Determinants of Customer Satisfaction and Loyalty in Public Transport: A PLS-SEM Approach

2021 ◽  
Vol 39 (8) ◽  
Author(s):  
Wei Chiang Chan ◽  
Wan Hashim Wan Ibrahim ◽  
May Chiun Lo ◽  
Mohamad Kadim Suaidi ◽  
Shiaw Tong Ha
Keyword(s):  
Public Transport ◽  
User Satisfaction ◽  
Traffic Congestion ◽  
Structural Equation ◽  
Leisure Activities ◽  
The Public ◽  
Equation Modelling ◽  
Social Leisure ◽  
To Receive ◽  
Customer Satisfaction And Loyalty

Public transport (PT) continues to receive much attention from many countries as a means to reduce traffic congestion, accident, and pollution. Moreover, PT can boost mobility, physical and social leisure activities for the public. To enhance PT ridership, it is important to enhance its customer loyalty. This study is designed to examine the interrelationships between factors such as accessibility, availability, reliability, comfortability, and safety and security, satisfaction, and loyalty. A total of 179 respondents participated in this study. Partial least squares structural equation modelling (PLS-SEM) was used for data analysis. The results show that availability, safety and security are positively related to user satisfaction. Moreover, satisfaction has been found to be positively related to loyalty. These results suggest that practitioners should focus on availability and safety and security which can enhance satisfaction followed by loyalty. Scholars are recommended to further study other variables which can impact on satisfaction and loyalty.

scholarly journals “Howya gettin’ on?” Investigating Public Transport Satisfaction Levels in Galway, Ireland

Urban Science ◽  
2018 ◽  
Vol 2 (4) ◽  
pp. 102 ◽  
Author(s):  
Mike Hynes ◽  
Olga Bolbocean ◽  
Michael McNally ◽  
Mike Conroy ◽  
Daniel Bednarczuk ◽  
...  
Keyword(s):  
Public Transport ◽  
User Satisfaction ◽  
Traffic Congestion ◽  
Urban Areas ◽  
Urban Traffic ◽  
Transport Network ◽  
Transport Infrastructure ◽  
The Public ◽  
Customer Services ◽  
Bus Services

Public transport transforms urban communities and the lives of citizens living in them by stimulating economic growth, promoting sustainable lifestyles and providing a greater quality of life. Globally, the healthiest cities have one thing in common, a public and active transport network that does not depend on each person owning a personal motorised vehicle. Growing dependence on the automobile has created a multitude of problems, some of which public transport can help solve. Adverse social, environmental and health effects related to automobile emissions and car-dependency suggest that using public transport will result in a decrease in an individual’s carbon footprint, will lessen overall CO2 emissions, and will help to ease urban traffic congestion as well as encourage more effective and efficient land use. With many urban areas experiencing ongoing traffic problems, it is acknowledged that any sustainable long-term solution must entail a significant public transport element. The aim of this research study, conducted in November and December 2017, was to obtain essential baseline information on service user satisfaction levels with the existing public bus services in Galway City, Ireland. By measuring levels of satisfaction, it is possible to build our overall knowledge of the public transport network and thus identify improvements in the service that would lead to an increase in bus passenger numbers and result in reductions in the amount of cars on the roads. Results suggest deficiencies in public transport infrastructure, such as Dedicated Bus Lanes, and the lack of attention to customer services are hindering improvements in the public bus service.

scholarly journals Factor affecting user satisfaction in agricultural e-commerce applications: Facing the new normal

2020 ◽  
Vol 4 (02) ◽  
pp. 49-60
Author(s):  
Alfa Nursyamiza Nusifera ◽  
Mukhamad Najib ◽  
Kirbrandoko Kirbrandoko
Keyword(s):  
User Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Information Quality ◽  
Loyalty Programs ◽  
Equation Modeling ◽  
Retail Business ◽  
Significant Difference ◽  
Age Range ◽  
Customer Satisfaction And Loyalty

Agricultural E-Commerce with a retail business model has a big challenge to become an alternative sales distribution of agricultural products. Consumer satisfaction and loyalty can be a strategy for companies to maintain and increase sales. The purpose of this study was to analyze the users of agricultural e-commerce application characteristics and variables that affect customer satisfaction and loyalty. It was conducted by a survey in the Greater Jakarta area, Indonesia. Research data were collected using a questionnaire with a convenience sampling method to 170 respondents. The majorities of respondents were women with an age range of 20-30 years. Structural Equation Modeling (SEM) results show that there is a significant influence between information quality, design, response, security, delivery on satisfaction, and satisfaction with loyalty. On the other hand, there is no significant difference between ability, payment, user service, and satisfaction. Companies can create loyalty programs to increase product purchase retention in agricultural e-commerce.

The Role of Mass Transport for Sustainable Public Transit in Developing Cities

2018 ◽  
pp. 416-442
Author(s):  
Belew Dagnew Bogale
Keyword(s):  
Public Transport ◽  
Traffic Congestion ◽  
Traffic Management ◽  
Public Transit ◽  
Addis Ababa ◽  
Sustainable Transportation ◽  
The Public ◽  
Developing Cities ◽  
Recent Project ◽  
Transit Performance

The need for an efficient public mass transportation system in the context of developing countries can well be overemphasized since a majority of the urban population continues to be either captive walkers or users of the public transport facility. In Addis Ababa, inadequacy of public transit and improper traffic management issues are dominant problems. Evidence indicates that solutions related to traffic congestion and accidents are still left behind the city. However, it is expected that the recent project interventions and initiatives will enhance the capability of the public transit to deliver effective and sustainable transportation. This chapter evaluates the public transit performance, the initiatives towards terminals, and the future models for implementation. It concludes that an integrated public mass transit system is vital to a sustainable future public transport in developing cities in general and in Addis Ababa in particular. Recommendations are forwarded in the chapter.

scholarly journals Rail-based Public Transport Service Quality and User Satisfaction – A Literature Review

2020 ◽  
Vol 32 (3) ◽  
pp. 423-435 ◽  
Author(s):  
Ahmad Nazrul Hakimi Ibrahim ◽  
Muhamad Nazri Borhan ◽  
Nur Izzi Md. Yusoff ◽  
Amiruddin Ismail
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Public Transport ◽  
User Satisfaction ◽  
Traffic Congestion ◽  
Information Quality ◽  
Service Providers ◽  
Delphi Approach ◽  
Rail Travel

While rail-based public transport is clearly a more advanced and preferable alternative to driving and a way of overcoming traffic congestion and pollution problems, the rate of uptake for rail travel has remained stagnant as a result of various well-known issues such as that commuters either use a more reliable and comfortable alternative to get from A to B and/or that they are not satisfied with the quality of service provided. This study examined the factor of user satisfaction regarding rail-based public transport with the aim of discovering precisely what factors have a significant effect on the user satisfaction and uptake of rail travel. This was approached using both the Delphi approach and a thorough review of the current literature, focusing on a total of nine possible factors affecting passenger satisfaction with rail travel availability of service, accessibility of service, ticket or pass, punctuality, clarity of information, quality of customer service, comfort, safety, and image. Also discussed were 29 extra possible attributes and several measures that were implemented in various countries to increase the service quality. It was concluded that this review will provide valuable information for policymakers, researchers and service providers in terms of specifying the service factors most worth investigating if the quality of this crucial means of transport is to be raised.

scholarly journals Evaluating the role of the National Museum of Iran in the development of cultural tourism

2021 ◽  
Vol 34 (2) ◽  
pp. 9-26
Author(s):  
Omid Salek Farokhi ◽  
Seyedeh Yasamin Hosseini
Keyword(s):  
Structural Equation ◽  
Cultural Tourism ◽  
National Museum ◽  
The Public ◽  
Equation Modelling ◽  
Historical Monuments ◽  
Confirmatory Factor ◽  
Ancient Persia ◽  
Article Analyse

In addition to acquainting the public with the culture of a particular region, cultural tourism creates economic opportunities. Taking into account various tourist sites, museums are definitely among the most important ones. In Iran, the National Museum is one of the most important museums because of its rich collection of historical monuments related to the ancient Persia and Islamic periods. The authors of this article analyse the role of the National Museum of Iran in the development of the country’s cultural tourism. The analysis is based on information obtained from the database of the Iranian Cultural Heritage Organization and the National Museum of Iran. Confirmatory factor analysis and structural equation modelling were employed for data analysis. The results confirm the importance of the National Museum of Iran in the development of cultural tourism.

scholarly journals KONTRIBUSI PENGARUH FAKTOR DAN VARIABEL YANG MEMENGARUHI CAPAIAN MUTU PELAKSANAAN PRESERVASI JEMBATAN

2020 ◽  
Vol 20 (2) ◽  
pp. 151-160
Author(s):  
Novi Ari Nugroho ◽  
Iman Setyarno ◽  
Agus Taufik Mulyono ◽  
Latif Budi Suparma
Keyword(s):  
Structural Equation Modelling ◽  
Structural Equation ◽  
Service Providers ◽  
Good Condition ◽  
Equation Modeling ◽  
The Public ◽  
Method Factor ◽  
Equation Modelling ◽  
Material Factor

Abstract Bridges are an important part of a road network system, so they need to be kept functioning properly. Bridge preservation is one of the important and fundamental types of handling to maintain the condition of the bridge in good condition and restore the condition of the bridge to its original capacity so that it can serve effectively. The purpose of this study is to identify the contribution of the influence of factors and variables that affect the quality of the implementation of bridge preservation. Data analysis was based on the results of a survey of respondents who came from service users, service providers and the public who had been involved in implementing bridge preservation. The analysis was conducted using the Structural Equation Modeling method. The results showed that the implementation of bridge preservation factors and variables that influence the implementation of bridge preservation influence on the achievement of the quality of the bridge preserva-tion of 60.6%. The contribution of the influence of the factors that affect the quality of the implementation of the bridge preservation is the human resource factor contributing to the effect of 89.4%, a material factor of 81.8%, a method factor of 80.7%, a tool factor of 68.7%, a factor financial contribution of 54.0%, and environmental factors contributed an influence of 53.1%. To realize good quality achievements, the parties involved in implementing bridge preservation must pay attention to 6 factors and 33 important variables to be able to support these quality achievements. Keywords: bridge preservation; Structural Equation Modelling; influence contribution; quality achievement.  Abstrak Jembatan merupakan bagian yang penting dalam suatu sistem jaringan jalan, sehingga perlu dijaga agar tetap berfungsi dengan baik. Preservasi jembatan merupakan salah satu jenis penanganan yang penting dan mendasar untuk mempertahankan kondisi jembatan dalam kondisi baik dan mengembalikan kondisi jembatan sesuai kapasitas semula sehingga dapat melayani dengan efektif. Tujuan penelitian ini adalah mengidentifikasi kontri-busi pengaruh dari faktor dan variabel yang memengaruhi capaian mutu pelaksanaan preservasi jembatan. Data analisis berdasarkan hasil survei terhadap responden yang berasal dari pengguna jasa, penyedia jasa dan publik yang pernah terlibat dalam pelaksanaan preservasi jembatan. Analisis dilakukan dengan metode Structural Equation Modelling. Hasil penelitian menunjukkan bahwa pada pelaksanaan preservasi jembatan faktor dan variabel yang memengaruhi pelaksanaan preservasi jembatan memberikan pengaruh terhadap capaian mutu pelaksanaan preservasi jembatan sebesar 60,6%. Kontribusi pengaruh dari faktor-faktor yang memengaruhi capaian mutu pelaksanaan preservasi jembatan adalah faktor sumber daya manusia memberikan kontribusi pe-ngaruh sebesar 89,4%, faktor material sebesar 81,8%, faktor metode sebesar 80,7%, faktor alat sebesar 68,7%, faktor keuangan sebesar 54,0%, dan faktor lingkungan memberikan konstribusi pengaruh sebesar 53,1%. Untuk mewujudkan capaian mutu yang baik, pihak-pihak yang terlibat dalam pelaksanaan preservasi jembatan harus memerhatikan 6 faktor dan 33 variabel penting untuk dapat mendukung capaian mutu tersebut. Kata-kata kunci: preservasi jembatan; Structural Equation Modelling; kontribusi pengaruh; capaian mutu.

scholarly journals Public Perception on Motorcyclist Safety Prevention Methods using Structural Equation Modelling

2019 ◽  
Vol 9 (2) ◽  
pp. 1388-1393
Keyword(s):  
Structural Equation Modelling ◽  
Structural Equation ◽  
Public Perception ◽  
Road Traffic ◽  
Measurement Model ◽  
Validity And Reliability ◽  
The Public ◽  
Measurement Models ◽  
Equation Modelling ◽  
Prevention Methods

Motorcycle-related road accidents are the most frequent cause of road traffic injuries reported in Malaysia. One of the key approaches of the Safe System strategy used internationally to address the road casualty reduction goals and targets for interim and long term planning was by improving the vehicle safety system. In this study, feedback regarding the prevention methods that could help reduce the occurrence of motorcycle accidents was obtained from drivers and motorcyclists. In total, five components of safety prevention methods were established and quantitative data were measured from a set of questionnaires distributed all over Malaysia. The questionnaires were designed to understand the public perception on effective methods to address the current road safety issues. Items in the questionnaire were analysed by Structural Equation Modelling using AMOS 25.0 to enable an informed decision based on the data obtained. The primary objectives of this study are to assess the validity and reliability of the measurement model using structural equation modelling based on the public perception of motorcyclists safety prevention methods. In this study, all the measurement models achieved their validity and reliability at the required level. The fitness index based on CR and AVE values were higher than 0.50, thereby indicating that the measurement model achieved the level of acceptance required. In addition, the constructed variables were statistically significant based on the factor loading values that were greater than 0.6 for each construct.

scholarly journals The effect of early age-related hearing loss on memory and participation in social leisure activities

2017 ◽  
Author(s):  
Henrik Danielsson ◽  
M Kathleen Pichora-Fuller ◽  
Kate Dupuis ◽  
Jerker Rönnberg ◽  
Alison L. Chasteen ◽  
...  
Keyword(s):  
Hearing Loss ◽  
Cognitive Decline ◽  
Social Participation ◽  
Hearing Aids ◽  
Structural Equation ◽  
Leisure Activities ◽  
Age Related ◽  
Increased Risk ◽  
Two Samples ◽  
Social Leisure

Age-related declines in hearing, cognition and social participation are well recognized, as are associations between hearing loss and cognitive decline, hearing loss and increased risk for social isolation, and cognitive decline and lower participation in social leisure activities (PSLA). Nevertheless, how age and the three domains of hearing, cognition, and social participation relate to one other in the same study is unclear. Behavioural measures of hearing and memory and self-reported participation in common social leisure activities from two samples of adults with hearing loss (N=297, N=273) were analysed in the current study. Structural equation modelling on both samples yielded two models with good and similar statistical properties. The two models had the following in common: age effects on hearing and memory, an effect of hearing on memory, but no direct effect of hearing on PSLA. The models differed on the direction of the path between memory and PSLA as well as the existence of the effect of age on PSLA. The majority of participants in both samples were not candidates for hearing aids, but most of those who were candidates used them. Of note, typical pure-tone average thresholds did not contribute significantly to the models, but high-frequency hearing thresholds did, suggesting that even early stages of hearing loss can increase demands on memory that in turn may deter participation in social leisure activities.

scholarly journals Do Personal Norms Predict Citizens’ Acceptance of Green Transport Policies in China

2020 ◽  
Vol 12 (12) ◽  
pp. 5090
Author(s):  
Leibao Zhang ◽  
Liming Sheng ◽  
Wenyu Zhang ◽  
Shuai Zhang
Keyword(s):  
Traffic Congestion ◽  
Structural Equation ◽  
Equation Model ◽  
Low Carbon ◽  
Environmental Behaviors ◽  
Policy Makers ◽  
The Public ◽  
Car Use ◽  
Metropolitan City ◽  
Personal Norms

In order to solve the environmental problems caused by the increasing private car use in China, such as transport energy consumption, traffic congestion, and air pollution, many policy measures including car purchase taxes, restrictions on car use in the city center, and incentives to promote electric vehicles have been developed. By taking Hangzhou, a low-carbon metropolitan city in China, as an illustrative example, green transport policies have been proactively implemented in order to turn the metropolitan city into an ecologically livable city. However, citizens’ acceptance of comprehensive green transport policies has seldom been studied and explored, which is actually quite valuable information for implementing and assessing the effectiveness of green transport policies. This study presents a new integrated framework by extending the value belief norm (VBN) theory in order to explore the internal factors for predicting citizens’ acceptance of comprehensive green transport policies and other pro-environmental behaviors in the transport field. A survey on car use reduction was conducted among citizens in Hangzhou and a quantitative analysis was performed using a structural equation model (SEM) method. Results show that personal norms can successfully predict citizens’ acceptance of pull policies for reducing car use, while is less capable of predicting that of push ones. The theoretical implications of different pro-environmental behaviors are explained. This analysis may inspire policy makers to implement appropriate policies to encourage the public to use low-carbon transport in daily life.

Sign in / Sign up

Export Citation Format

Share Document