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An exploratory analysis of observed and latent variables affecting intercity train service quality in developing countries

机译：对观察和潜在变量影响发展中国家城际列车服务质量的探索性分析

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摘要

Service quality (SQ) and customer satisfaction as perceived by 1037 passengers on intercity train services in Bangladesh were examined using structural equation modeling to explain the overall SQ of intercity train service. This study presents two structural equation models to reveal the influence of the observed variables on the SQ of intercity train service in the context of a developing country. Out of the two models, the best one is selected based on statistical parameters and resemblance with real life expectations. The framework of the models is based on eighteen observed variables; among them five were considered as endogenous and rest of the thirteen as exogenous variables. The number of latent variables used in the models is one, which is confirmed by the factor analysis. Out of the eighteen observed variables, `Overall security', `Female harassment', `Fitness of compartment' and `Waiting place condition' are found to be the variables which predominantly influence SQ. Moreover, the effect of heterogeneity among users on the performance of the best model is investigated. All the study findings match the real life scenario of a developing country. Acknowledging limited resources of a developing country, the present study provides a guideline to the railway operator for making the intercity train service more attractive for both prospective and existing users.
机译：使用结构方程模型对孟加拉国1037名城际列车服务的乘客所感知的服务质量（SQ）和客户满意度进行了研究，以解释城际列车服务的整体SQ。这项研究提出了两个结构方程模型，以揭示在发展中国家的情况下观察到的变量对城际列车服务的SQ的影响。在这两种模型中，最好的一种是根据统计参数和与现实生活中的期望相似的模型来选择的。这些模型的框架基于十八个观测变量。其中五个被视为内生变量，其余十三个被视为外生变量。模型中使用的潜在变量数为1，这已通过因子分析得到确认。在观察到的18个变量中，发现“总体安全性”，“女性骚扰”，“车厢的舒适性”和“等候场所条件”是主要影响SQ的变量。此外，研究了用户之间异构性对最佳模型性能的影响。所有研究结果均符合发展中国家的现实生活情况。由于认识到发展中国家的资源有限，本研究为铁路运营商提供了一个指南，使城际列车服务对潜在用户和现有用户都更具吸引力。

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