Perceived service quality in bus transit service: A structural equation approach

Oña, Juan de; Oña, Rocío de; Eboli, Laura; Mazzulla, Gabriella

doi:10.1016/j.tranpol.2013.07.001

Cited by 364 publications

(222 citation statements)

References 21 publications

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“…Drivers' behavior (driving stability and comfort) and the courtesy of crew members were treated as the main indicators for evaluating the service quality inside the bus in this paper [2,6]. At the same time, regarding the service quality outside the bus, the efficiency of operations, vehicle speed, punctuality, and waiting time were concerned.…”

Section: (1-1) Travel Environment and Facilities (Envi)mentioning

confidence: 99%

“…Although the satisfaction is usually treated as a variable affecting the loyalty directly and significantly, the latter one seems to be more complex since the long-term accumulation of personal emotions/attitudes plays an important role in its development progress. The methodology of customer loyalty and also the assessment of perceived service quality have been widely applied in the area of public transportation [3,[5][6][7][8][9][10][11][12]. In this context, the relationship between passengers' perceived value of bus services, the level of satisfaction, and the loyalty has recently received much attention, since understanding what affects the public transit loyalty can be used to develop targeted approaches to retain existing passengers and increase the ridership [11].…”

Section: Introductionmentioning

confidence: 99%

“…Sezhian et al [2] adopted a discriminant analysis method to study the passengers' expectations by analyzing attribute-based perceptual mapping in a bus company in India, and the quality of bus services was measured by using 18 indicators, such as seat comfortable, cleanliness, driver behavior, stopping at correct place, and obeying traffic rules. Similarly, de Ona et al [6] measured the bus service quality by using 12 indicators, among which punctuality, cleanliness, safety, courtesy, and accessibility were considered. While the number of parameters evaluating the service quality was reduced to six in the work of dell'Olio et al [8], a discrete choice model was adopted to assess the effectiveness and influence of related factors.…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Public Transit Loyalty Modeling Considering the Effect of Passengers’ Emotional Value: A Case Study in Xiamen, China

Sun

2018

Journal of Advanced Transportation

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To better sustain passengers' loyalty towards bus service, this paper addressed the modeling of the public transit loyalty by the use of structural equation model. As a novel hypothesis, the emotional value was considered to have effects on the perceived value of bus services in this study, which reflected the degree of passengers' emotional dependence on the public transit. Specifically, in order to better assess the loyalty, seven unobserved variables were measured to construct the structural model, namely, "service guarantee," "operational services and efficiency," "emotional value," "perceived value," "expectation," "satisfaction," and "loyalty." The goodness-of-fit of the model was estimated and evaluated by using the survey data harvested from Xiamen, China. Besides, the index score of variables was also computed to help determine targeted approaches to better improve the level of bus service. The results indicated that the time cost and the monetary cost actually had no effects on the perceived value of users in the case study. At the same time, however, it also proved that passengers' emotional value towards the public transit indeed affected passengers' perception of the service value. In addition, whether users' perceived value was as expected determined how much passengers satisfied with the service. Regarding the index score of variables, it indicated a great dissatisfaction of passengers towards the current bus service. Unexpectedly, the score of loyalty even still retained a relatively high level, which reflected continue-to-use willingness of passengers. It implied that being subject to economic conditions and other factors, passengers were captive and had to continue relying on the public transit, in spite of their dissatisfaction. As for the improvement direction of bus services, targeted approaches should be determined to improve the quality of bus service, regarding the aspects of "condition of facilities in the bus," "driving stability and comfort," "vehicle speed," and "safety."

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Section: (1-1) Travel Environment and Facilities (Envi)mentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Public Transit Loyalty Modeling Considering the Effect of Passengers’ Emotional Value: A Case Study in Xiamen, China

Sun

2018

Journal of Advanced Transportation

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“…Earlier research considered convenience solely as a 9 function of the number of stages within a trip (Watson, 1972). It can be concluded, however, that convenience relates to the whole journey, including access and egress, and also other subjective factors such as perceived value (Lai andChen, 2011, andde Ona et al, 2013).…”

Section: Defining Convenience In Public Transportmentioning

confidence: 99%

Measuring and Valuing Convenience and Service Quality

Anderson

Condry

Findlay

et al. 2013

International Transport Forum Discussion Papers

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Standard-Nutzungsbedingungen:Die Dokumente auf EconStor dürfen zu eigenen wissenschaftlichen Zwecken und zum Privatgebrauch gespeichert und kopiert werden.Sie dürfen die Dokumente nicht für öffentliche oder kommerzielle Zwecke vervielfältigen, öffentlich ausstellen, öffentlich zugänglich machen, vertreiben oder anderweitig nutzen.Sofern die Verfasser die Dokumente unter Open-Content-Lizenzen (insbesondere CC-Lizenzen) zur Verfügung gestellt haben sollten, gelten abweichend von diesen Nutzungsbedingungen die in der dort genannten Lizenz gewährten Nutzungsrechte. The Members of the Forum are: Albania, Armenia, Australia, Austria, Azerbaijan, Belarus, Belgium, Bosnia-Herzegovina, Bulgaria, Canada, Chile, China, Croatia, the Czech Republic, Denmark, Estonia, Finland, France, FYROM, Georgia, Germany, Greece, Hungary, Iceland, India, Ireland, Italy, Japan, Korea, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Mexico, Moldova, Montenegro, the Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Russia, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, the United Kingdom and the United States. Terms of use: Documents inThe International Transport Forum's Research Centre gathers statistics and conducts co-operative research programmes addressing all modes of transport. Its findings are widely disseminated and support policymaking in Member countries as well as contributing to the annual summit. Discussion PapersThe International Transport Forum's Discussion Paper Series makes economic research, commissioned or carried out at its Research Centre, available to researchers and practitioners. The aim is to contribute to the understanding of the transport sector and to provide inputs to transport policy design. The Discussion Papers are not edited by the International Transport Forum and they reflect the author's opinions alone.The Discussion Papers can be downloaded from: www.internationaltransportforum.org/jtrc/DiscussionPapers/jtrcpapers.htmlThe International Transport Forum's website is at: www.internationaltransportforum.org ABSTRACTOrigin-destination demand, trip patterns, pricing and transport networks alone cannot explain passenger demand for public transport modes. Other factors of convenience and service quality play a key role in influencing demand and mode choice but they are often more complex and harder to define, measure and value. This paper argues that the good measurement of public transport convenience and service quality is a pre-requisite to its valuation and ensuring more optimal policy and management actions to minimise passengers' generalised time.The paper focusses necessarily on the urban public transport operator and its measurement of service quality. We review the practical experience gained from over 20 years of international benchmarking with more than 50 metro, bus and suburban rail operators in large cities around the world. Specifically, we review the current standards and practices from the urban railway industry in measuring service quality and provide...

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“…On the one hand, people talking on mobile phones, crowding and lack of personal space, rude or loud behavior of other passengers, lack of privacy, and seating next to strangers are associated with dislike of transit (8). On the other hand, driver courtesy and kindness are related to the perceived and desired quality of service (8)(9)(10)(11). Some findings have contradictory trends: on the one hand, talking with others is positively related to higher travel satisfaction (12), but, on the other hand, socializing with other passengers (i.e., meeting, talking, helping), although positively related to positive emotions, is not significantly related to travel satisfaction, overall value, or customer loyalty (6).…”

mentioning

confidence: 99%

Role of Social Climate in Habitual Transit Use by Young Adults to Work and Leisure Activities

Salva

Sierra

Alanis

et al. 2015

Transportation Research Record: Journal of the Transportation R

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As mobility has increasingly become a vehicle for producing meaning and culture, and public transport has traditionally formed a dense and diverse social climate in which social interactions habitually occur, assessing the relationship between social climate and transit use is extremely important, especially in the younger populations that will shape the future of transport systems. This study proposes a behavioral framework founded on the theory of planned behavior and the social climate model. The study presents a tailor-made, web-based survey and a structural equation model for analyzing transit use as a function of attitudes toward public transport, subjective norms, social ambience in public transport, travel independence and autonomy, family (house) rules, and perceived quality of service. This study focuses on transit systems in cities in North and South America that have a much higher public transport ridership, tighter design standards in terms of personal space, and a higher degree of informal social interaction than transit systems in Europe, where previous studies have been conducted. Estimation results from a structural equations model show that (a) transit use frequency is significantly related to the perceived behavioral control of using transit and the social climate; (b) attitudes, norms, and perceived behavioral control are associated with perceived service quality; (c) gender differences exist in the user experience and appreciation of the social climate in transit; and (d) the residential social climate is linked to the transit social climate.

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Perceived service quality in bus transit service: A structural equation approach

Cited by 364 publications

References 21 publications

Public Transit Loyalty Modeling Considering the Effect of Passengers’ Emotional Value: A Case Study in Xiamen, China

Public Transit Loyalty Modeling Considering the Effect of Passengers’ Emotional Value: A Case Study in Xiamen, China

Measuring and Valuing Convenience and Service Quality

Role of Social Climate in Habitual Transit Use by Young Adults to Work and Leisure Activities

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