Passengers’ Travel Experience: Determinants, Dynamics, and Management Strategies

Customer experience has become the key success factor to transport providers. For quite a long time, the concept of delivering quality services to guarantee satisfaction to achieve customer loyalty has been acknowledged and practiced. However, late research outcomes uncover that better service quality and satisfaction does not necessarily lead to customers repeat purchase. The question arises as to what is it that ultimately determines customer loyalty. This research argues that in addition to service quality as previous literature suggested, customer experience ultimately affects customer satisfaction and in return future purchase intention. The proposed study takes a holistic approach towards customer experience, which includes factors which are under the control of the service provider and which are not completely under control of a service provider. This study provides literature on customer experience especially passenger travel experience. An attempt has been made to provide a conceptual model that discusses the relationship between customer experience determinants and components. This paper also identifies and discuss important issues worthy of future research.