Examining customer satisfaction’s influence on word of mouth and repeat purchase intentions in metro rail services
Từ khóa
DOI:
https://doi.org/10.46223/HCMCOUJS.econ.en.16.4.4192.2026Tóm tắt
This study examines the customer satisfaction development model and its impact on word-of-mouth intention and repeat purchase intention for Metro services in Ho Chi Minh City. Utilizing the American Customer Satisfaction Index (ACSI) model, the study measures the relationship between customer satisfaction and these two behavioral intentions based on survey data from 504 Metro users. The results of the PLS-SEM analysis reveal the influence of various factors on overall satisfaction, as well as the impact of satisfaction on word-of-mouth intention and repeat purchase intention. The findings provide important empirical evidence to optimize Metro service quality, enhance user experience, and encourage public transportation usage. Additionally, the study contributes to shaping sustainable urban transportation strategies, reducing congestion, and improving the quality of life in Ho Chi Minh City.Lượt tải
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