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

By Juan de Oña, Rocio de Oña, Laura Eboli, Gabriella Mazzulla. 2013

484 citations recorded by the source corpus.

This paper proposes a methodology for evaluating the quality of service perceived by users of a bus transit service. A Structural Equation Model (SEM) approach is used to reveal the unobserved latent aspects describing the service and the relationships between these aspects with the Overall Service Quality. Data from a Customer Satisfaction Survey conducted by the Transport Consortium of Granada (Spain) are analyzed. A total of 1200 surveys were collected, and two passengers’ statements about the Overall Service Quality were gathered: the first one when passengers have not reflected on the attributes describing the service, and the second one after they have thought about them. This is the first time that the Overall Service Quality of a public transport system has been jointly explained by these two overall evaluations when a SEM approach is adopted.

Subfields: Economics and Econometrics, Organizational Behavior and Human Resource Management, Transportation

View Paper: https://www.semanticscholar.org/paper/a53b987ee9bd5d6babca644a7814b95cef059bb0

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In Economics and Econometrics

In Organizational Behavior and Human Resource Management

In Transportation

Citations in the corpus

Perceived Accessibility of Public Transport as a Potential Indicator of Social Inclusion (2016, unknown): “…have shown the importance of safety/security (de Oña, de Oña, Eboli, & Mazzulla, 2013; Friman & Gärling, 2001), the information given to travelers (de Oña et al., 2013), the system (with supply and reliability items) including comfort/design (dell’Olio, Ibeas, Cecín, & dell’Olio, 2011), and staff…”
Enjoying loyalty: The relationship between service quality, customer satisfaction, and behavioral intentions in public transit (2016, background): “In addition, cleanliness, information and other service characteristics such as punctuality and frequency have similarly been cited to influence satisfaction and loyalty (Carreira et al., 2014; de Oña et al., 2013; Mouwen, 2015; Tyrinopoulos & Antoniou, 2008; Weinstein, 2000).”
Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches (2015, background): “…PT services: metropolitan public transportation (e.g., Karlaftis, Golias, and Papadimitriou 2001; Lai and Chen 2011; Minser and Webb 2010; Nurul-Habib, Kattan, and Islaam 2011; Stuart, Mednick, and Bockman 2000; de Oña et al. 2013); interurban D ow nl oa de d fr om in fo rm s. or g by [ 12 9.”
Travel satisfaction revisited : on the pivotal role of travel satisfaction in conceptualizing a travel behavior process (2017, background): “Service attributes such as cleanliness, comfort, the personnel’s behaviour, safety, punctuality and frequency are most likely to influence public transport users’ satisfaction (e.g., de Oña et al., 2013; dell’Olio et al., 2011; van Lierop et al., 2017).”