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http://dx.doi.org/10.12815/kits.2017.16.1.14

A Study on Urban Railway Service Quality by Technology Acceptance Model  

Yu, Hyun (Dept. of Transportation Eng., Univ. of Hanbat National)
Kim, Myungsoo (Dept. of Transportation Eng., Univ. of Hanbat National)
Publication Information
The Journal of The Korea Institute of Intelligent Transport Systems / v.16, no.1, 2017 , pp. 14-25 More about this Journal
Abstract
This study aims to verify the causal relationship between service quality of the urban railway operating agency and users' behaviors, targeting the urban railway users. The perceived ease of use of the urban railway service quality had an influence on tangibility and convenience, and the perceived usefulness was significant to all attributes; therefore, it is judged that reliability, correspondence and safety should be improved to increase the users' perceived ease of use of the urban railway service quality. Based on these study results, the urban railway operating agency should make an effort to increase the perceived ease of use and usefulness of the urban railway to improve the service quality, to positively change the users' attitudes toward use, and to make the positive change connected to the intention of reuse and intention of recommendation, the users' behavior intentions.
Keywords
Urban Railway; Service Quality; User Satisfaction; Technology Acceptance Model; Structural Equation Model;
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