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Research Paper 2

The document discusses factors that influence public transportation and passenger satisfaction. It reviews literature identifying 7 common hypotheses about services, accessibility, information, affordability, reliability, behavior, and availability that impact satisfaction. A questionnaire is then presented to measure passenger perceptions of public transportation based on these 7 factors.

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108 views3 pages

Research Paper 2

The document discusses factors that influence public transportation and passenger satisfaction. It reviews literature identifying 7 common hypotheses about services, accessibility, information, affordability, reliability, behavior, and availability that impact satisfaction. A questionnaire is then presented to measure passenger perceptions of public transportation based on these 7 factors.

Uploaded by

Abid
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Literature review:

Public transport is a form of transport that is available to the public, charge set fare, and run on
fixed route. For example, using buses or trains etc.

By the Wikipedia we can know that Public transport is also a system for passengers by group travel
systems available for use by the general public, typically managed on a schedule, operated on
established routes, and that charge a posted fee for each trip.

Most public transport systems run along fixed routes with set embarkation/disembarkation points
to a prearranged timetable, with the most frequent services running to a headway. However, most
public transport trips include other modes of travel, such as passengers walking or catching bus
services to access train stations.

Different types of factor are influence public transportation such as Reliability of public transport,
service provider, Quality of in-vehicle experience, Service availability, Perceived safety, accident
record, Comfort, vehicle quality, Fare affordability, Monthly personal income, valid driving
license etc.

And also, there are some factors those are mostly related to the passenger satisfaction. These are
Fare affordability, Safety, accident record of service operator, Comfort, vehicle quality, Service
quality, reliability, availability, regularity, reaching multiple destinations etc.

After reading many research papers I am decided to present some mostly common hypothesis,
those are:

Hypothesis 1: Services
Lytle and Timmerman (2006) showed that service orientation is the path which
adds value to the customer and creates satisfaction. Esteban et al., (2002) presented various
activities of services that their consumption was growing and some of those were: financial,
traveling, professional, health-care activities. Another thing, according to Anderson et al., (2007)
which affects customers’ satisfaction is the operation failures of the services.

Hypothesis 2: Accessibility
Route frequency has a major impact on customer’s satisfaction (Wall and
McDonald, 2007). Tyrinopoulos and Antoniou (2008) showed that service frequency, vehicle
cleanness and coverage of network are the most important dimensions for customer satisfaction.
Thompson and Schofield (2007) related customer satisfaction with destination accessibility.

Hypothesis 3: Information
Edvardsson (1998) showed in his research that customer (dis)satisfaction depends
on the usage of the access information that the business can dig out from its customers.
Hypothesis 4: Affordability
Andreassen (1995) claimed that customer (dis)satisfaction in public transportation
depends on three things: ticket price, price level and, finally, the layout of the platform.

Hypothesis 5: Reliability
Bielen and Demoulin (2007) showed that customer satisfaction is being determined
by dimension waiting time. Dziekan and Kottenhoff (2007) presented that at –stop, real-time
information displays affect customer satisfaction by influencing several dimensions.

Hypothesis 6: Behavior
Gopal and Cline (2007) underline, on one hand the importance of CRM (Customer
Relationship Management) in public transportation as they consider emotions to be the key factor
for customers buying decisions and customer satisfaction of public transportation.

Hypothesis 7: Availability
Convenience is that factor which is considered to be important in customer
satisfaction. Specifically, convenience transportation means increase customer satisfaction
(Cavana and Corbett, 2007).
Questioners

Variables Questioners Response


Service Public transports provide a quality service. (1) Strongly disagree-(2) disagree-
(3) neutral-(4) agree-(5) strongly agree
Accessibility Easy access to public transport. (1) Strongly disagree-(2) disagree-
(3) neutral-(4) agree-(5) strongly agree
Information Necessary information is available. (1) Strongly disagree-(2) disagree-
(3) neutral-(4) agree-(5) strongly agree
Affordability Passengers can afford their ticket price. (1) Strongly disagree-(2) disagree-
(3) neutral-(4) agree-(5) strongly agree
Reliability They are reliable to their passengers. (1) Strongly disagree-(2) disagree-
(3) neutral-(4) agree-(5) strongly agree
Behavior Employees are well trained. (1) Strongly disagree-(2) disagree-
(3) neutral-(4) agree-(5) strongly agree
Availability Public transport is convenient to passengers. (1) Strongly disagree-(2) disagree-
(3) neutral-(4) agree-(5) strongly agree
Satisfaction I am satisfied with public transportation. (1) Strongly disagree-(2) disagree-
(3) neutral-(4) agree-(5) strongly agree

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