Structural Equation Model of Customer Satisfaction for the New York City Subway System

2000 ◽  
Vol 1735 (1) ◽  
pp. 133-137 ◽  
Author(s):  
Kenneth R. Stuart ◽  
Marc Mednick ◽  
Johanna Bockman
Keyword(s):  
New York ◽  
New York City ◽  
Customer Satisfaction ◽  
York City ◽  
Structural Equation ◽  
Equation Model ◽  
Complex Model ◽  
Transportation Industry ◽  
Subway System ◽  
Using Data

A more complex model in content and design than previously applied to the measurement of customer satisfaction within the transportation industry is used in this study. Drawing from the results of previous studies that had a narrower focus, a network of 10 potentially important factors that affect customer satisfaction within the New York City subway system was postulated and tested using data collected from a cross section of adult residents. Results indicate that several factors have a direct influence on satisfaction, whereas others have an effect through intermediary variables. Path coefficients for the posited model are statistically significant, although several factors have notably more impact than others. Using model diagnostics, minor revisions and improvements to the initial model have been made while adhering closely to the principles of the original theory. Future developments are discussed, as is the model’s application for planning and resource allocation.

The Impact of Customer Loyalty and Restaurant Sanitation Grades on Revisit Intention and the Importance of Narrative Information: The Case of New York Restaurant Sanitation Grading System

2017 ◽  
Vol 59 (3) ◽  
pp. 275-284 ◽  
Author(s):  
Min Gyung Kim ◽  
Hyunjoo Yang ◽  
Anna S. Mattila
Keyword(s):  
New York ◽  
New York City ◽  
Customer Loyalty ◽  
York City ◽  
Letter Grades ◽  
The Difference ◽  
Revisit Intentions ◽  
Using Data ◽  
The Impact ◽  
Loyal Customers

New York City launched a restaurant sanitation letter grade system in 2010. We evaluate the impact of customer loyalty on restaurant revisit intentions after exposure to a sanitation grade alone, and after exposure to a sanitation grade plus narrative information about sanitation violations (e.g., presence of rats). We use a 2 (loyalty: high or low) × 4 (sanitation grade: A, B, C, or pending) between-subjects full factorial design to test the hypotheses using data from 547 participants recruited from Amazon MTurk who reside in the New York City area. Our study yields three findings. First, loyal customers exhibit higher intentions to revisit restaurants than non-loyal customers, regardless of sanitation letter grades. Second, the difference in revisit intentions between loyal and non-loyal customers is higher when sanitation grades are poorer. Finally, loyal customers are less sensitive to narrative information about sanitation violations.

Planning from the Bottom Up

Last Subway ◽  
2020 ◽  
pp. 124-156
Author(s):  
Philip Mark Plotch
Keyword(s):  
New York ◽  
New York City ◽  
York City ◽  
System Capacity ◽  
Bottom Up ◽  
Early Stages ◽  
System Increase ◽  
Subway System ◽  
Rail Service

This chapter recounts how New York City Transit Authority rail service planners Peter Cafiero, Chuck Kirchner, Glenn Lunden, and Jon Melnick resurrected the Second Avenue subway in 1988. Even though the Transit Authority was in the early stages of its 1987–91 capital program, the planners' bosses wanted to start getting ready for the next program, which would run from 1992 to 1996. The first step would be to create a document that assessed the authority's long-term needs and identified projects that would rehabilitate the subway system, increase ridership, improve productivity, and expand system capacity. One proposal the planners wrote to address the Lexington Avenue's problems was an idea that the MTA planner Bob Olmsted had first championed in 1975—a Second Avenue subway north of 63rd Street. As the Second Avenue subway proposal moved up the Transit Authority hierarchy, the authority's president, David Gunn, agreed that the time was right to begin thinking about expanding the subway system. Before he could devote significant resources to advancing the Second Avenue subway, however, it would have to compete with other potential megaprojects under discussion at the MTA's agencies.

scholarly journals Do Tourists Tip More Than Local Consumers? Evidence from Taxi Rides in New York City

2018 ◽  
Vol 42 (3-4) ◽  
pp. 281-306 ◽  
Author(s):  
Amir B. Ferreira Neto ◽  
Adam Nowak ◽  
Amanda Ross
Keyword(s):  
New York ◽  
New York City ◽  
York City ◽  
Taxi Service ◽  
Using Data ◽  
Tipping Behavior ◽  
The City

Given the resurgence of cities as consumer centers and the importance of amenities, we revisit the differences in tipping in taxis between tourists and locals in New York City. Taxi service is an endogenous service; however, taxis also contribute to the demand and provision of other amenities. We compare locals and tourists who are theatergoers to control for education and income, as these factors are likely to affect tipping behavior. Using data from the New York City Taxi and Limousine Commission on yellow taxis, we identify tourists as those trips leaving from or going to a hotel and theatergoers as trips where the drop-off or pickup is near Broadway within thirty minutes of the beginning or end of a show. We find that tourists and theatergoers tip more than locals and nontheatergoers, and tourists who are theatergoers tip even more. These differences between tourists and locals may affect the allocation of taxis throughout the city and hence the provision of other amenities.

scholarly journals Factors Associated with COVID-19 Infection, Hospitalization and Death in New York City Neighborhoods

2021 ◽  
Vol 12 (3) ◽  
pp. 21
Author(s):  
Anna Gu ◽  
Hira Shafeeq ◽  
Ting Chen ◽  
Preety Gadhoke
Keyword(s):  
New York ◽  
New York City ◽  
York City ◽  
Community Intervention ◽  
City Government ◽  
Foreign Born ◽  
City Community ◽  
Greenwich Village ◽  
Large Populations ◽  
Using Data

Background: A key to an effective Coronavirus 2019 (COVID-19) Community Intervention is to understand populations who are most vulnerable to it. We aimed at evaluating characteristics of New York City communities where rates of confirmed COVID-19 cases were particularly high. Methods: The study outcomes - neighborhood-specific confirmed COVID-19 cases, positive tests, and COVID-19 attributable deaths were calculated using data extracted from the New York City government health website, which were linked to results from Community Health Survey. Distributions of study outcomes across New York City community districts and their associations with neighborhood characteristics were examined using Jonckheere-Terpstra tests. Results: As of May 21, 2010, rates of confirmed cases ranged from 0.8% (Greenwich Village and Soho) to 3.9% (Jackson Heights), and the rates of attributable death from to 0.6‰ (Greenwich Village and Soho) to 4.2‰ (Coney Island). Higher percentages of black, Hispanic and foreign-born populations, lower educational attainment, poverty, lack of health insurance, and suboptimal quality of health care were all factors found to be correlated with increased rates of confirmed COVID-19 cases.  Conclusions: The epidemiology of COVID-19 exhibited great variations among neighborhoods in New York City. Community interventions aimed at COVID-19 prevention and mitigation should place high priorities in areas with large populations of blacks and Hispanics and economically disadvantages areas.

scholarly journals Vulnerability of Transportation Networks: The New York City Subway System under Simultaneous Disruptive Events

2017 ◽  
Vol 119 ◽  
pp. 42-50 ◽  
Author(s):  
Lani M’cleod ◽  
Richard Vecsler ◽  
Yuan Shi ◽  
Ekaterina Levitskaya ◽  
Sunny Kulkarni ◽  
...  
Keyword(s):  
New York ◽  
New York City ◽  
York City ◽  
Transportation Networks ◽  
Subway System

Spotlight

2021 ◽  
pp. 206-207
Keyword(s):  
Decision Making ◽  
New York ◽  
New York City ◽  
York City ◽  
Representative Sample ◽  
Digital Age ◽  
Internal Review ◽  
Using Data ◽  
Interdisciplinary Study ◽  
Internal Review Board

The HUMAN Project was initiated in 2014 by the Kavli Foundation in partnership with New York University’s Institute for the Interdisciplinary Study of Decision Making. 1 Its goal was to collect vast amounts of data from a representative sample of 10,000 New York City residents in 4,000 households over 20 years. Lacking both internal review board approval and sustainable funding, the HUMAN Project was suspended in 2018. Nonetheless, the ambitious scope of the study and what it revealed about the possibilities for collecting and using data in the digital age are intriguing. It is possible that this type of model could eventually be revived, perhaps with additional privacy protections built in....

Residents' satisfaction with cultural services provided by property managers in Chinese housing communities

2021 ◽  
Vol 49 (6) ◽  
pp. 1-15
Author(s):  
Yang Zhang ◽  
Jie Sun ◽  
Zhihong Hu ◽  
Wei Wang ◽  
Chengliang Wu
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Impact ◽  
Perceived Value ◽  
Equation Model ◽  
Community Culture ◽  
Cultural Services ◽  
Commercial Housing ◽  
Using Data ◽  
The Impact

In this article we discussed the influence path of culture-building services provided by property management companies in China's residential communities, and their relationship with residents' evaluations of the companies' services. Using data from a survey of 501 residents of typical commercial housing communities, we constructed a structural equation model based on the stimulus–organism–response framework. Community cultural services were used as the stimulus variable; pleasure, arousal, and perceived value were the organism variables; and customer satisfaction was the response variable. Our results show that the impact of cultural services on residents' evaluations could be explained by the stimulus–organism–response model, such that a strong community culture had a positive impact on residents' emotions and perceived value, and on customer satisfaction. The findings of this study enrich understanding of how property services managers can construct a community culture system to satisfy owners.

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