The Impact of AL-Haramain Train Project Service Quality on Saudi Stakeholders Satisfaction

Abstract

This research aims to identify the primary factors influencing stakeholder satisfaction with the Al-Haramain Train Project, as it is one of the most significant infrastructure projects contributing to the Kingdom of Saudi Arabia's ambitions under Vision 2030. Furthermore, the study focuses on passenger experiences during peak seasons, such as the Hajj and Umrah, when the demand and expectations linked to this service rise significantly. Based on the SERVQUAL model and Expectation Confirmation Theory (ECT), the research examines the relationships between service quality, expectation confirmation, perceived value, perceived congestion, and overall satisfaction. The study adopts a quantitative approach, based on an online survey of 145 participants. The data was analyzed using partial least squares structural equation modeling (PLS-SEM).

The results of this study reveal that service quality has a strong impact on perceived value and expectation confirmation. These two factors were confirmed as being strong predictors of stakeholder satisfaction. Moreover, perceived value and expectation confirmation positively affect stakeholder satisfaction. However, perceived crowding strongly influences the relationship between expectation confirmation and satisfaction but does not significantly influence the relationship between satisfaction and perceived peak, suggesting that users may find good value in a service despite experiencing some degree of environmental discomfort.

This study contributes to the current literature by addressing a clear research gap related to passenger satisfaction with public transport in the context of religious tourism. Furthermore, it provides practical recommendations for transport authorities and project managers about how to improve service delivery, manage the challenges that tend to arise during busy seasons, and move forward to meet the goals of Vision 2030.