2025, Vol. 6, Issue 2, Part K
Technology-enabled service quality and its role in shaping customer loyalty: Evidence from APSRTC
Author(s): Karri Srinivasu and N Udaya Bhakshar
Abstract:
Purpose: This study investigates the impact of technology-enabled service quality on customer loyalty within the context of Andhra Pradesh State Road Transport Corporation (APSRTC), examining how digital transformation initiatives influence passenger satisfaction and retention.
Design/methodology/approach: A mixed-methods research approach was employed, combining quantitative surveys (n=450) and qualitative interviews (n=25) with APSRTC passengers. Structural Equation Modeling (SEM) was used to test hypotheses regarding the relationships between technology-enabled service quality dimensions and customer loyalty.
Findings: Results reveal that technology-enabled service quality significantly influences customer loyalty (β=0.672, p<0.001), with mobile application functionality (β=0.543, p<0.001) and real-time information systems (β=0.487, p<0.001) being the strongest predictors. Customer satisfaction mediates this relationship (R²=0.451).
Practical implications: The findings provide actionable insights for public transportation authorities to enhance digital service delivery and improve passenger retention through strategic technology investments.
Originality/value: This is among the first studies to comprehensively examine technology-enabled service quality in the context of Indian state road transport corporations, contributing to both service quality literature and public transportation management.DOI: 10.22271/27084515.2025.v6.i2k.822
Pages: 992-997 | Views: 16 | Downloads: 5
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