The Factors Influencing Satisfaction with Public City Transport: A Structural Equation Modelling Approach
Satisfaction is one of the key factors which influences customer loyalty. We assume that the satisfied customer will be willing to use the ssame service provider again. The overall passengers´ satisfaction with public city transport may be affected by the overall service quality. Frequency, punct...
| Main Author: | |
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| Format: | Article |
| Language: | English |
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Tomas Bata University in Zlín
2015-12-01
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| Series: | Journal of Competitiveness |
| Subjects: | |
| Online Access: | http://www.cjournal.cz/files/203.pdf |
| _version_ | 1811302932791951360 |
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| author | Pawlasova Pavlina |
| author_facet | Pawlasova Pavlina |
| author_sort | Pawlasova Pavlina |
| collection | DOAJ |
| description | Satisfaction is one of the key factors which influences customer loyalty. We assume that the satisfied
customer will be willing to use the ssame service provider again. The overall passengers´
satisfaction with public city transport may be affected by the overall service quality. Frequency,
punctuality, cleanliness in the vehicle, proximity, speed, fare, accessibility and safety of transport,
information and other factors can influence passengers´ satisfaction. The aim of this paper
is to quantify factors and identify the most important factors influencing customer satisfaction
with public city transport within conditions of the Czech Republic. Two methods of analysis
are applied in order to fulfil the aim. The method of factor analysis and the method Varimax
were used in order to categorize variables according to their mutual relations. The method of
structural equation modelling was used to evaluate the factors and validate the model. Then, the
optimal model was found. The logistic parameters, including service continuity and frequency,
and service, including information rate, station proximity and vehicle cleanliness, are the factors
influencing passengers´ satisfaction on a large scale. |
| first_indexed | 2024-04-13T07:39:21Z |
| format | Article |
| id | doaj.art-9260d1fefa51451d8825983588e82bad |
| institution | Directory Open Access Journal |
| issn | 1804-171X 1804-1728 |
| language | English |
| last_indexed | 2024-04-13T07:39:21Z |
| publishDate | 2015-12-01 |
| publisher | Tomas Bata University in Zlín |
| record_format | Article |
| series | Journal of Competitiveness |
| spelling | doaj.art-9260d1fefa51451d8825983588e82bad2022-12-22T02:55:59ZengTomas Bata University in ZlínJournal of Competitiveness1804-171X1804-17282015-12-0174183210.7441/joc.2015.04.02The Factors Influencing Satisfaction with Public City Transport: A Structural Equation Modelling ApproachPawlasova Pavlina0Technical University of OstravaSatisfaction is one of the key factors which influences customer loyalty. We assume that the satisfied customer will be willing to use the ssame service provider again. The overall passengers´ satisfaction with public city transport may be affected by the overall service quality. Frequency, punctuality, cleanliness in the vehicle, proximity, speed, fare, accessibility and safety of transport, information and other factors can influence passengers´ satisfaction. The aim of this paper is to quantify factors and identify the most important factors influencing customer satisfaction with public city transport within conditions of the Czech Republic. Two methods of analysis are applied in order to fulfil the aim. The method of factor analysis and the method Varimax were used in order to categorize variables according to their mutual relations. The method of structural equation modelling was used to evaluate the factors and validate the model. Then, the optimal model was found. The logistic parameters, including service continuity and frequency, and service, including information rate, station proximity and vehicle cleanliness, are the factors influencing passengers´ satisfaction on a large scale.http://www.cjournal.cz/files/203.pdffactor analysispublic transportsatisfactionstructural equation modelling |
| spellingShingle | Pawlasova Pavlina The Factors Influencing Satisfaction with Public City Transport: A Structural Equation Modelling Approach Journal of Competitiveness factor analysis public transport satisfaction structural equation modelling |
| title | The Factors Influencing Satisfaction with Public City Transport: A Structural Equation Modelling Approach |
| title_full | The Factors Influencing Satisfaction with Public City Transport: A Structural Equation Modelling Approach |
| title_fullStr | The Factors Influencing Satisfaction with Public City Transport: A Structural Equation Modelling Approach |
| title_full_unstemmed | The Factors Influencing Satisfaction with Public City Transport: A Structural Equation Modelling Approach |
| title_short | The Factors Influencing Satisfaction with Public City Transport: A Structural Equation Modelling Approach |
| title_sort | factors influencing satisfaction with public city transport a structural equation modelling approach |
| topic | factor analysis public transport satisfaction structural equation modelling |
| url | http://www.cjournal.cz/files/203.pdf |
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