Research on Hanoi People's Satisfaction Level with Cat Linh - Ha Dong Train Service

After more than 3 years of official operation, the Cat Linh - Ha Dong train service has proven its advantage in transporting a large number of passengers in a civilized, modern manner and capable of fundamentally solving the "problem" of urban traffic congestion. Through operation and passenger experience, Hanoi Metro has contributed to gradually changing people's travel habits and gradually creating a culture of using civilized, safe and friendly public transport. The stable and safe operation of the train has helped attract more and more people to use the service. The Cat Linh - Ha Dong train has contributed to reducing bus overload, reducing traffic congestion, reducing environmental pollution and encouraging people to use more public transport. In particular, after more than 3 years of operation, Hanoi Metro has a team of managers and employees directly operating and exploiting in a professional manner, taking passenger satisfaction as the service criterion. The quality of the Cat Linh - Ha Dong train service is rated quite good, the train moves quite fast and relatively smoothly. However, there are still many shortcomings and limitations. Customers encounter many problems in parking their vehicles when the parking area is not spacious and airy, and it is difficult to find a suitable parking space. Therefore, this topic was conducted to find out the factors affecting people's satisfaction when using the Cat Linh - Ha Dong train service. The study has shown that there are 3 main influencing factors: tangibility, assurance and responsiveness.