Customer Satisfaction on Lahore Orange Line Metro: A P-TRANSQUAL Model Analysis

Abstract

This study empirically investigates the determinants of passenger satisfaction on Lahore’s Orange Line Metro Train (OLMT), a cornerstone of the China-Pakistan Economic Corridor (CPEC). Acknowledging the contextual gap in standard service quality models, this research proposes and validates an improved P-TRANSQUAL model, integrating two novel dimensions—“Safety” and “Convenience”—with the conventional ones: Tangibility, Reliability, Staff, and Comfort. This adaptation better reflects the unique socio-cultural and operational environment of public transport in Pakistan. Data were collected through a structured survey administered to 303 OLMT passengers. The quantitative analysis was rigorously conducted using SPSS for preliminary statistical examinations, including reliability tests and exploratory factor analysis (EFA), and AMOS for conducting confirmatory factor analysis (CFA) and testing the hypothesized relationships via Structural Equation Modeling (SEM). The results robustly indicate that all six dimensions exert a significant positive influence on passenger satisfaction. Specifically, Comfort and Reliability emerged as the strongest predictors, whereas Tangibility and Convenience, though statistically significant, were identified as critical areas requiring urgent managerial intervention, pointing to issues in facility maintenance, cleanliness, and the provision of cultural and modern amenities like prayer rooms and WiFi. The study further confirms the full mediating role of overall perceived service quality in this relationship. Based on these findings, the study proposes a comprehensive improvement strategy comprising a “5S” site management model for enhancing tangible assets, building an integrated accessible travel chain to boost convenience, and initiating a “Service Star” program for staff capability development. This research offers a validated, localized framework for Lahore Orange metro service quality assessment and provides actionable insights for public transport operators in developing countries.