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Analysis of perceived customer satisfaction in the context of rail transport: a case stude of the Slovak market

Author

Listed:
  • Ludovit Nastisin

    (University of Prešov, Slovakia)

  • Beata Gavurova

    (Technical University of Košice, Slovakia)

  • Radovan Bačík

    (University of Prešov, Slovakia)

  • Ivan Kopor

    (University of Prešov, Slovakia)

  • Stefan Kral

    (University of Prešov, Slovakia)

Abstract

Rail transport is one of the most widely used modes of transport in most parts of the world. Therefore, knowing what customers think of its quality means valuable information for making informed decisions. The aim of this paper is to assess the statistical significance of the relationships between selected analyzed variables of passenger satisfaction with rail transport in the selected market. To achieve this goal, the paper made use of questionnaire data. Data collection took place in the months of February to April 2022. A total of 252 verified records were included in the analysis. Prior to the analysis, the authors researched relevant literature and existing research studies (basic framework for the analysis). The research part of the study made use of the Mann-Whitney U test and the Kruskal-Wallis test to analyze the differences, followed by the Spearman’s correlation coefficient to assess the relationships. The results did not confirm the statistical significance of the differences in the context of the analyzed groups, but in the case of the context of the individual analyzed factors, statistical significance was observed. The findings were put into a wider context in terms of the existing research. The limitations of the study and the possibilities for future research were also outlined.

Suggested Citation

  • Ludovit Nastisin & Beata Gavurova & Radovan Bačík & Ivan Kopor & Stefan Kral, 2022. "Analysis of perceived customer satisfaction in the context of rail transport: a case stude of the Slovak market," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 9(4), pages 427-438, June.
    • Handle: RePEc:ssi:jouesi:v:9:y:2022:i:4:p:427-438
    DOI: 10.9770/jesi2022.9.4(23)
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    References listed on IDEAS

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    1. Paulina Periokaitė & Nomeda Dobrovolskienė, 2021. "The impact of COVID-19 on the financial performance: a case study of the Lithuanian transport sector," Post-Print hal-03584027, HAL.
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    More about this item

    Keywords

    analysis; satisfaction; customer; railway transport; Slovak market;
    All these keywords.

    JEL classification:

    • M19 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Other
    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General

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