Survey on Student Satisfaction with Metro Services in Ho Chi Minh City: The Case of Metro Line No. 1

Abstract

In late 2024 and early 2025, the use of Metro Line No.1 in Ho Chi Minh City has become a prominent trend. This metro line's establishment not only represents a revolution in public transportation but also a shift in how people, particularly students and young adults, travel. The metro is regarded as a cutting-edge, secure, and eco-friendly method of transportation that helps to lessen traffic and air pollution in Vietnam's most populated city. This is the premise for the group of authors to conduct research on the topic: "Survey on Student Satisfaction with Metro Services in Ho Chi Minh City: The Case of Metro Line No. 1" to summarize and determine the level of influence of factors on customer satisfaction, thereby proposing appropriate recommendations so that Metro Line No. 1 will increasingly develop, opening a new era for the convenience of Viet Nam’s public transport. The topic is based on the theoretical foundations that the authors have synthesized and determined to include the following 11 factors: Tangibles (TG), Reliability (RE), Punctuality (PT), Comfort (CF), Safety (ST), Cleanliness (CL), Cost Effectiveness (CE), Staff Attitude (SA), Bus Connectivity (BC), Personal Vehicle Connection (PV), Transfer Points (TP). To examine the proposed relationships, the research team collected 264 valid responses and conducted a reliability analysis of the scale through Cronbach Alpha's coefficient, exploratory factor analysis (EFA) and regression analysis using SPSS software. The results showed that 7 factors have statistical significance, positively affecting Student Satisfaction (SS), which are Tangibles (TG), Reliability (RE), Punctuality (PT), Comfort (CF), Safety (ST), Cost Effectiveness (CE), Bus Connectivity (BC). Based on those results, the group of authors will recommend some appropriate measures to support Metro Line No. 1 to satisfy students and further improve service quality for further development in the future