scholarly journals Predicting the Use of Public Transportation: A Case Study from Putrajaya, Malaysia

2014 ◽  
Vol 2014 ◽  
pp. 1-9 ◽  
Author(s):  
Muhamad Nazri Borhan ◽  
Deprizon Syamsunur ◽  
Norliza Mohd Akhir ◽  
Muhamad Razuhanafi Mat Yazid ◽  
Amiruddin Ismail ◽  
...  
Keyword(s):  
Environmental Impact ◽  
Service Quality ◽  
Public Transport ◽  
Public Transportation ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Equation Model ◽  
The Public ◽  
Positive Effects ◽  
Willingness To Use

Putrajaya is a new federal administrative capital of Malaysia which has been set to achieve a 70% share of all travels by public transport in the city area. However, the current modal split between the public transport and private transport is 15 : 85. In order to understand travelers’ willingness to use the public transport, a conceptual model has been developed to determine the factors that affect them to use the public transport instead of travelling in their own cars. Various variables such as service quality, environmental impact, attitude, and behavior intention were analyzed and tested using structural equation model (SEM). Results indicate that the service quality and attitude are found to have positive effects on the behavioral intention of taking the public transport. Other than this, this study also shows that the service quality and environmental impact have some positive influences on the attitude to using the public transport. However, environmental impact has no significant, positive, and direct effect on behavioral intention. The results of this study demonstrate that the model that was developed is useful in predicting the public transport and it could provide a more complete understanding of behavioral intention towards public transport use.

scholarly journals Persamaan Struktur Loyalty Modelling Pengguna Public Transport Railway MRT- SBK Greaters Kuala Lumpur Malaysia

2020 ◽  
Vol 20 (3) ◽  
pp. 895
Author(s):  
Amsori M Das
Keyword(s):  
Service Quality ◽  
Public Transport ◽  
Structural Equation ◽  
Structural Model ◽  
Influential Factor ◽  
Kuala Lumpur ◽  
Service Value ◽  
Positive Effects ◽  
Passenger Satisfaction ◽  
Willingness To Use

In the context of transportation, the passenger loyalty is a measurement of the level of passenger’s willingness to use a similar public transport. The goal of this study is to examines and identifies factors that influencing passenger loyalty. Three factors such as satisfaction, service value, services quality was predicted as an influential factor towards passengers’ loyalty. The Mass Rapid Transit (MRT) for Sungai Buloh to Kajang (SBK) line in Kuala Lumpur conurbation was used as a case study and 555 respondents have contributed to this study. Structural equation modelling (SEM) was used to investigate the relationship between service quality, service value, passenger satisfaction and passenger loyalty. Satisfaction has the most significant influence on passenger loyalty. Service value has direct and positive effects on passenger loyalty. This study also found the service quality has significant indirect effect on the passenger loyalty via service value and passenger satisfaction.The structural model for investigating the loyalty of MRT-SBK users to this service has been analysed and tested using the service quality, satisfaction and quality value showed 75% positive change for all variables. These models recorded average errors and absolute index evaluation in accepted criteria of ≤ 0.09 and ≥ 0.94 respectively. The study reveals that MRT-SBK passengers’ loyalty is significantly influenced by service attributes, such as vehicle safety, convenience, punctuality, comfort, cleanliness of the facility provided. This study helps MRT service provider to optimize resource to enhance user’s satisfaction and therefore, increase the passenger loyalty

A Study on Factors Affecting on Customer Intention to Use the Express Bus

2018 ◽  
Vol 34 (5E) ◽  
Author(s):  
Phuong Nguyen Van ◽  
Hieu Trung Nguyen ◽  
Toan Bao Le
Keyword(s):  
Local Government ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Model ◽  
Corporate Image ◽  
Organizational Image ◽  
Factors Affecting ◽  
Managerial Implications

The improvement of transit service quality is an essential role in developing urban and interstate transportation. The local government, as well as bus service companies, should understand the behavioral intention of passengers to meet their expectation and requirements. This paper aims to highlight such behavioral decision and investigate dominant factors that influence the customers’ decision to use the express bus. The study explores the case of express bus companies in Tay Ninh province, Vietnam. By using the structural equation model approach to analyze the data collected from 295 passengers, who have experienced in using the express bus, the results reveal that service quality has a significantly positive relationship with both perceived value and corporate image. Specifically, customer satisfaction and organizational image also positively influence behavioral intention. Meanwhile, service quality indirectly affects on behavioral intention throughout perceived value and corporate image. Based on the findings, we provided some insightful managerial implications and recommendations to managers of bus carriers, and valuable practical suggestions to policymakers in the local government of Tay Ninh province to improve the service quality to encourage more citizens to use the express bus.

scholarly journals PENGARUH KUALITAS MAKANAN, KUALITAS LAYANAN, DAN LINGKUNGAN FISIK RESTORAN TERHADAP KEPUASAN SERTA NIAT BERPERILAKU

2018 ◽  
pp. 1347
Author(s):  
Gita Ekowati Anjarsari ◽  
Ni Wayan Sri Suprapti ◽  
I Putu Gde Sukaatmadja
Keyword(s):  
High School ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Behavioral Intention ◽  
Physical Environment ◽  
Structural Equation ◽  
Equation Model ◽  
Quality Service ◽  
Research Show

The purpose of this study is to explain the effects of food quality, service quality, and physical environment on customer satisfaction and behavioral intention. The sample used are 150 respondents using purposive sampling who have minimal education of senior high school or equal and have been in Nanny’s Pavillon at least twice in the last six months. Data Analyzed using Structural Equation Model (SEM). The results of this study indicate the construct of food quality, service quality, and physical environment has positive and significant effects on customer satisfaction and behavioral intention. The implications on this research show that the customer of Nanny’s Pavillon chooses the food quality such as the catchy food display, variety of the menu, delicious food, also the temperature of the dish as appropriate. The advices for Nanny’s Pavillon managements are to pay more attention to the service,Therefore, the satisfaction of Nanny’s Pavillon customer can be increase so then will effects on behavioral intention in the future.

scholarly journals Pengaruh Partisipasi dan Diskresi terhadap Kualitas Pelayanan Publik pada Dinas Penanaman Modal dan Pelayanan Perizinan Terpadu Satu Pintu Kabupaten Bandung Barat (Studi Pelayanan Izin Lokasi dan Izin Mendirikan Bangunan)

2020 ◽  
Vol 23 (1) ◽  
pp. 85
Author(s):  
Bambang Subagio
Keyword(s):  
Service Quality ◽  
Public Participation ◽  
Public Service ◽  
Structural Equation ◽  
Group Discussion ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
The Public

The public service quality in The Investment and One Stop Service (TIOSS) Office of Bandung Barat Regency was not optimal. The public participation and discretion were the crucial factors to improve the quality of the public service. Hence, this research examined the influence of the public participation and discretion factors to improve the public service quality in TIOSS Office of Bandung Barat Regency. This research used the mixed method. Quantitative method was reflected through survei technique data collection which then was analyzed through Structural Equation Model and Partial Least Square. While qualitative method was reflected through Focus Group Discussion technique. The results were, first, public participation and the discretion had a positive and significant impact to the public service quality. Second, the public participation variable partially had a greater effect than the discretion variable to improve the quality of the public service. The research suggested that TIOSS Office of Bandung Barat Regency should undertake synergic, comprehensive, and continuous of public participation and discretion practices in order to improve public service quality.

scholarly journals A Study to Analyse the Perception of Commuters' towards Service Quality of Delhi Metro Rail Corporation: Empirical Study

2021 ◽  
Vol 12 (5) ◽  
pp. 701-708
Author(s):  
Yogendra Pal Bharadwaj, Mukesh Singh
Keyword(s):  
Service Quality ◽  
Public Transportation ◽  
Structural Equation ◽  
Five Dimensions ◽  
The Public ◽  
Predictive Variables ◽  
The Common ◽  
Convenience Sampling ◽  
Modern Era

In modern era of globalization, the services being offered by the public transportation require to gauge sensitivity about the services offered to the common masses. In this context, this study examined the perception of commuters on service quality offered by Delhi Metro Rail Corporation and its impact on the commuter’s satisfaction. Therefore, five dimensions of service quality have been taken (reliability, tangibility, empathy, safety & security, commuters’ friendliness) as predicting variables towards the commuters’ satisfaction of DMRC. This research was carried out on behalf of a convenience sampling approach using basic condition and structural equation modelling with an aggregate of 1045 questionnaires distributed among commuters via electronic form as well as simple form. The results of factual tests show that four out of five predictive variables viz., commuters’ friendliness, tangibility, safety & security, empathy have pragmatic percussion, while reliability and commuter’s friendliness has no remarkable influence on customer’s satisfaction.

The effect of service quality on foreign participants’ satisfaction and behavioral intention with the 2016 Shanghai International Marathon

2019 ◽  
Vol 21 (1) ◽  
pp. 91-105 ◽  
Author(s):  
Yi Xiao ◽  
Xiaoling Ren ◽  
Pei Zhang ◽  
Antonnette Ketlhoafetse
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Structural Model ◽  
Equation Model ◽  
Equation Modeling ◽  
City Image ◽  
Content Type ◽  
Sports Events ◽  
The Impact

Purpose The purpose of this paper is to examine foreign participants’ service quality, satisfaction and behavioral intention during the 2016 Shanghai International Marathon, and to gain a better understanding of the impact of service quality on their satisfaction and behavioral intention. Design/methodology/approach An English questionnaire was originally designed on the basis of the literature review of service quality, overall satisfaction and re-participation intention to assess the purpose of the study. Data were collected from 308 foreign runners including 61.7 percent (n=190) of male and 38.3 percent (n=118) of the female. Structural equation modeling was employed to check the proposed model and to test the impact of service quality on foreign participants’ overall satisfaction and behavioral intention. Findings A positive correlation was captured between the following: service quality and overall satisfaction (r=0.752, p<0.01), overall satisfaction and behavioral intention (r=0.876, p<0.01), and between service quality and participants’ behavioral intention (r=0.760, p<0.01). Furthermore, the service quality of Shanghai International Marathon had an indirect effect on foreign participants’ behavioral intention. The structural model fits the data well (R2=0.823). Research limitations/implications First, the sample size was small and was just drawn from one event, which can be taken with caution in the context of the generalization of findings. Second, the results are specific to 2016 Shanghai International Marathon participants and cannot be generalized with other events in China or around the world. Practical implications The results are practical for the marathon event organizers to better understand foreign participants’ needs and improve their services. This study has a significant importance to the sports events organizers, especially the organizers of the Shanghai International Marathon in terms of a better understanding the level of their service. This study will also help the event organizers to adapt their strategies and their efforts to increase Shanghai International Marathon foreign participants’ satisfaction and intention to repurchase or to share with others. Social implications This study contributes to the foreign participant’s satisfaction literature. In fact, many studies were carried on event spectators’ satisfaction while rare studies were carried on event participants’ satisfaction, especially marathon foreign participants’ satisfaction, and this study will supplement studies related to sport events participation. This will be convenient for sports managers and scholars to better understand the impact of service quality on participants’ satisfaction and behavioral intention in the field of sports events management. Meanwhile, the results were extremely useful to Shanghai during the process of constructing a “world-famous sports city” and “modern international metropolis”. Originality/value Little literature focus on foreign participants of Shanghai International Marathon, which is important in the process of shaping city image and building world-famous city. Are foreign participants satisfied with the Shanghai International Marathon? Which aspect of the service quality is of greater value for them? What are the influencing factors of their behavioral intention and word-of-mouth communication? What are the specific impact paths among the service quality, overall satisfaction and behavioral intention variables? To examine the objectives, the study was designed to target foreign participants’ service quality, satisfaction and behavioral intention. Besides, structural equation model was applied in this study to explore the path relationship between service quality, satisfaction and behavioral intention specifically.

scholarly journals Perceptions Passengers on Service Quality: Public Transport in Kuala Lumpur

2018 ◽  
Vol 7 (2.29) ◽  
pp. 865
Author(s):  
Hamza Imhimmed Mohamed Irtema ◽  
Amiruddin Ismail ◽  
Muhamad Nazri Borhan ◽  
Hassan. M Abdelsalam ◽  
Abdurauf. B.Z Alshetwi ◽  
...  
Keyword(s):  
Service Quality ◽  
Public Transport ◽  
Public Transportation ◽  
Structural Equation ◽  
Measurement Model ◽  
Kuala Lumpur ◽  
Railway Stations ◽  
Transportation Services ◽  
Equation Modelling

The quality of service is a measurement of the level of service provided against the expectations of customers. This research examines the behaviour of passengers using public transport with respect to the service quality of public transit. A questionnaire was answered by 412 passengers at one of the main railway stations, Kuala Lumpur Sentral. Empirical data were extracted based on the information collected from the survey. Structural equation modelling was used to examine the measurement model. The findings of the study reveal that public transport passengers are significantly influenced by service attributes, for example, vehicle safety, cleanliness of the facility, and management of complaints. These findings identify the important service attributes that public transportation services in Kuala Lumpur need to prioritise. This study will help ascertain whether service quality meets or exceeds the expectations of the passengers. 

scholarly journals Structural Equation Modeling (SEM) untuk Mengukur Pengaruh Pelayanan, Harga, dan Keselamatan terhadap Tingkat Kepuasan Pengguna Jasa Angkutan Umum Selama Pandemi Covid-19 di Kota Ambon

2021 ◽  
Vol 4 (1) ◽  
pp. 1
Author(s):  
Zakheus Putlely ◽  
Yopi Andry Lesnussa ◽  
Abraham Z Wattimena ◽  
Muhammad Yahya Matdoan
Keyword(s):  
Structural Equation Modeling ◽  
Service Quality ◽  
Public Transport ◽  
Public Transportation ◽  
Structural Equation ◽  
Large Scale ◽  
Equation Modeling ◽  
Transport Services ◽  
Passenger Satisfaction ◽  
Statistical Analysis Technique

<p>Structural Equation Modeling (SEM) is a statistical analysis technique used to build and test statistical models in the form of causal models. Large-Scale Social Restrictions (PSBB) are government policies to break the chain of spreading the corona virus (Covid-19). This policy certainly has an impact on drivers of public transport services. This research shows that the passengers are very satisfied with the travel safety factor. Meanwhile, service factors and passenger public transport fares are in the satisfied category. Furthermore, the variable service quality (MP), the price of public transportation (H), and passenger safety (KP) have an influence on passenger satisfaction. Because the <em>t</em>-value is greater than 1.96 (for the real level of 5%). The influence of service quality, price and safety variables on passenger satisfaction is 78.1%, the remaining 21.9% is influenced by other variables outside the research.</p><strong>Keywords: </strong>covid-19, structural equation modeling, satisfaction.

scholarly journals Investigation of the Relationship between the Perceived Public Transport Service Quality and Satisfaction: A PLS-SEM Technique

2021 ◽  
Vol 13 (23) ◽  
pp. 13018
Author(s):  
Karzan Ismael ◽  
Szabolcs Duleba
Keyword(s):  
Service Quality ◽  
Least Squares ◽  
Partial Least Squares ◽  
Public Transport ◽  
Public Transportation ◽  
Structural Equation ◽  
Group Analysis ◽  
Equation Modeling ◽  
Private Vehicle ◽  
Significant Difference

Public transportation (PT) service quality is recognized as a cornerstone of infrastructure development in many countries. Understanding the satisfaction level of public transport users towards provided service quality is vital. However, there is still a lack of research to identify the specific relationship between the experience of service quality and private vehicle (PV) users’ satisfaction. Therefore, this paper aimed to examine the different satisfaction attributes of PV users due to the COVID-19 pandemic and to make possible suggestions to policymakers on how to adapt to these changed attitudes. The paper highlights that some satisfaction issues became more significant, while the importance of others was mitigated due to the unusual circumstances. In this study, variance-based Partial Least Squares Structural Equation Modeling (PLS-SEM) was applied to test the proposed hypotheses. Further, Partial Least Squares Multi-Group Analysis (PLS-MGA) was conducted for investigating the perception of age and gender groups on the basis of gap analysis. An online panel and printed questionnaire survey were used to collect data in Budapest, Hungary in October and November 2020 during COVID-19 from the perception of 100 PV users. The findings show that perceived service quality and accessibility are statistically significant in the formation of PV users’ satisfaction but safety and security were not significantly related to satisfaction. Additionally, results from PLS-MGA reveal that there was a significant difference among gender and age groups in achieving satisfaction associated with safety and security. The conclusions of this study are not only beneficial for the theory of this field but also contribute to practice for policymakers in terms of providing better service with specific identification of how to encourage more private vehicle users to use public transportation.

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