The Impact of Technology-Enabled Service Quality on Customer Loyalty in Public Transportation: Developing a conceptual model

ABSTRACT This conceptual paper examines the relationship between technology-enabled service quality (TESQ), defined as a second-order construct, and customer loyalty in the public transportation sector, focusing on the Andhra Pradesh State Road Transport Corporation (APSRTC). It argues that enhancing service quality through technological interventions positively influences customer loyalty, though this effect is indirect and mediated by key factors: customer satisfaction, trust, perceived value, perceived risk, brand image, and convenience. The study highlights that TESQ impacts customer loyalty by improving satisfaction, building trust in the technology and provider, increasing perceived value, reducing perceived risk, strengthening brand image, and enhancing convenience. It also emphasizes that the way technology is implemented—through AI, mobile, and smart applications—significantly shapes the passenger experience. By integrating insights from service quality and technology research, this paper proposes a comprehensive theoretical framework that guides both academics and practitioners. It addresses a gap in the literature and offers actionable strategies for public transportation providers to enhance service delivery, aiming to foster more sustainable and customer-centric transport systems adaptable across various public transport settings.