Qatar residents' satisfaction for using the Doha Metro Rail System: An analysis for sustainable transportation
Doha's public transportation system was entirely dependent on publicly run ground transportation services, including buses, taxis, and limousines before the Doha Metro Rail System – a sustainable transportation system, was implemented. This study integrated the Social Exchange Theory (SET) with...
Saved in:
| Main Authors: | , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2025-03-01
|
| Series: | Acta Psychologica |
| Subjects: | |
| Online Access: | http://www.sciencedirect.com/science/article/pii/S0001691825000939 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1825206949589811200 |
|---|---|
| author | Larry C. Flores Ardvin Kester S. Ong Maela Madel L. Cahigas Ma. Janice J. Gumasing Crisha Mae M. Cedron |
| author_facet | Larry C. Flores Ardvin Kester S. Ong Maela Madel L. Cahigas Ma. Janice J. Gumasing Crisha Mae M. Cedron |
| author_sort | Larry C. Flores |
| collection | DOAJ |
| description | Doha's public transportation system was entirely dependent on publicly run ground transportation services, including buses, taxis, and limousines before the Doha Metro Rail System – a sustainable transportation system, was implemented. This study integrated the Social Exchange Theory (SET) with the SERVQUAL 5 dimensions as a higher-ordered construct to assess how satisfied Qatar residents were with the Doha Metro Rail System after three years of service. To encourage commuters to use sustainable public transportation, it is imperative to design methods to assess public travel satisfaction concerning public transportation use as Qatar moves toward a sustainable public transportation system. An online adapted survey of 63 questions was completed by 319 residents of Qatar. The causal relationship between SERVQUAL dimensions, SET, and satisfaction was determined holistically by the application of structural equation modeling (SEM). The study's SEM output revealed that nine variables had significant effects on passengers' trust and satisfaction. These variables included accessibility, perceived economic benefit, crisis management, assurance, reliability, empathy, tangibles, and responsiveness. In addition, five (5) hypotheses were found to be significant. Crisis management, accessibility, and perceived economic benefits all had a considerable positive impact on passenger trust. Evidently, passenger trust has a favorable impact on customer satisfaction. Additionally, service quality and its domains have a substantial impact on passenger satisfaction. These findings provide a comprehensive picture of the elements that influence Qatar residents' satisfaction with the Doha Metro Rail System. Doha Metro service providers and authorities can use these findings to develop and improve public transportation for the benefit of passengers, service providers, and authorities, resulting in more sustainable public transportation. |
| format | Article |
| id | doaj-art-613b78deb9b1483fa3ddbf49789a28f7 |
| institution | Kabale University |
| issn | 0001-6918 |
| language | English |
| publishDate | 2025-03-01 |
| publisher | Elsevier |
| record_format | Article |
| series | Acta Psychologica |
| spelling | doaj-art-613b78deb9b1483fa3ddbf49789a28f72025-02-07T04:46:33ZengElsevierActa Psychologica0001-69182025-03-01253104780Qatar residents' satisfaction for using the Doha Metro Rail System: An analysis for sustainable transportationLarry C. Flores0Ardvin Kester S. Ong1Maela Madel L. Cahigas2Ma. Janice J. Gumasing3Crisha Mae M. Cedron4School of Industrial Engineering and Engineering Management, Mapúa University. 658 Muralla St., Intramuros, Manila, 1002, Philippines; School of Graduate Studies, Mapúa University. 658 Muralla St., Intramuros, Manila 1002, PhilippinesSchool of Industrial Engineering and Engineering Management, Mapúa University. 658 Muralla St., Intramuros, Manila, 1002, Philippines; Corresponding author.School of Industrial Engineering and Engineering Management, Mapúa University. 658 Muralla St., Intramuros, Manila, 1002, PhilippinesDepartment of Industrial and Systems Engineering Gokongwei College of Engineering, De La Salle University, 2401 Taft Ave., Manila 1007, PhilippinesSchool of Industrial Engineering and Engineering Management, Mapúa University. 658 Muralla St., Intramuros, Manila, 1002, PhilippinesDoha's public transportation system was entirely dependent on publicly run ground transportation services, including buses, taxis, and limousines before the Doha Metro Rail System – a sustainable transportation system, was implemented. This study integrated the Social Exchange Theory (SET) with the SERVQUAL 5 dimensions as a higher-ordered construct to assess how satisfied Qatar residents were with the Doha Metro Rail System after three years of service. To encourage commuters to use sustainable public transportation, it is imperative to design methods to assess public travel satisfaction concerning public transportation use as Qatar moves toward a sustainable public transportation system. An online adapted survey of 63 questions was completed by 319 residents of Qatar. The causal relationship between SERVQUAL dimensions, SET, and satisfaction was determined holistically by the application of structural equation modeling (SEM). The study's SEM output revealed that nine variables had significant effects on passengers' trust and satisfaction. These variables included accessibility, perceived economic benefit, crisis management, assurance, reliability, empathy, tangibles, and responsiveness. In addition, five (5) hypotheses were found to be significant. Crisis management, accessibility, and perceived economic benefits all had a considerable positive impact on passenger trust. Evidently, passenger trust has a favorable impact on customer satisfaction. Additionally, service quality and its domains have a substantial impact on passenger satisfaction. These findings provide a comprehensive picture of the elements that influence Qatar residents' satisfaction with the Doha Metro Rail System. Doha Metro service providers and authorities can use these findings to develop and improve public transportation for the benefit of passengers, service providers, and authorities, resulting in more sustainable public transportation.http://www.sciencedirect.com/science/article/pii/S0001691825000939Doha metroPublic transport systemService qualitySocial exchange theorySustainability |
| spellingShingle | Larry C. Flores Ardvin Kester S. Ong Maela Madel L. Cahigas Ma. Janice J. Gumasing Crisha Mae M. Cedron Qatar residents' satisfaction for using the Doha Metro Rail System: An analysis for sustainable transportation Acta Psychologica Doha metro Public transport system Service quality Social exchange theory Sustainability |
| title | Qatar residents' satisfaction for using the Doha Metro Rail System: An analysis for sustainable transportation |
| title_full | Qatar residents' satisfaction for using the Doha Metro Rail System: An analysis for sustainable transportation |
| title_fullStr | Qatar residents' satisfaction for using the Doha Metro Rail System: An analysis for sustainable transportation |
| title_full_unstemmed | Qatar residents' satisfaction for using the Doha Metro Rail System: An analysis for sustainable transportation |
| title_short | Qatar residents' satisfaction for using the Doha Metro Rail System: An analysis for sustainable transportation |
| title_sort | qatar residents satisfaction for using the doha metro rail system an analysis for sustainable transportation |
| topic | Doha metro Public transport system Service quality Social exchange theory Sustainability |
| url | http://www.sciencedirect.com/science/article/pii/S0001691825000939 |
| work_keys_str_mv | AT larrycflores qatarresidentssatisfactionforusingthedohametrorailsystemananalysisforsustainabletransportation AT ardvinkestersong qatarresidentssatisfactionforusingthedohametrorailsystemananalysisforsustainabletransportation AT maelamadellcahigas qatarresidentssatisfactionforusingthedohametrorailsystemananalysisforsustainabletransportation AT majanicejgumasing qatarresidentssatisfactionforusingthedohametrorailsystemananalysisforsustainabletransportation AT crishamaemcedron qatarresidentssatisfactionforusingthedohametrorailsystemananalysisforsustainabletransportation |