An Empirical Assessment of Servicescape Quality and its Impact on Passenger Experience in Rail Transport

Abstract

This study evaluates passengers’ expectations and perceptions regarding the physical environment quality of Brașov Railway Station. Using the SERVQUAL model, this study investigates the gap between perceived and expected performance for specific attributes of the physical environment. Additionally, an Importance–Performance Matrix has been employed to identify and prioritize areas requiring improvement. The results show that passengers consider safety, cleanliness, and ergonomic furniture to be critical aspects in need of urgent attention. These findings provide practical insights for enhancing the overall travel experience and the perceived quality of the physical environment in the context of a railway station.