Quantifying the Benefits: Application of Customer Loyalty Modeling in Public Transportation Context

Minser, Jason; Webb, Valerie

doi:10.3141/2144-13

Cited by 85 publications

(76 citation statements)

References 27 publications

(20 reference statements)

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“…To increase loyalty among disloyal riders, transit agencies should communicate the benefits of using transit to these groups and focus on maintaining a safe, clean, and convenient system (Figler et al 2011;Lai and Chen 2011;Minser and Webb 2010). However, transit agencies should also invest in better understanding the specific needs and desires of this group, as it is not clearly understood why these users are strongly disloyal.…”

Section: Captive-by-choice Users (~13%)mentioning

confidence: 99%

A New Market Segmentation Approach: Evidence from Two Canadian Cities

Lierop¹,

El-Geneidy²

2017

JPT

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Section: Captive-by-choice Users (~13%)mentioning

confidence: 99%

A New Market Segmentation Approach: Evidence from Two Canadian Cities

Lierop¹,

El-Geneidy²

2017

JPT

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“…The typical characteristics of loyal passengers were defined as repeat patronage, willingness of recommending to others, and high price tolerance. However, Minser and Webb [19] defined the public transit loyalty based on the likeliness of continuous service usage and willingness to recommend. They analyzed the empirical data collected from the Chicago Transit Authority by using a SEM and found that the quality of service, perceived value of service, satisfaction, and corporate image were the key factors affecting passengers' loyalty.…”

Section: Introductionmentioning

confidence: 99%

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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“…We developed integrated items -related to previously shown antecedents of patient loyalty -with social media. After exploring and confirming factor structure of developed constructs, we tested the conceptual model (as shown in Figure 1) within a Structural Equation Modelling (SEM) framework, which is a common methodology, in order to investigate the concept of customer loyalty (Chou and Kim, 2009;Matzler et al, 2007;Minser and Webb, 2010).…”

Section: The Current Studymentioning

confidence: 99%

Hastane-Hasta İlişkisi Bağlamında Hasta Sadakati: Sosyal Medyanın Aracı Rolü

Tosyalı

Sütçü

Tosyali

2019

Erciyes İletişim Dergisi

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This study aimed to investigate role of social media on patient loyalty. Based on related literature review, for assessing patient loyalty, a measurement scale, testing satisfaction shared by patient through social media, patient trust, strength of hospital-patient communication on social media, and perceived image of hospital on social media was developed. The data was collected from 625 patients by selfadministered online questionnaires. Hypotheses about the role of social media were suggested based on existing body of knowledge so that we aimed to examine underlying mechanism between the predictors and patient loyalty by means of Structural Equation Modelling (SEM) framework. Findings demonstrated that satisfaction, shared by patients through social media, mediated the association between patient trust, strength of hospital-patient communication on social media, perceived image of hospital on social media, and patient loyalty. The findings provide an original empirical model with respect to gaining loyal patients whom are customers of hospitals and highlight the important role of social media in health communication. ÖzBu çalışma, sosyal medyanın hasta sadakati üzerindeki rolünü incelemeyi hedeflemiştir. Hasta sadakatini değerlendirmek için; hastalar tarafından sosyal medyada paylaşılan memnuniyeti, hasta güvenini, sosyal medya üzerinde hastanehasta iletişiminin gücünü ve hastanenin sosyal medyada algılanan imajını test eden bir ölçüm envanteri, ilgili literatür temel alınarak geliştirilmiştir. Veriler çevrimiçi anket vasıtasıyla 625 kişiden toplanmıştır. Literatürde yer alan bulgular göz önünde bulundurularak hipotezler geliştirilmiş ve hasta sadakatini yordayan değişkenlerin Yapısal Eşitlik Modeli (YEM) aracılığı ile incelenmesi amaçlanmıştır. Çalışmanın sonuçları, sosyal medyada hastalar tarafından paylaşılan memnuniyetin; yordayıcı değişkenler (hasta güveni, sosyal medya üzerinde hastane-hasta iletişiminin gücü, hastanenin sosyal medyada algılanan imajı) ve hasta sadakati arasındaki ilişki üzerinde aracı değişken olduğunu göstermiştir. Bulgular, hastanelerin müşterileri olan sadık hastalar kazanma noktasında özgün ampirik bir model sağlamakla beraber sosyal medyanın sağlık iletişimindeki önemini vurgulamaktadır.

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Quantifying the Benefits: Application of Customer Loyalty Modeling in Public Transportation Context

Cited by 85 publications

References 27 publications

A New Market Segmentation Approach: Evidence from Two Canadian Cities

A New Market Segmentation Approach: Evidence from Two Canadian Cities

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

Hastane-Hasta İlişkisi Bağlamında Hasta Sadakati: Sosyal Medyanın Aracı Rolü

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