Classification of reasons for poor customer experiences in service industries: the case of public transport

Hutchinson, T. P.

doi:10.1080/03081060.2011.613584

Cited by 4 publications

(2 citation statements)

References 27 publications

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“…The satisfaction concept in the industrial market motivated transportation researchers to study satisfaction with transportation. Over the past years, many studies have explored the notion of satisfaction with public transport [23,50,[58][59][60][61]. Public transportation authorities deliver an array of offerings, and overall user satisfaction with these services is reflected by how content the ridership is with the public transportation actually delivered.…”

Section: Users' Satisfaction With the Service Quality Attributesmentioning

confidence: 99%

The Influence of Service Quality on User’s Perceived Satisfaction with Light Rail Transit Service in Klang Valley, Malaysia

et al. 2022

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Light rail transit (LRT) systems are vital aspects of the worldwide endeavor to achieve transport sustainability and have been essential in enhancing the economies of urban areas. Issues such as pollution, the risk of road accidents, and traffic congestion could be resolved using this progressive alternative. The statistics showed that only 20% of the commuters in Malaysia use public transport, including LRT, and 80% use private transportation. It is relatively low compared to other Asian countries. High-quality service is essential to improve users’ perceived satisfaction with the provided services and increase LRT ridership. The objective of the present study is to acquire an understanding of which factors are crucially influential on users’ perceptions of satisfaction. In-person questionnaires were utilized to obtain the information for this paper, with a total of 417 LRT riders in Malaysia’s Klang Valley surveyed. This study adopted the factor analysis, correlation test, and artificial neural network (ANN) model. Eight elements related to the quality of service were extracted to ascertain how they influenced the perceived satisfaction of users: information signs, ticket-based services, amenities, safety, employee performance, speed, comfort, and the service details available to riders. Each factor was significantly related to the perceptions of satisfaction, according to the correlation test. Finally, the ANN model shows that the dominant factors determining the LRT users’ perceived satisfaction are the signage, amenities, and provision of information. The findings of this research should benefit the providers of services, policy makers, and planning departments by enabling them to formulate successful approaches that ensure user satisfaction is enhanced and the number of riders on the LRT increases.

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Section: Users' Satisfaction With the Service Quality Attributesmentioning

confidence: 99%

The Influence of Service Quality on User’s Perceived Satisfaction with Light Rail Transit Service in Klang Valley, Malaysia

et al. 2022

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“…Departures are depended on dwell time DTi next to it. Timetable must be realistic [3], robust and reliable. Robustness of 'timed transfer' synchronization is a theme of article [4].…”

Section: Fig 1 Illustration Of Problem With Nttij or Nttjimentioning

confidence: 99%

Timetable synchronisation: Urban public transport in busy hubs of long-distance transport

Bulíček

2018

MATEC Web Conf.

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The article is focused on timetable synchronization problem. Interconnection of urban public transport and long-distance transport in busy hubs is researched. Intension is to find adequate time positions of urban public transport arrivals and departures with an effort to minimize passengers’ time loss related to this interchange. Timetable of long distance transport is considered as constant (given). Timetable of urban public transport is result of optimization (and presupposed to be periodic). Nonlinear integer mathematical programming model is formulated. Model is implemented in Microsoft Excel Solver. Parallel way based on exhaustive-search algorithm is introduced as well. This algorithm provides extended set of output data able to be used in transport planning. Two different criterions are proposed. Each interchange (pair of vehicles) has the same weight in the case of uniform approach. Intensity approach considers interchanges as weighted by numbers of interchanging passengers. Some additional modifications of proposed model are mentioned for possibility to regard some important technological aspects and to reach more individualized solution. Model is illustrated by the case study located to Pardubice main station as a hub of passenger railway transport. Interface with urban public transport is mentioned as an illustrational example of synchronization.

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A Proposal for a Public Transport Ticketing Solution based on Customers’ Mobile Devices

Ferreira

Nóvoa

Dias

et al. 2014

Procedia - Social and Behavioral Sciences

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Classification of reasons for poor customer experiences in service industries: the case of public transport

Cited by 4 publications

References 27 publications

The Influence of Service Quality on User’s Perceived Satisfaction with Light Rail Transit Service in Klang Valley, Malaysia

The Influence of Service Quality on User’s Perceived Satisfaction with Light Rail Transit Service in Klang Valley, Malaysia

Timetable synchronisation: Urban public transport in busy hubs of long-distance transport

A Proposal for a Public Transport Ticketing Solution based on Customers’ Mobile Devices

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