Applying affective event theory to explain transit users’ reactions to service disruptions

Sarker, Rumana Islam; Kaplan, Sigal; Mailer, Markus; Timmermans, Harry

doi:10.1016/j.tra.2019.09.059

Cited by 14 publications

(5 citation statements)

References 43 publications

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“…Gao, Rasouli, Timmermans, and Wang [32], for instance, used public transport satisfaction data from Xian in China to conclude that the perceived 'service gap' explanation of customer satisfaction is also influenced by the attitudes, moods, and personality elements of travellers themselves. These findings were also extended by Sarker et al [33] who tested public transport user reactions to service disruption.…”

Section: Service Quality and Customer Satisfactionsupporting

confidence: 53%

Investigating Airline Service Quality from a Business Traveller Perspective through the Integration of the Kano Model and Importance–Satisfaction Analysis

et al. 2023

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This study uses the Kano model and importance–satisfaction analysis (ISA) to assess airline service quality by identifying the prioritised service quality attributes (SQA) for business travellers. The study aims to produce suggestions for airline executives on how to allocate resources in the most effective way to enhance the quality of service and increase customer satisfaction. A conceptual framework divides business travellers into four Clusters based on the behavioural variables of flight length and cabin class. For each Cluster, business traveller expectations for fourteen SQAs were assessed through using the Kano model while integrating the ISA. The empirical phase employs a 38-item questionnaire that was shared on various frequent flyer and business travel forums. Additionally, this study utilises an adapted qualitative questionnaire where four airline managers expressed their perceptions on how they think business travellers perceive the fourteen SQAs. The analysis reveals four categories, namely ‘concentrate here’, ‘keep up the good work’, ‘low priority’, and ‘possible overkill’, exhibiting the importance and satisfaction of the fourteen SQAs. Findings show that resource allocation was adequate on only five attributes out of fourteen. The analysis of the airline manager responses shows differences in their assessment when compared to business travellers for two tangible attributes.

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Section: Service Quality and Customer Satisfactionsupporting

confidence: 53%

Investigating Airline Service Quality from a Business Traveller Perspective through the Integration of the Kano Model and Importance–Satisfaction Analysis

et al. 2023

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“…It also shows that the most commonly used information sources are travel apps and on-line information (93.95%), real-time information in vehicles or at stops (85.47%), and Google Maps (81.60%). In a recent survey in Innsbruck, Austria, 77% of the respondents were satisfied with the transit system, 90% were satisfied with the network coverage, 80% considered the vehicle fleet as clean and comfortable, and 62% were satisfied with the system reliability (Sarker et al, 2019). These values coincide with the IVB (Innsbruck Transport Authority) 2016 official customer survey, showing generally high satisfaction with the transit system.…”

Section: Discussionmentioning

confidence: 62%

Obtaining transit information from users of a collaborative transit app: Platform-based and individual-related motivators

Sarker

Kaplan

Anderson

et al. 2019

Transportation Research Part C: Emerging Technologies

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The traditional practice of transit information provision considers operators as active communicators of information, while transit users are considered as passive, only receiving information. Encouraging reciprocity and active involvement of users by enabling them to share information may increase transit information quality and ridership. Nowadays, active user participation is starting to take shape with the development of new apps with commercial market potential. This study focuses on willingness to share travel information as part of daily routine transit app use. The applied behavioral framework is the Unified Theory of Acceptance and Use of Technology adapted to the context of information sharing. The empirical analysis consists of estimating a structural equation model on a data set including 1,369 people from Innsbruck and Copenhagen as cities differing in size and general social trust. The results show that the most important motivational factors for information sharing are pro-sharing social norms and self-actualization weighted against effort expectancy, which is more closely related to the logistic effort of using the platform than to network familiarity. Trust in the information provided and social network engagement are secondary motivational factors, with perceived information quality and need of communication being less influential. Greater transit use and interest in level-of-service and real-time information are correlated with greater information sharing motivation. Women and generation Z had higher motivation for information sharing as well as people who reside in Denmark, a country with high social trust.

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“…Intuitively, the topic of tweets that are related to rapid transit service includes the causes or indications of service disruption. Apart from accidents, the ticketing system's failure or technical problems in the rapid transit system may disrupt the rapid transit service [10,26].…”

Section: A Scope Of Detecting Service Disruption Events In Tweetsmentioning

confidence: 99%

Term Standardisation With LDA Model To Detect Service Disruption Events Using English And Manglish Tweets

Yusuf,

Ismail,

Zayet

et al. 2024

JIWE

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Rapid transit is one of Malaysia's most important transportation modes, where commuters use public transportation to travel. Any disruption in the rapid transit service affects their daily routines. Therefore, detecting such service disruption has become fundamental. In this study, the disruption in Malaysia's rapid transit service was assessed using English and Manglish (a combination of English and Malay) tweets through Latent Dirichlet Allocation (LDA). The gathered tweets were classified into event and non-event tweets and LDA was applied to the event tweets. Manglish event tweets were pre-processed using the proposed term standardisation technique. As a result, LDA has proved its efficiency in topic detection for both English and Manglish tweets with better performance for Manglish tweets; The best event detection rate of the LDA_English model was at the likelihood of 80% while the best detection rate of the LDA_Manglish model was at a likelihood of 60%.

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Applying affective event theory to explain transit users’ reactions to service disruptions

Cited by 14 publications

References 43 publications

Investigating Airline Service Quality from a Business Traveller Perspective through the Integration of the Kano Model and Importance–Satisfaction Analysis

Investigating Airline Service Quality from a Business Traveller Perspective through the Integration of the Kano Model and Importance–Satisfaction Analysis

Obtaining transit information from users of a collaborative transit app: Platform-based and individual-related motivators

Term Standardisation With LDA Model To Detect Service Disruption Events Using English And Manglish Tweets

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