Transit quality evaluation: processes conducted by managers and operators

Oña, Rocío de; Estévez, Esperanza; Garach, Laura; Calvo, Francisco; Oña, Juan de

doi:10.1016/j.trpro.2018.10.072

Cited by 3 publications

(2 citation statements)

References 9 publications

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“…At the same time, in many transport behavior studies, service quality and travel satisfaction are used interchangeably, and no clear distinction is made between the two variables. Consequently, service quality and travel satisfaction are considered two identical variables that are interchangeable (De Oña et al, 2018;Sukhov et al, 2021). This approach fails to obtain valid measurements and may be an unattainable goal of the original study.…”

Section: Discussionmentioning

confidence: 99%

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Are Service Quality and Travel Satisfaction two Different Variables?

Dong,

Hashim,

Kamarulzaman

2024

IJARBSS

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Many governments actively encourage citizens to switch travel mode from private cars to public transport to alleviate urban traffic problems. Improving the service quality and travel satisfaction of public transport is widely recognized as a practical approach to reach this target. However, scholars have debated whether service quality and travel satisfaction are separate constructs. Some scholars consider them to be two different concepts, while others consider them to be the same concept. This literature needs to be reviewed and synthesized. Successfully differentiating between service quality and travel satisfaction will effectively inform marketing strategies. Therefore, this study employs a literature review approach to the review of current literature. The results indicate that (1) there is indeed measurement ambiguity between service quality and travel satisfaction in transport behavior research. (2) The measurement of travel satisfaction needs to be based on subjective well-being, which belongs to affective factors, while the assessment of service quality relies on cognitive dimensions. Finally, the results are discussed and summarized, and provide suggestions for future research. This paper can provide research references for travel mode choice behavior and provide research value for the application of service quality and travel satisfaction.

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Section: Discussionmentioning

confidence: 99%

“…To summarize, service quality and travel satisfaction are considered two equivalent concepts in transport behavior research (De Oña et al, 2018;Sukhov et al, 2021). Moreover, the two concepts are often used interchangeably in studies of public transport behavior (Elkhani et al, 2014;Van Lierop & El-Geneidy, 2016).…”

Section: Literature Reviewmentioning

confidence: 99%