Transportation literature is shifting its focus from passengers’ perception of transit quality to understanding passenger experience from a holistic perspective. Few studies have investigated passenger experience factors from a holistic perspective; however, they are explored independently. A holistic approach can help the transport service providers to understand the complete journey of the passenger. This study proposes the concept of holistic passenger experience (HPX) and identifies the determinants of HPX in the context of public transportation with specific reference to Indian Railways. The study develops a comprehensive scale that measures the influence of these determinants on HPX to address this gap. Following a systematic scale development process, this study identified and validated (content, construct, convergent, and discriminant validity) a seven factor structure scale that determines HPX. Of these seven factors, four factors (vehicle maintenance, comfort & security, off board service, and travel information) constitute the core services offered by the transport service provider. Interestingly these four factors can be effectively managed by the service provider. The other three factors (social environment, supporting services, and accessibility) cannot be entirely managed by the transport service provider effectively, as these factors fall beyond the scope of the service provider.

Nomological validity results are explained by constructing a matrix (holistic passenger experience Matrix) which reveals that most of the constructs that are can be managed by the transport service provider can be mapped to the cognitive component of customer experience, whereas most of the factors which go beyond the scope of the transport service provider could be mapped to the emotional component of customer experience. The findings can assist the transport sector executives to identify the key determinants to deliver superior passenger experiences throughout the journey.

运输文献正在将其重点从乘客对过境质量的认识转变为从整体角度来理解乘客的体验。很少有研究从整体角度研究乘客的体验因素。但是，它们是独立进行探索的。整体方法可以帮助运输服务提供商了解乘客的完整旅程。这项研究提出了整体旅客体验（HPX）的概念，并确定了在公共交通背景下HPX的决定因素，具体参考了印度铁路公司。该研究制定了衡量这些决定因素对HPX的影响的综合量表，以弥补这一差距。经过系统的规模开发过程，本研究确定并验证了（内容，结构，趋同，和判别有效性）确定HPX的七因素结构量表。在这七个因素中，四个因素（车辆维护，舒适性和安全性，车外服务和旅行信息）构成了运输服务提供商提供的核心服务。有趣的是，服务提供商可以有效地管理这四个因素。其他三个因素（社会环境，支持服务和可访问性）不能完全由运输服务提供商有效地管理，因为这些因素超出了服务提供商的范围。有趣的是，服务提供商可以有效地管理这四个因素。其他三个因素（社会环境，支持服务和可访问性）不能完全由运输服务提供商有效地管理，因为这些因素超出了服务提供商的范围。有趣的是，服务提供商可以有效地管理这四个因素。其他三个因素（社会环境，支持服务和可访问性）不能完全由运输服务提供商有效地管理，因为这些因素超出了服务提供商的范围。

通过构建一个矩阵（整体旅客体验矩阵）来解释名词学上的有效性结果，该矩阵揭示出运输服务提供商可以管理的大多数构造都可以映射到客户体验的认知组成部分，而大多数因素超出运输服务提供商范围的可以映射到客户体验的情感成分。这些发现可以帮助运输业高管确定关键因素，从而在整个旅程中提供出色的乘客体验。