Impact of Service Quality on the Intention of Passengers to Use Public Transportation in Vietnam: A Case Study of the Cat Linh - Ha Dong Metro Line

Đỗ Hoàng Phương; Đỗ Nguyệt Minh; Phạm Hoàng Anh

Issue: Số 14 - Tháng 6 - 2024 Quản trị - Quản lý

Impact of Service Quality on the Intention of Passengers to Use Public Transportation in Vietnam: A Case Study of the Cat Linh - Ha Dong Metro Line

Published: July 28, 2026

Abstract

Public transportation usage is regarded as a civilized and modern trend to solve the traffic overload issue in urban areas. However, from the customer's perspective, the quality of public transportation should be continuously improved to regain competition and attract more passengers. This study analyzed the satisfaction of passengers with the service quality of the Cat Linh - Ha Dong metro line, the first metro line in Vietnam. The study surveyed 319 passengers. The results indicated that functional quality and outcome quality have significant impacts, while sensory quality has a slight impact and technical quality has no impact on the intention of passengers to use public transport. Based on the study’s results, some implications were proposed to improve the service quality of public transportation in Vietnam.

Keywords

service quality intention to use public transport customers Cat Linh - Ha Dong metro line.

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