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The purpose of this study is to investigate service factors and relationship affecting customer satisfaction by measuring the indexes of the entire high-speed railway station facilities and the train services. In this study, we collected data from 202 KTX passengers and analyzed it with structural equation model (SEM) method. Through exploratory factor analysis (EFA), we find five major service factors such as parking related service(PRS), station convenient facilities relate service(SCS), ticketing services(TIS), service within the train(SWT) and inner environments(INE). As result of hypothesis test, PRS does not influence SWT, whereas SCS and TIS positively affect train related service. Also SWT and INE significantly affect overall service satisfaction of customers. Thus our findings provide that station facilities and train service experience is important factors in order to enhance customer satisfaction.

The Effect of High-speed Railway Station Facilities and Train Related Services on Customer Satisfaction: Based on KTX User Experience