Examining customer satisfaction’s influence on word of mouth and repeat purchase intentions in metro rail services

Authors

  • Tran Tuan Anh
    Hoa Sen University, Ho Chi Minh City, Viet Nam
    https://orcid.org/0009-0004-9948-9332
  • Nguyen Thi Binh Minh
    Nong Lam University, Ho Chi Minh City, Viet Nam
  • Duong Thi Thu Thinh
    Nong Lam University, Ho Chi Minh City, Viet Nam
  • Khuc Dinh Nam
    Nong Lam University, Ho Chi Minh City, Viet Nam

DOI:

10.46223/HCMCOUJS.econ.en.16.4.4192.2026

Keywords:

ACSI model; metro; public transportation; repeat purchase intention; satisfaction; urban mobility; word-of-mouth intention

JEL Classification:

M10; M15; M39

Abstract

This study examines the customer satisfaction development model and its impact on word-of-mouth intention and repeat purchase intention for Metro services in Ho Chi Minh City. Utilizing the American Customer Satisfaction Index (ACSI) model, the study measures the relationship between customer satisfaction and these two behavioral intentions based on survey data from 504 Metro users. The results of the PLS-SEM analysis reveal the influence of various factors on overall satisfaction, as well as the impact of satisfaction on word-of-mouth intention and repeat purchase intention. The findings provide important empirical evidence to optimize Metro service quality, enhance user experience, and encourage public transportation usage. Additionally, the study contributes to shaping sustainable urban transportation strategies, reducing congestion, and improving the quality of life in Ho Chi Minh City.

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References

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Issue 16(4)2026

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Received: 02-03-2025
Accepted: 02-05-2025
Published: 10-08-2025

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How to Cite

Tran, T. A., Nguyen, T. B. M., Duong, T. T. T., & Khuc, D. N. (2025). Examining customer satisfaction’s influence on word of mouth and repeat purchase intentions in metro rail services. HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, 16(4), 40–59. https://doi.org/10.46223/HCMCOUJS.econ.en.16.4.4192.2026

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Copyright (c) 2026 Tran Tuan Anh; Nguyen Thi Binh Minh; Duong Thi Thu Thinh; Khuc Dinh Nam

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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.