The Impact of Service Innovation on Passenger Satisfaction in Dubai Metro

Impak Inovasi Perkhidmatan terhadap Kepuasan Penumpang di Metro Dubai

Authors

  • Maryam Alsaffar Pusat Pengajian Teras, Unuversiti Sains Islam Malaysia, 71800 Nilai, Negeri Sembilan, Malaysia & Head of Revenue Protection, Keolis MHI, 10828 Dubai, UAE
  • Farah Laili Muda @ Ismail Pusat Pengajian Teras, Universiti Sains Islam Malaysia, 71800 Nilai, Negeri Sembilan, Malaysia

DOI:

https://doi.org/10.33102/sainsinsani.vol9no1.618

Keywords:

Service Innovation, Passenger Satisfaction, Metro Systems

Abstract

Abstract: The metro systems have witnessed a significant growth and development over recent decades due to the advancement in innovated technologies in transport industries. Dubai Metro is a result of the tremendous development in the United Arab Emirates. However, metro service operations have become challenging, especially in urban areas that are characterized by the dynamic increase in population so passenger satisfaction could be a difficult objective to obtain. The particular mechanisms by which service innovation influences passenger satisfaction have not been well investigated in the literature, especially in the case of Dubai Metro. Due to that, studying passenger satisfaction allows for the identification of areas that require attention and improvement, leading to more efficient and effective metro transportation systems. Therefore, this paper aims to highlight the role of service innovation on passenger satisfaction in Dubai Metro. A study on Dubai Metro is based on the perspective of disruptive innovation theory to help this company to attain a high level of passenger satisfaction due to service innovation. The analysis of literatures reveals a substantial relationship between service innovation in metro transport sector and passenger satisfaction. the research on passenger satisfaction is critical for the development of public transport in general and metro systems in particular because it provides valuable insights into the needs and preferences of commuters. By understanding what makes passengers satisfied, transport authorities can make informed decisions to improve the quality of services, enhance overall customer experience, and ultimately increase ridership.

 

Abstrak: Sistem metro telah menyaksikan pertumbuhan dan pembangunan yang ketara sejak beberapa dekad kebelakangan ini disebabkan oleh kemajuan dalam teknologi berinovasi dalam industri pengangkutan. Metro Dubai adalah hasil daripada pembangunan yang luar biasa di Emiriah Arab Bersatu. Walau bagaimanapun, operasi perkhidmatan metro telah menjadi mencabar, terutamanya di kawasan bandar yang bercirikan dinamik pertambahan penduduk sehingga kepuasan penumpang boleh menjadi objektif yang sukar diperoleh. Walaupun mekanisme tertentu yang mana inovasi perkhidmatan mempengaruhi kepuasan penumpang belum disiasat dengan baik dalam literatur, terutamanya dalam kes metro Dubai. Untuk itu, mengkaji kepuasan penumpang membolehkan mengenal pasti kawasan yang memerlukan perhatian dan penambahbaikan, yang membawa kepada sistem pengangkutan metro yang lebih cekap dan berkesan. Oleh itu, tujuan kertas kerja ini adalah untuk menonjolkan peranan inovasi perkhidmatan terhadap kepuasan penumpang di metro Dubai. Kajian mengenai metro Dubai adalah berdasarkan perspektif teori inovasi yang mengganggu untuk membantu syarikat ini mencapai tahap kepuasan penumpang yang tinggi dalam inovasi perkhidmatan yang wajar. Analisis literatur mendedahkan hubungan yang ketara antara inovasi perkhidmatan dalam sektor pengangkutan metro dan kepuasan penumpang. penyelidikan dalam kepuasan penumpang adalah penting untuk pembangunan pengangkutan awam amnya dan sistem metro khususnya kerana ia memberikan pandangan berharga tentang keperluan dan keutamaan penumpang. Dengan memahami perkara yang membuatkan penumpang berpuas hati, pihak berkuasa pengangkutan boleh membuat keputusan termaklum untuk meningkatkan kualiti perkhidmatan, meningkatkan keseluruhan pengalaman pelanggan dan akhirnya meningkatkan jumlah penumpang.

Downloads

Download data is not yet available.

References

Abenoza, R. F., Cats, O., & Susilo, Y. O. (2017). Travel satisfaction with public transport: Determinants, user classes, regional disparities and their evolution. Transportation Research Part A: Policy and Practice, 95, 64-84.

Acuto, M. (2010), High-Rise Dubai Urban Entrepreneurialism and The Technology of Symbolic Power, Cities, 27(4), 272-284.

Agarwal, S., Singh, V., Singh, D., Gupta, T., & Hussain, A. (2023). A real-time GPS-based android system for enhanced fleet management. International Research Journal of Modernization in Engineering Technology and Science, 5(5), 2237-2243.

Ahmad, A. O., Fam, S. F., Chuan, Z. L., Wahjono, S. I., Nusa, N. M., & Husseini, S. A. (2022). Integration of TQM practices and ERP to enhance innovation culture and innovative work behavior: A proposed framework. Journal of Positive School Psychology, 6(3), 4668-4676.

Akob, M., Yantahin, M., Ilyas, G. B., Hala, Y., & Putra, A. H. P. K. (2021). Element of Marketing: SERVQUAL Toward Patient Loyalty in the Private Hospital Sector. Journal of Asian Finance, Economics, and Business, 8(1), 419.

Alade, T., & Edelenbos, J. (2020). A Sustainable Approach to Innovation Adoption in Light-Rail Transport. Sustainability, 12, 1-22.

Alam, S., Chowdhury, M., & Siddique, A. B. (2021, December). A user-friendly android application featuring smart ticketing system and destination announcement for metro rail based rapid transport system in Bangladesh. In 2021 3rd International Conference on Electrical & Electronic Engineering (ICEEE) (pp. 29-32). IEEE.

AlArabiya.Net. (2023, April 25). Al Arabiya.Net. https://english.alarabiya.net/life-style/2023/04/25/-In-new-milestone-Dubai-Metro-hits-over-two-billion-riders-since-opening

Alkharabsheh, A., Moslem, S., Oubahman, L., & Duleba, S. (2021). An integrated approach of multi-criteria decision-making and grey theory for evaluating urban public transportation systems. Sustainability, 13(5), 2740.

Alonso, A., Monzón, A., & Cascajo, R. (2018). Measuring negative synergies of urban sprawl and economic crisis over public transport efficiency: the case of Spain. International Regional Science Review, 41(5), 540-576.

Anna, H., & Emma, O. (2019). Future technology in public transportation – a qualitative study based on public transportation authority’s attitudes. [Bachelor Thesis. University of Boras].

Arfat, R. C., M., Rakibul Hasan, M., & Islam, A. (2022). Augmented trolley services for metro stations: An innovative metro journey experience. Proceedings of the 2nd International Conference on Advanced Research in Supply Chain Management. https://doi.org/10.33422/2nd.supplychainconf.2022.08.040

Aydin, N., Celik, E., & Gumus, A. T. (2015). A hierarchical customer satisfaction framework for evaluating rail transit systems of Istanbul. Transportation Research Part A: Policy and Practice, 77, 61-81.

Bert, V. W., Jan, A. A., & Jonathan, K. (2022). Innovations in Transport Success, Failure and Societal Impacts. Edward Elgar Publishing Limited

Bhanu, M. B. K. (2023). Riding the Rails with Confidence: A SERVQUAL Model Analysis of Service Quality in Kochi Metro. IJARIIE, 9(4), 850-862.

Bharadwaj, Y. P., & Singh, M. (2021). A Study to Analyse the Perception of Commuters towards Service Quality of Delhi Metro Rail Corporation: Empirical Study. Turkish Journal of Computer and Mathematics Education, 12(5), 701-708.

Bobley. G. (2016). 7 Things You Never Knew About the Dubai Metro, Available: https://me.popsugar.com/how-to/Facts-About-Dubai-Metro-42235389. (Accessed on 25th November 2017)

Bongaerts, R., Kwiatkowski, M., & König, T. (2017). Disruption technology in mobility: customer acceptance and examples. Phantom Ex Machina: Digital Disruption’s Role in Business Model Transformation, 119-135.

Borhan, M. N., Ibrahim, A. N. H., Syamsunur, D., & Rahmat, R. A. (2019). Why public bus is a less attractive mode of transport: A case study of Putrajaya, Malaysia. Periodical Polytechnical Transportation Engineering, 47(1), 82-90.

Brakewood, C., & Watkins, K. (2019). A literature review of the passenger benefits of real-time transit information. Transport Reviews, 39(3), 327–356.

Buccieri, D., Javalgi, R. R. G., & Gross, A. (2023). Innovation and differentiation of emerging market international new ventures the role of entrepreneurial marketing. Journal of Strategic Marketing, 31(3), 549-577.

Chen, C. F. (2008). Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan. Transportation Research Part A: Policy and Practice, 42(4), 709-717.

Chen, J. K., Batchuluun, A., & Batnasan, J. (2015). Services innovation impact to customer satisfaction and customer value enhancement in airport. Technology in Society, 43, 219-230.

Christensen, C. M., Raynor, M. E. (2013). The Innovator's Solution: Creating and Sustaining Successful Growth. Harvard Business Review Press.

Das, A. M., Ladin, M. A., Ismail, A., & Rahmat, R. O. (2013). Consumer’s satisfaction of public transport monorail user in Kuala Lumpur. Journal of Engineering Science and Technology, 8(3), 272-283.

De Oña, J., & De Oña, R. (2015). Quality of service in public transport based on customer satisfaction surveys: A review and assessment of methodological approaches. Transportation Science, 49(3), 605-622.

De Oña, J., de Oña, R., Eboli, L., Forciniti, C., & Mazzulla, G. (2016). Transit passengers’ behavioural intentions: the influence of service quality and customer satisfaction. Transport-Metrica A : Transport Science, 12(5), 385-412.

Díez-Mesa, F., de Oña, R., & de Oña, J. (2018). Bayesian networks and structural equation modelling to develop service quality models: Metro of Seville case study. Transportation Research Part A: Policy and Practice, 118, 1-13.

Drabicki, A., Kucharski, R., Cats, O., & Szarata, A. (2021). Modelling the effects of real-time crowding information in urban public transport systems. Transport-Metrica A: Transport Science, 17(4), 675-713.

Duleba, S., & Moslem, S. (2019). Examining Pareto optimality in analytic hierarchy process on real Data: An application in public transport service development. Expert Systems with Applications, 116, 21-30.

Eboli, L., & Mazzulla, G. (2009). A new customer satisfaction index for evaluating transit service quality. Journal of Public transportation, 12(3), 21-37.

Ekwiriyaton, P., & Hamra, W. (2022). selected service quality factors that influence the satisfaction of public land transport users in Bangkok. Sripatum Chonburi Journal, 18(4), 42-57.

Esmailpour, J., Aghabayk, K., Aghajanzadeh, M., & De Gruyter, C. (2022). Has COVID-19 changed our loyalty towards public transport? Understanding the moderating role of the pandemic in the relationship between service quality, customer satisfaction and loyalty. Transportation Research Part A: Policy and Practice, 162, 80-103.

Etale, L. M., & Akpi, P. (2022). Service Innovation and Customer Satisfaction Nexus of the Transportation Sector of Yenagoa, Bayelsa State. European Journal of Logistics, Purchasing and Supply Chain Management, 10(1), 15-23.

Fox, S. J. (2020). The risk of disruptive technology today (A case study of aviation–Enter the drone). Technology in Society, 62(1).

Gemici, E., & Alpkan, L. (2015). An application of disruptive innovation theory to create a competitive strategy in Turkish air transportation industry. Procedia-Social and Behavioral Sciences, 207, 797-806.

Gemici, E., & Alpkan, L. (2015). An application of disruptive innovation theory to create a competitive strategy in Turkish air transportation industry. Procedia-Social and Behavioral Sciences, 207, 797-806.

Giao, H. N. K. (2021). Customer satisfaction of Vietnam airline domestic services. Ha Nam Khanh International Journal of Quality Innovation, 3(10), 1-11. DOI 10.1186/s40887-017-0019-4.

Gómez-Ortega, A., Flores-Ureba, S., Gelashvili, V., & Jalón, M. L. (2023). Users’ perception for innovation and sustainability management: Evidence from public transport. Review of Managerial Science, 18, 859-882. https://doi.org/10.1007/s11846-023-00625-0.

Grujičić, D., Ivanović, I., Jović, J., & Đorić, V. (2014). Customer perception of service quality in public transport. Transport, 29(3), 285-295.

Gui, B., Liu, Y., Ju, Y., & Ye, X. (2018). Disruptive innovation patterns driven by mega-projects: a sustainable development pattern case of China’s high-speed rail. Sustainability, 10(4), 1154.

Gui, J., & Wu, Q. (2020). Customized Passenger Transport Service Innovation for Intelligent Time: Evidence from Empirical Data in Siping. In Proceedings of the Seventh International Forum on Decision Sciences (pp. 175-183). Springer Singapore.

Gustafsson, A., Snyder, H., & Witell, L. (2020). Service Innovation: A New Conceptualization and Path Forward. Journal of Service Research, 23(2), 111–115.

Gutiérrez, A., Miravet, D., & Domènech, A. (2021). COVID-19 and urban public transport services: emerging challenges and research agenda. Cities & Health, 5(sup1), S177-S180.

Harahap, S. M., Cahyarini, W., Utami, D. N. I., Wijayanti, W. R., & Ulkhaq, M. M. (2021). Measuring service quality using IPGA model: A case study in the Indonesian train station. AIP Conference Proceedings, (Vol. 2409, No. 1, 020018).

Ibrahim, A. N. H., Borhan, M. N., Zakaria, N. A., & Zainal, S. K. (2019). Effectiveness of commuter rail service toward passenger’s satisfaction: A case study from Kuala Lumpur, Malaysia. International Journal of Engineering and Technology, 8(1), 50-55.

Ibrahim, A. N., Borhan, M. N., Md. Yusoff, N. I., & Ismail, A. (2020). Rail-based public transport service quality and user satisfaction – A literature review. Promet – Traffic & Transportation, 32(3), 423-435.

Ingvardson, J. B., Nielsen, O. A., Raveau, S., & Nielsen, B. F. (2018). Passenger arrival and waiting time distributions dependent on train service frequency and station characteristics: A smart card data analysis. Transportation Research Part C: Emerging Technologies, 90, 292-306.

Jaskyte, K., & Liedtka, J. (2022). Design thinking for innovation: Practices and intermediate outcomes. Non-profit Management and Leadership, 32(4), 555-575.

Javed, M. K., & Wu, M. (2020). Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ experience and future confidence with the retailer. Journal of Retailing and Consumer Services, 54, 1-7. https://doi.org/10.1016/j.jretconser.2019.101942

Javid, M. A., Okamura, T., Nakamura, F., & Wang, R. (2013). Comparison of commuters’ satisfaction and preferences with public transport: A case of wagon service in Lahore’. Jordan Journal of Civil Engineering, 7(4), 461–472.

Jou, Y. T., Saflor, C. S., Mariñas, K. A., & Young, M. N. (2023). Determining Factors Affecting Perceived Customer Satisfaction on Public Utility Bus System in Occidental Mindoro, Philippines: A Case Study on Service Quality Assessment during Major Disruptions. Sustainability, 15(4), 1-21.

Kamarudeen, N, Sundarakani, B., & Nabhan, M. (2018). Study of Service Operations of Metro: Action research embedded with case study.In Proceedings of the International Conference on Industrial Engineering and Operations Management (pp 771-787).

Keilo, J., & Montagne, C. (2012), Dubai Metro and RTA Dubai Bus: Local Efficiency and the City's Global Image. Megaron, 7(S1), 113-121.

Kivimaa, P., Laakso, S., Lonkila, A., & Kaljonen, M. (2021). Moving beyond disruptive innovation: A review of disruption in sustainability transitions. Environmental Innovation and Societal Transitions, 38, 110-126.

Kökalan, Ö., & Tutan, A. (2021). Passenger Satisfaction Scale for Public Transportation. Transportation Research Record, 2675(3), 44-52.

Kumar, B. S. P. (2021). A Study on Consumer Satisfaction Towards Hyderabad Metro Rail Services. International Journal of Research Publication and Reviews, 2(3), 154-158

Laisak, A. H., Rosli, A., & Sa’adi, N. (2021). The effect of service quality on customers' satisfaction of Inter-District Public bus companies in the Central Region of Sarawak, Malaysia. International Journal of Marketing Studies, 13(2), 53–67.

Lee, W. L., Liu, C. H., & Tseng, T. W. (2022). The multiple effects of service innovation and quality on transitional and electronic word-of-mouth in predicting customer behaviour. Journal of Retailing and Consumer Services, 64, 1-10.

López, M. G., Taques, F. H., Basso, L. F., & Areal, N. (2021). Indicators used to measure service innovation and manufacturing innovation. Journal of Innovation & Knowledge, 6(1), 11-26.

Madhusudan, C., & Panneerselvam, R. (2020). A four-stage framework for disruptive innovation. International Journal of Business Excellence, 22(4), 474-491.

Meelen, T., Truffer, B., & Schwanen, T. (2019). Virtual user communities contributing to upscaling innovations in transitions: The case of electric vehicles. Environmental Innovation and Societal Transitions, 31, 96–109.

Nalmpantis, D., Roukouni, A., Genitsaris, E. (2019). Evaluation of innovative ideas for Public Transport proposed by citizens using Multi-Criteria Decision Analysis (MCDA). European Transport Research Review. 11(22), 1-16.

Narayanaswami, S. (2017). Urban transportation: innovations in infrastructure planning and development, The International Journal of Logistics Management, 28(1), 150-171.

Nasution, A. A., Erwin, K., & Bartuska, L. (2020). Determinant study of conventional transportation and online transportation. Transportation Research Procedia, 44, 276-282.

Ni, A., Zhang, C., Hu, Y., Lu, W., & Li, H. (2020). Contribution mechanism of the corporate image on passenger satisfaction with public transport in China. Transport Policy, 94, 54–65.

Ojo, T. K., Okoree, D., & Mireku, S. D. (2014). Service quality and customer satisfaction of public transport on Cape Coast-Accra Route, Ghana. Developing Country Studies, 4(18), 142-149.

Ong, J. Y., Ong, W. C., Ong, A. C., & On, K. Q. (2022). Service Quality and Customer Satisfaction: A Study of MyRapid in Malaysia. International Journal of Tourism and Hospitality in Asia Pasific (IJTHAP), 5(3), 117-130.

Parahoo, S. K., Lea Harvey, H., & Ayyagari, M. (2018). Marketing of Public Services: The Impact of Service Quality, Reputation and Consumer Engagement on Customer Perceived Value, Satisfaction and Loyalty. Economic Analysis, 51(1-2), 60-78.

Pasharibu, Y., Paramita, E. L., & Febrianto, S. (2018). Price, service quality and trust on online transportation towards customer satisfaction. Journal of Economics and Business, 21(2), 241-266.

Pasquale, G., Santos, A., Leal, A., & Tozzi, M. (2016). Innovative Public Transport in Europe, Asia and Latin America: A Survey of Recent Implementations. Transportation Research Procedia, 14(1), 3284-3293.

Petrov, A., & Petrova, D. (2021). Open Business Model of Covid-19 Transformation of an Urban Public Transport System: The Experience of a Large Russian City. Journal for Open Innovation Technology Market Complex. 7, 171-179.

Rahaju, T., Pradana, G. W., & Eprilianto, D. F. (2021, November). Public Service Innovation Through Suroboyo Bus to Improve the Accessibility of Public Transportation. In TIC 2020: Proceedings of the 1st Tidar International Conference on Advancing Local Wisdom Towards Global Megatrends, TIC 2020, 21-22 October 2020, Magelang, Central Java, Indonesia (p. 134). European Alliance for Innovation.

Raynor, M. E. (2011). Disruptive innovation: the Southwest Airlines case revisited. Strategy & Leadership, 39(4), 31-34.

Rhee, K. S., Zheng, J., Wang, Y., & Tan, Y. (2023). Value of Information Sharing via Ride-Hailing Apps: An Empirical Analysis. Information Systems Research, 34(3), 1228-1244.

Ricardianto, P., Hidayat, N. S., Manik, P., Widiyanto, P., & Susanto, P. C. (2021). Guidelines for Measuring the Success of Traffic Safety Action Plan. International Journal of Research in Commerce and Management Studies, 3(1), 37-50.

Romero, C., Monzón, A., Alonso, A., & Julio, R. (2020). Added value of a customized transit app for metropolitan bus trips. Transportation Research Procedia, 47, 513-520.

Saeidi, T., Mesbah, M., & Habibian, M. (2020). Sequenced ordered logit model considering latent variables for determining trip satisfaction of metro passengers. Transportation Research Record, 2674(9), 755-766.

Sahraei, M., Mesbah, M., Habibian, M., Saeidi, T., & Soltanpour, A. (2023). How transit improvements are perceived by passengers? Results of a before-after customer satisfaction survey. Archives of Transport, 65(1), 53-66.

Saundalkar, A. (2023, April 24). Over 2 billion commuters have used the Dubai Metro since its launch. What's On. https://whatson.ae/2023/04/over-two-billion-commuters-have-used-the-dubai-metro/

Saw, Y. Q., Dissanayake, D., Ali, F., & Bentotage, T. (2020). Passenger satisfaction towards metro infrastructures, facilities, and services. Transport Research Procedia, 48, 3980-3995.

Schot, J., & Steinmueller, W.E. (2018). Three frames for innovation policy: R&D, systems of innovation and transformative change. Research Policy, 47(9), 1554–1567.

Schroten, A., Van Grinsven, A., Tol, E., Leestemaker, L., Schackmann, P. P., Vonk-Noordegraaf, D., Van Meijeren, J., Kalisvaart, S. (2020). Research for TRAN Committee – The impact of emerging technologies on the transport system, European Parliament, Policy Department for Structural and Cohesion Policies, Brussels.

Shahbandari, S. (2017). Dubai Metro Route 2020: Shaikh Mohammad launches drilling work, Gulf news, 25th October, 1-2.

Shamsudin, M. F. (2020). The effect of service quality on customer satisfaction towards Myrapid bus services. Available at SSRN 3812084.

Shamsudin, M. F., Abu Bakar, A. R., & Hashim, F. (2023). Understanding passengers’ satisfaction and loyalty towards ridesharing services. Global Business and Organizational Excellence, 42(2), 29-44.

Si, S., & Chen, H. (2020). A literature review of disruptive innovation: What it is, how it works and where it goes. Journal of Engineering and Technology Management, 56, 101568.

Simanjuntak, M. (2021). Designing of Service-Dominant Logic and Business Model Canvas: Narrative Study of Village Tourism. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 73–80

Solano, S. E., Casado, P. P., & Román, C. P. (2021). The Disclosure of Environmental Information in Urban Public Transport Companies in Spain. Progress in Ethical Practices of Businesses: A Focus on Behavioral Interactions, 189-206.

Soto Setzke, D., Riasanow, T., Böhm, M., & Krcmar, H. (2023). Pathways to digital service innovation: The role of digital transformation strategies in established organizations. Information Systems Frontiers, 25(3), 1017-1037.

Stuart, K., Mednick, M., & Bockman, J. (2000). Structural equation model of customer satisfaction for the New York City subway system. Transportation Research Record: Journal of the Transportation Research Board, (1735), 133‐137.

Tesorero, A. (2016). Dubai Metro: 7 years and 830 million riders, Khaleej Times, 9 September, 1-2.

Tran, H. Q., Tu, S. S., Ngo, M. N., Huynh, T. T. K., Nguyen, T. A., Nguyen, H. B., & Nguyen, M. H. (2023). Analyzing the passengers’ satisfaction with the services in long-distance bus stations–The case of Mien Dong station in Ho Chi Minh City, Vietnam. In IOP Conference Series: Materials Science and Engineering (Vol. 1289, No. 1, p. 012048). IOP Publishing.

Urbinati, A., Chiaroni, D., Chiesa, V., Franzò, S., & Frattini, F. (2018). An exploratory analysis on the contextual factors that influence disruptive innovation: The case of Uber. International Journal of Innovation and Technology Management, 15(03).

Wang, S., Weber, T., & Schramm, D. (2023). Simulative Study of an Innovative On-Demand Transport System Using a Realistic German Urban Scenario. Future Transp, 3(1), 38-56.

Xu, X., Lu, Y., Wang, Y., Li, J., & Zhang, H. (2020). Improving service quality of metro systems-A case study in the Beijing metro. IEEE Access, 8, 12573-12591.

Xue, Y., & Chen, J. (2019). Research on the influence of Service quality, passenger satisfaction and passenger loyalty on Fuzhou Metro Line 1. International Journal of New Developments in Engineering and Society, 3(4), 117-125.

Yudhanto, M. A., & Nurjaman, A. (2022). Public Service Innovation Through the Implementation of the E-Boarding Pass System on Long Distance Trains at PT. Indonesian Railways (Persero). Jurnal Public Policy, 8(3), 155-160.

YuSheng, K., & Ibrahim, M. (2019). Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana. International journal of bank marketing, 37(5), 1215-1233.

Zahra, R. A. (2023). The Effect of E-Service Quality as the Implementation of Public Service Innovation on Customer Satisfaction and its Impact to Customer Engagement with Perceived Value as Mediating Variable (Study in Gemilang Android Application as a Public Service in Kabupaten Tangerang). [Doctoral dissertation, General Soedirman University].

Published

2024-05-31
CITATION
DOI: 10.33102/sainsinsani.vol9no1.618
Published: 2024-05-31
033 OJS add phone number field

How to Cite

Alsaffar, M., & Muda @ Ismail, F. L. (2024). The Impact of Service Innovation on Passenger Satisfaction in Dubai Metro: Impak Inovasi Perkhidmatan terhadap Kepuasan Penumpang di Metro Dubai. Sains Insani, 9(1), 69-84. https://doi.org/10.33102/sainsinsani.vol9no1.618
سرور مجازی ایران Decentralized Exchange