Transit passengers’ behavioural intentions: the influence of service quality and customer satisfaction

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

doi:10.1080/23249935.2016.1146365

Cited by 112 publications

(80 citation statements)

References 36 publications

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“…Passengers are the users of the system, and hence they are best placed to judge whether the service meets their expectations (10,11). Service quality not only matters to passengers, but also to operators and politicians, because passenger perceptions of service quality could directly translate towards the success of a transit system in terms of demand and revenue as passengers could switch to alternative modes of transport if the service does not meet expectations (1,2,3). Next, service quality is of importance because it is used to monitor and benchmark performances.…”

Section: Discussionmentioning

confidence: 99%

“…This is for three reasons. First, dissatisfied passengers might switch to alternative travel modes if these are available or else decide not to travel at all, whereas satisfied passengers tend to be loyal to the railway mode (1,2,3,4). Second, satisfaction is of importance for railway companies because it is used to monitor and benchmark performance and increasingly such satisfaction measures relate directly to payments made to TOCs (Train Operating Companies) as part of their franchise agreements, e.g.…”

Section: Introductionmentioning

confidence: 99%

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Impact of Train and Station Types on Perceived Quality of Rail Service

Monsuur

Enoch

Quddus

et al. 2017

Transportation Research Record

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This paper aims to highlight the impact of train and station types in the evaluation of service quality, whilst taking account of a range of relevant trip and socio-demographic factors. It applies a partial constrained proportional odds model (an extension of ordered logit model) to data extracted from the 32 nd wave of the National Rail Passenger Survey (NRPS) held in spring 2015, which comprises around 30,000 trip-level observations of passenger satisfaction of rail services across Great Britain.The results indicate that the impact of train types on service quality is significant. Thus, for type of train services the modelling results indicate that high speed rail, long distance, inter urban rail and especially open access operators are more likely to lead to satisfied customers compared to commuter and rural railway services. For stations, users of the smallest station category are more likely to be satisfied than those of larger category stations, but other station types do not significantly impact satisfaction. Next, delays have a significant negative impact on satisfaction levels. Considering passenger segments, respondents in the oldest age category are more likely to be satisfied compared to respondents in the youngest age category and commuters are less likely to be satisfied compared to respondents on a business or leisure trip. Overall these results show how TOCs (Train Operating Companies) might best focus their efforts on improving passenger satisfaction according to train type, station type, and trip stage and/or user segment.Monsuur, Enoch, Quddus, Meek 3 INTRODUCTION Delivering a quality service that meets the expectations and needs of its customers is an important commercial aspect of running a railway. This is for three reasons. First, dissatisfied passengers might switch to alternative travel modes if these are available or else decide not to travel at all, whereas satisfied passengers tend to be loyal to the railway mode (1,2,3,4). Second, satisfaction is of importance for railway companies because it is used to monitor and benchmark performance and increasingly such satisfaction measures relate directly to payments made to TOCs (Train Operating Companies) as part of their franchise agreements, e.g. the Thameslink, Great Northern and Southern franchise (5). Third, poor satisfaction might lead to reputational damage for TOCs (6), which may further lead to longer term impacts on both patronage levels and the chances of winning/retaining future franchise competitions. Taken together, underperformance in terms of passenger satisfaction can significantly impact on the profitability of a TOC, as margins are already small -with a maximum of around 5% (7). However, despite widespread recognition of the importance of passenger satisfaction across the UK rail sector, in practice improving the situation has proven difficult to achieve. For instance, the average level of passenger satisfaction in 2015 was only 80% -that is 5% lower level than in 2010 (8).In attempting to explain this, perhaps the...

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Section: Discussionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Impact of Train and Station Types on Perceived Quality of Rail Service

Monsuur

Enoch

Quddus

et al. 2017

Transportation Research Record

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“…de Oña et al (2016) studied passengers' behavioural intentions with regard to light rail transit(LRT); there were two indicators, namely the ease of using other transportation methods, such as buses and taxis, and the ease of LRT access from roads. This research only evaluated the factors affecting service quality and passenger satisfaction, and did not focus specifically on issues such as techniques for ensuring the ease of LRT access from roads.…”

Section: Literature Reviewmentioning

confidence: 99%

“…All the research mentioned above considered that the intercity bus transportation service only involved transit and intercity trips. However, only Wicaksono et al (1997), Sedayu (2012), de Oña et al (2016, Lin, Lee, and Jen (2008), Iseki and Taylor (2010), and Yatskiv et al (2009) discussed the indicators related to access and accessibility. From the literature review, it can be seen that access / accessibility has only been assessed qualitatively, and that the topic has not been evaluated quantitatively; thus, the convenient distance for intercity bus passengers to transit has not been established.…”

Section: Literature Reviewmentioning

confidence: 99%

Determination of Transit Service Accessibility Standard for Intercity Bus Passengers

Abdullah

Yudono

Adisasmita

et al. 2019

IRSPSD International

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Intercity bus terminals function as transit facilities that tend to be less effective. Intercity bus passengers prefer to transit outside the terminal. The connectivity factor is consideration of the passengers' needs (Abdullah et al., 2018), one of its indicators is accessibility to or from the transit location. At present, there is no standard for a convenient transit location distance for passengers from the place of origin or to a destination in the city. The criteria are compiled into the passenger transit level of service (LOS), as an effective tool to evaluate the quality of the location based on passengers' perceptions with the scales LOS A (Very Near), LOS B (Near), LOS C (Rather Close), LOS D (A Little Far), LOS E (Far) and, LOS F (Very Far). The research and case study were conducted in Makassar city. The data were obtained through questionnaires. Law Successive interval scaling and regression were used as the methods of analysis. The results of the research indicate that the transit distances expected by passengers were as follows: LOS A-B is<2 km and LOS C is 2,1-4 km , LOS D is 4,1-12 km, LOS E is 12,1-20 km and, LOS F is >20 km. Moreover, the distances of the transit location from roads were as follows: LOS A-B is < 100m, LOS C is 100-1000m, LOS D is 1001-2000 m, LOS E is 2001-2400m and LOS F is >2400 m.

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“…The reasons revolve around notions of service quality and perceived management although these concepts require further exploration. Feelings of satisfaction can be related to intentions to use rail service, again all other factors being held equal [19]. The complex relationship between lifestyle choices, experiences of travel and general attitudes toward the urban environment have been found to be more salient in travel mode choice than the objective variables in discrete choice models [20].…”

Section: Travel Experience and Mode Choicementioning

confidence: 99%

Choosing Between Tram and Metro in Hong Kong – Utility, Affect and Demographics

Yang¹,

Zacharias²

2017

WIT Transactions on the Built Environment

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A major question facing many cities is whether to give preference to surface light rail or to heavier rail underground. In theory, the two systems have quite different functions because of average travel speed, and integration with local land use and surface movement systems. There are differences in headways, capacity, and station density, although these differences can be lessened through technological advances. The major implication for city development is the impact that these two systems have for surface development. In general, metro systems favour nodal development, often in the form of transit-oriented development (TOD), while tramways support more linear development, with direct support for street-oriented commerce. In Hong Kong, the recent extensions to the Island Line parallel the alignment of the surface tramways. In this study, we apply a structured questionnaire to local residents to determine how and when they use each of these services. Preference for tram increases for short-distance trips and overall for individuals over the age of 50. For short trips of 2-3 km, travel time, travel cost, waiting time, air conditioning, service quality and vehicle stability were all significant in the preference for metro. Scenery, emotional attachment, gender and age were all significant in the choice of tram for those same trips. Passengers paid little attention to the longer access times to metro and believed that waiting time was less, although access and waiting time are both longer for the metro mode. There was less distinction between the modes for longer trips, in part because of the smaller number, in part because of the adherence of elderly people to the tram mode. In Hong Kong, the two modes are perceived differently and serve somewhat different clienteles, which may be important for the operators of these systems as they consider the integration of surface and underground transit.

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Transit passengers’ behavioural intentions: the influence of service quality and customer satisfaction

Cited by 112 publications

References 36 publications

Impact of Train and Station Types on Perceived Quality of Rail Service

Impact of Train and Station Types on Perceived Quality of Rail Service

Determination of Transit Service Accessibility Standard for Intercity Bus Passengers

Choosing Between Tram and Metro in Hong Kong – Utility, Affect and Demographics

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