Customer satisfaction in urban rail: a study on transferability of structural equation models

Soltanpour, Amirali; Mesbah, Mahmoud; Habibian, Meeghat

doi:10.1007/s12469-019-00223-y

Cited by 42 publications

(20 citation statements)

References 60 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…EFA is used when the relationship between observed and latent variables is unknown, while CFA is used when the researcher has some prior knowledge of the underlying latent variable structure, from theories or previous studies ( 30, 31 ). Soltanpour et al ( 5, 32 ) explained that a combined approach of EFA and CFA is more appropriate and justifiable to develop a measurement model. Therefore, the first step in this research is to derive an initial factor structure through an EFA.…”

Section: Methodsmentioning

confidence: 99%

Sequenced Ordered Logit Model Considering Latent Variables for Determining Trip Satisfaction of Metro Passengers

Saeidi

Mesbah

Habibian

2020

Transportation Research Record: Journal of the Transportation R

Self Cite

View full text Add to dashboard Cite

Improving the public transportation system to compete with the private modes requires an understanding of passenger perceptions of the service quality (SQ). In the literature, various models have been developed to identify effective SQ attributes and to assess their relationship with passenger satisfaction. However, most of them either ignore the socioeconomic and trip characteristics or consider them by a market segmentation approach. Since these variables can affect passenger perceptions, it is important to include them in the model. This paper aims to capture the effect of socioeconomic and trip variables by combining them with SQ attributes in a satisfaction analysis. An ordered logit model considering SQ latent variables is calibrated to model passenger satisfaction. The measurement part of a Structural Equation Model (SEM) is applied to construct latent variable structures. The case study was on the Tehran metro. The SQ attributes were used to form five SQ latent variables: “comfort,”“information,”“cleanliness,”“service,” and “safety/security.” The results indicate that socioeconomic and trip characteristics, as well as the SQ latent variables, had a significant effect on passenger satisfaction. From the results of this study, “service” and “comfort” were found to be the most effective contributors to satisfaction levels among the SQ latent variables. Among socioeconomic and trip characteristics, gender, education, driving license, egress mode, access time, and trip origin type (i.e., work, education, etc.) were also important in passenger satisfaction.

show abstract

Section: Methodsmentioning

confidence: 99%

Sequenced Ordered Logit Model Considering Latent Variables for Determining Trip Satisfaction of Metro Passengers

Saeidi

Mesbah

Habibian

2020

Transportation Research Record: Journal of the Transportation R

Self Cite

View full text Add to dashboard Cite

show abstract

“…Recently, customer demand is particularly important in the study of sustainable operation of rail transit. Soltanpour et al [ 14 ] considered the customer satisfaction and quantified passenger satisfaction of transport services; Wang et al [ 15 ] assessed service quality and customer satisfaction on rail transit passengers’ reuse intention. They believe that sustainable operation of rail transit system must meet customer requirements to the greatest extent.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Additionally, some scholars also focus on energy conservation strategies and service quality levels on sustainable operation of rail transit [ 9 , 10 , 11 , 12 , 13 ]. Recently, customer demand is particularly important in the study of sustainable operation of rail transit [ 14 , 15 ]. Following the people-oriented principle, it is necessary to consider sustainable operation from the perspective of customers [ 15 ].…”

Section: Introductionmentioning

confidence: 99%

Research on Evaluating the Sustainable Operation of Rail Transit System Based on QFD and Fuzzy Clustering

Yan

Wang

2020

Entropy

View full text Add to dashboard Cite

The purpose of this study is to evaluate the sustainable operation of rail transit system. In rail transit system, as the most important aspect of negative entropy flow, the effective strategy can offset the increasing entropy of the system and make it have the characteristics of dissipative structure, so as to realize the sustainable operation. At first, this study constructs the Pressure-State-Response(PSR) model to evaluate the sustainable operation of rail transit system. In this PSR model, “pressure” is viewed as customer requirements, which answers the reasons for such changes in rail transit system; “state” refers to the state and environment of system activities, which can be described as the challenges of coping with system pressure; “response” describes the system’s actions to address the challenges posed by customer needs, namely operational strategies. Moreover, then, 13 pressure indices, five state indices and 11 response indices are summarized. In addition, based on quality function deployment (QFD), with 13 pressure indices as input variables, five state indices as customer requirements (CRs) of QFD and 11 response indices as technical attributes (TAs) of QFD, this study proposed the three-phase evaluation method of the sustainable operation of rail transit system to obtain the operational strategy (that is, negative entropy flow): The first phase is to verify that 13 pressure indices can be clustered into five state indices by fuzzy clustering analysis; The second phase is to get the weights of five state indices by evidential reasoning; The third phase is to rate the importance of 11 response indices by integrating fuzzy weighted average and expected value operator. Finally, the proposed model and method of evaluation are applied to the empirical analysis of Shanghai rail transit system. Finally, we come to the conclusion that Shanghai rail transit system should take priority from the following five aspects: “advancement of design standards”, “reliability of subway facilities”, “completeness of operational rules”, “standardization of management operation” and “rationality of passenger flow control”.

show abstract

“…Various studies [31,33,35,39,40] have shown that the socio-economic variables of the respondents affect the perception of quality in public transport systems. Those variables are mainly gender, age, work situation and trip purpose.…”

Section: Introductionmentioning

confidence: 99%

Weighted Variables Using Best-Worst Scaling in Ordered Logit Models for Public Transit Satisfaction

et al. 2020

View full text Add to dashboard Cite

Customer overall satisfaction regarding a public transport system is dependent on the satisfaction of the users with the attributes that make up the service, as well as the contribution that each of these attributes makes to explain the overall satisfaction. A common way of analysing the contribution of service attributes to explain overall satisfaction is through the use of ordered logit or probit models. This article presents an ordered logit model that considers the weighting of independent variables through the explicit importance calculated on the basis of a best-worst case 1 choice task. For the calculation of importance, a multinomial logit model has been estimated which considers the heterogeneity of the sample through systematic variations in user tastes. In this way, it is possible to establish a level of importance of each specific attribute for each type of user. The results show that the importance varies considerably depending on different socio-economic and mobility-base variables. On the other hand, the inclusion of the weighted variables in the ordered logit model improves its fit. Therefore, the results make possible to develop policies focused on improving satisfaction on specific user targets.

show abstract

Customer satisfaction in urban rail: a study on transferability of structural equation models

Cited by 42 publications

References 60 publications

Sequenced Ordered Logit Model Considering Latent Variables for Determining Trip Satisfaction of Metro Passengers

Sequenced Ordered Logit Model Considering Latent Variables for Determining Trip Satisfaction of Metro Passengers

Research on Evaluating the Sustainable Operation of Rail Transit System Based on QFD and Fuzzy Clustering

Weighted Variables Using Best-Worst Scaling in Ordered Logit Models for Public Transit Satisfaction

Contact Info

Product

Resources

About