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...
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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 |
| Summary: | 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. |
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| ISSN: | 1804-171X 1804-1728 |