ³ ƒ ƒ dy ƒ ƒ¹ ˆ z y ƒt pv«mp p v pzƒ y ƒ ƒ py m³ º Ž ƒ p p º m ƒ p ƒ ³ ƒ ää ï ¹ º º ƒ º º k ƒ m ºº º ƒ ƒ t ep dy³ ƒº m ƒ vd v Ž m Ž g ˆ Ò å Ó ãõ Ó ãëéêêëëæêëëêäëéäêëã ã Ó ãõ Ó
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äää ã þ ò ã äääää ö ƒt ƒ ª««p ¹ t º¹ Ÿ «m n ƒtt ŸŸk ³ ƒd p px m Ÿ ˆƒ d Ÿ v ˆƒ l ƒt z m Ÿ z ƒt m o ƒtx mp t p d m ƒ ˆƒtt Ž º zpv ˆ m mƒ ƒt s Table 1 Questionnaire for Rail Service Satisfaction Section Travelers Info Satisfactory Factors Questionnaire Sex, Age, Trip purpose, Point of departure and arrival, Rail trip frequency, The other modes frequently used, Preferred mode Vibration, Climate, Noise, Odor, Seat, Brightness, Total satisfaction level, r zƒ tx p l y x m pºd ƒt d ƒ ƒt p ³yr ƒ pÿ xm m q m s zz t zz r m x s x Ÿ xm ½ ª««ƒ l xm p m Ÿ w m «r w q º pÿ p y zp l m «p l ³ q p l vr zp l q zp m «v m ƒ z ˆ m äääääü ÑÑ ƒ ƒ ª ¹ mzo ƒz m ³ mzo pye zp ƒ mª««w ƒ zp v m y m ³ ˆƒ zp mƒ ƒ { º ˆ m d zp qž m Ž zp Ž Ÿ xm t º Ÿ ˆ v º ˆ Ž q Ÿ ƒ zp rtl r Ž ˆn zp m
Table 2 Summary of Satisfaction Survey Type Assessing Factors Frequency Total Satisfactory Level Comfort Train noise 37 53.2 Vibration 22 42.7 In-car brightness 8 50.0 Air quality and odor 42 47.1 Temperature 8 47.5 Convenience Seat (including spacing) 78 49.0 Convenience facilities 55 52.5 Tangibleness Cleanness 14 44.3 Safety/Security Security 10 58.0 Attendant service 20 53.0 Sense of safety 4 40.0 Total 298 48.9 ³ ³ p p ³ wz m º ƒyd ƒ ³ ˆƒ zp q d ƒ p y m «v mž ˆn zp y p p m zƒ d d p ª v m ƒ Ÿ xm zƒ ye ª««ƒ ƒ ˆƒ zp Ž p ³ vr Ž Ž ˆn p m p ¹ «Ÿ p v m m «rzp Ž p t º¹ Ž zp y qž r Ž Ž ˆn p p mzƒ l xm zƒ ye Ž zp y q rƒ p z ª mzƒ Ž Ž ˆn mp mzƒ r mp mzƒ x º pye p d p Ÿp Ž y m zƒ vr Ÿp m r Ÿp Ž d zp vž mzƒ ääñï ƒ ƒ ³ p p p±ž mƒ ƒwž m p ƒ ³ d zo ¹ p ƒ zƒ y p d ƒ zp d Ž ±Ž d zp p d ƒ p v
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