Riding the First Line: Passenger Satisfaction, Service Quality, and User Experience on Ho Chi Minh City's Metro Line 1
Phan Công Khôi Nguyên, Tăng Thị Như Hoa and Võ Minh Trực
32 Views | 15 Downloads
Abstract:
Introduction: Rapid urbanisation and escalating traffic congestion have intensified the demand for efficient, sustainable public transportation in Ho Chi Minh City. As Ho Chi Minh City's first operational urban railway, Metro Line 1 represents a major milestone in the city's transport development. However, empirical evidence regarding passengers' early experiences and satisfaction with this newly introduced system remains limited. This exploratory study investigates passenger satisfaction, identifies key service challenges, and proposes practical strategies for enhancing user experience and encouraging greater public transport adoption. Methods: An exploratory mixed-methods research design was employed, integrating quantitative survey data from 90 respondents with qualitative interviews and secondary documentary sources. A structured questionnaire based on recognised service quality dimensions was used to examine passengers' perceptions of accessibility, reliability, safety, comfort, connectivity, and overall travel experience. Results: The findings indicate that passengers generally express favourable perceptions of Metro Line 1, particularly regarding its punctuality, cleanliness, safety, and travelling comfort. Nevertheless, several operational and infrastructural shortcomings were identified, including inadequate parking facilities, limited last-mile connectivity, insufficient wayfinding within stations, and inadequate public awareness of integrated electric bus services. Discussion: The findings suggest that improving multimodal connectivity, strengthening passenger information systems, expanding station parking facilities, and introducing innovative digital solutions, including the proposed SmartExit navigation application and AI-assisted passenger support services, could substantially improve overall user experience. The study further contributes to the emerging body of research on passenger satisfaction in newly established urban rail systems within developing metropolitan contexts. Conclusion: Although exploratory in nature, this study offers timely empirical insights for transport planners, policymakers, and metro operators seeking to improve service quality and promote long-term behavioural shifts towards sustainable public transportation in Ho Chi Minh City. The findings may also provide useful reference points for future urban railway development across Vietnam and comparable rapidly urbanising cities.
Keywords:
exploratory research; passenger satisfaction; public transport; service quality; urban rail transit; sustainable urban mobility; Ho Chi Minh City; Vietnam
Citation: Phan Công Khôi Nguyên, Tăng Thị Như Hoa and Võ Minh Trực (2026). Riding the First Line: Passenger Satisfaction, Service Quality, and User Experience on Ho Chi Minh City's Metro Line 1. Horizon J. Hum. Soc. Sci. Res. 8 (1), 146–158. https://doi.org/10.37534/bp.jhssr.2026.v8.n1.id1338.p146
Download Full PDF
