Effects of service quality dimensions on public transport user satisfaction

Authors

  • Matheus Grage Tardin Universidade Federal do Espírito Santo, Espírito Santo – Brasil
  • Ariel Barroso da Fonseca Universidade Federal do Espírito Santo, Espírito Santo – Brasil
  • Fábio Reis da Costa Universidade Federal do Espírito Santo, Espírito Santo – Brasil
  • Anderson Soncini Pelissari Universidade Federal do Espírito Santo, Espírito Santo – Brasil

DOI:

https://doi.org/10.14295/transportes.v28i3.2033

Keywords:

Service quality. Public transport. P-TRANSQUAL. Structural equations modeling.

Abstract

The aim of this paper is to investigate which attributes of public transport service quality influence the satisfaction of its users. Specifically, it is examined the effect of comfort, tangible, personal and reliability dimensions on public transport user satisfaction. The study approach is quantitative, descriptive and cross-sectional. Empirical data were collected through a survey, with a sample of 271 respondents. To test the proposed theoretical hypotheses, structural equations modeling was applied. The results indicate that comfort, reliability and tangible dimensions have a positive and significant effect on passenger satisfaction. In terms of managerial implications, the empirical findings offer a better understanding of factors that influence public transport passenger satisfaction, so managers can take actions that stimulate and improve the services provided.

Downloads

Download data is not yet available.

Author Biographies

Matheus Grage Tardin, Universidade Federal do Espírito Santo, Espírito Santo – Brasil

Mestrando em Administração pelo Programa de Pós-graduação em Administração - Mestrado e Doutorado - PPGADM/UFES. Graduado em Engenharia de Produção pelo Instituto Federal do Espírito Santo.

Ariel Barroso da Fonseca, Universidade Federal do Espírito Santo, Espírito Santo – Brasil

Mestrando em Administração pelo Programa de Pós-graduação em Administração - Mestrado e Doutorado - PPGADM/UFES. Graduado em Jornalismo pela FAESA.

Fábio Reis da Costa, Universidade Federal do Espírito Santo, Espírito Santo – Brasil

Doutorando e Mestre em Administração pelo Programa de Pós-graduação em Administração - Mestrado e Doutorado - PPGADM/UFES. Graduado em Administração pela UFV. Professor da FAETEC-RJ.

Anderson Soncini Pelissari, Universidade Federal do Espírito Santo, Espírito Santo – Brasil

Doutor em Engenharia de Produção pela Universidade Metodista de Piracicaba (UNIMEP). Professor do Programa de Pós-graduação em Administração - Mestrado e Doutorado - PPGADM/UFES.

References

Abenoza, R. F.; O. Cats e Y. O. Susilo (2017) Travel satisfaction with public transport: Determinants, user classes, regional disparities and their evolution. Transportation Research Part A: Policy and Practice, v. 95, p. 64–84. DOI:10.1016/j.tra.2016.11.011

Anderson, E. W.; C. Fornell e D. R. Lehmann (1994) Customer Satisfaction, Market Share, and Profitability: Findings from Sweden. Journal of Marketing, v. 58, n. 3. DOI:10.2307/1252310

Bakti, I. e S. Sumaedi (2015) P-TRANSQUAL: a service quality model of public land transport services. International Journal of Quality & Reliability Management, v. 32, n. 6, p. 534–558. DOI: 10.1108/MRR-09-2015-0216

Bezerra, G. C. L. e C. F. Gomes (2015) The effects of service quality dimensions and passenger characteristics on passenger ’ s overall satisfaction with an airport. Journal of Air Transport Management, v. 44–45, p. 77–81. DOI:10.1016/j.jairtraman.2015.03.001

Calisir, F.; A. Bayraktaroglu; C. Gumussoy e B. Kaya (2014) Effects of service quality dimensions including usability on per-ceived overall quality, customer satisfaction, and return intention in different hospital types. Int. J. Advanced Operations Management, v. 6, n. 4, p. 309–323. DOI: 10.1504/IJAOM.2014.066829

CETURB-ES (2018) Dados Operacionais. Obtido de https://ceturb.es.gov.br/dados-operacionais

Chiu, C.; M. Hsu; H. Lai e C. Chang (2012) Re-examining the in fluence of trust on online repeat purchase intention: The moderating role of habit and its antecedents. Decision Support Systems, v. 53, n. 4, p. 835–845. DOI:10.1016/j.dss.2012.05.021

CNT. (2017) Pesquisa Mobilidade da População Urbana 2017. Brasilia.

Creswell, J. W. (2010) Projeto de Pesquisa: métodos qualitativos, quantitativo e misto. (3. ed.). Artmed, Porto Alegre.

Cronin, J. J.; M. K. Brady e G. T. M. Hult (2000) Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments. Journal of Retailing, v. 76, n. 2, p. 193–218. DOI: 10.1016/S0022-4359(00)00028-2

Cronin, J. J. e S. A. Taylor (1992) Measuring Quality: A Reexamination and Extension. Journal of Marketing, v. 56, n. 3, p. 55–68. DOI: 10.2307/1252296

Eboli, L. e G. Mazzulla (2007) Service Quality Attributes Affecting Customer Satisfaction for Bus Transit. Journal of Public Transportation, v. 10 n. 3, p. 21–34. DOI:10.5038/2375-0901.10.3.2

Eboli, L. e G. Mazzulla (2013) Performance indicators for an objective measure of public transport service quality. European Transport, v. 51, p. 1–21.

George, A. e G. S. G. Kumar (2014) Impact of service quality dimensions in internet banking on customer satisfaction. DECI-SION, v. 41, n. 1, p. 73–85. DOI:10.1007/s40622-014-0028-2

Grönroos, C. (1984) A Service Quality Model and its Marketing Implications. European Journal of Marketing, v. 18, n. 4, p. 36–44. DOI: 10.1108/MBE-09-2016-0047

Hair, J. F.; G. T. M. Hult; C. M. Ringle e M. S. Rstedt (2014) A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Sage Publications, Thousand Oaks, California.

Jen, W.; R. Tu e T. Lu (2011) Managing passenger behavioral intention: An integrated framework for service quality, satisfaction, perceived value, and switching barriers. Transportation, v. 38, n. 2, p. 321–342. DOI: 10.1007/s11116-010-9306-9

Jenelius, E. (2018) Public transport experienced service reliability : Integrating travel time and travel conditions. Transportation Research Part A, v. 117, p. 275–291. DOI:10.1016/j.tra.2018.08.026

Kotler, P. e K. L. Keller (2013) Marketing management. Prentice Hall.

Lai, W. T. e C. F. Chen (2011) Behavioral intentions of public transit passengers-The roles of service quality, perceived value, satisfaction and involvement. Transport Policy, v. 18, n. 2, p. 318–325. DOI: 10.1016/j.tranpol.2010.09.003

Leong, L.; T. Hew; V. Lee e K. Ooi (2015) An SEM – artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline. Expert systems with applications, v. 42, n. 19. DOI:10.1016/j.eswa.2015.04.043

Meesala, A. e J. Paul (2016) Service quality , consumer satisfaction and loyalty in hospitals : Thinking for the future. Journal of Retailing and Consumer Services, v. 40, p. 261-269. DOI: 10.1016/j.jretconser.2016.10.011

Mouwen, A. (2015) Drivers of customer satisfaction with public transport services. transportation research part A, v. 78, p. 1–20. DOI: 10.1016/j.tra.2015.05.005

Mugion, R. G.; M. Toni; H. Raharjo; L. Di Pietro e S. P. Sebathu (2018) Does the service quality of urban public transport en-hance sustainable mobility? Journal of Cleaner Production, v. 174, p. 1566–1587. DOI: 10.1016/j.jclepro.2017.11.052

Murray, S. J.; D. Walton e J. A. Thomas (2010) Attitudes towards public transport in New Zealand. Transportation, v. 37, n. 6, p. 915–929. DOI: 10.1007/s11116-010-9303-z

NTU (2018) Anuário NTU 2017-2018. Brasilia.

Oña, J. e R. Oña (2014) Quality of Service in Public Transport Based on Customer Satisfaction Surveys : A Review and Assessment of Methodological Approaches. Transportation Science, Articles in Advance, v. 49, n3, p. 1–18. DOI: 10.1287/trsc.2014.0544

Parasuraman, A.; L. Berry e V. A. Zeithaml (1991) Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, v. 30, n. 3, p. 335–364. DOI: 10.1002/hrm.3930300304

Parasuraman, A.; V. Zeithaml e L. L. Berry (1985) A Conceptual Model of Service Quality and Its Implications for Future Re-search. American Marketing Association, v. 49, n. 4, p. 41–50. DOI:10.2307/1251430

Parasuraman, A.; V. Zeithaml e L. L. Berry (1988) SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, v. 64, n. 1, p. 12–37. DOI:10.1016/S0148-2963(99)00084-3

Sanchez, G. (2013) PLS Path Modeling with R. Trowchez Editions, Berkeley.

Sánchez, M.; J. Carlos; G. María e R. Sánchez (2007) Effects of service quality dimensions on behavioural purchase intentions. Managing Service Quality: An International Journal, v. 17, n. 2, p. 134–151. DOI: 10.1108/09604520710735164

Sarstedt, M. e C. M. Ringle (2011) Multigroup Analysis in Partial Least Squares (PLS) Path Modeling : Alternative Methods and Empirical Results. Advances in International Marketing, v. 22, p. 195–218. DOI: 10.1108/S1474-7979(2011)0000022012

Sharma, V. (2015) International Journal of Bank Marketing. International Journal of Bank Marketing, v. 33, n. 4. DOI:10.1108/IJBM-04-2014-0048

Shi, Y.; C. Prentice e W. He (2014) Linking service quality, customer satisfaction and loyalty in casinos: does membership matter? International Journal of Hospitality Management, v. 40, p. 81–91. DOI: 10.1016/j.ijhm.2014.03.013

Sumaedi, S.; I. Bakti; T. Rakhmawati; N. J. Astrini; T. Widianti e M. Yarmen (2016) Factors influencing public transport pas-sengers’ satisfaction: a new model. Management of Environmental Quality: An International Journal, v. 27, n. 5, p. 585–597. DOI:10.1108/MEQ-05-2015-0084

Taylor, S. A. e T. L. Baker (1994) An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. Journal of Retailing, v. 70, n. 2, p. 163–178. DOI:10.1016/0022-4359(94)90013-2

Vitória. (2016) A Cidade: Transporte coletivo. Obtido de http://www.vitoria.es.gov.br/cidade/transporte-coletivo

Wen, C. H.; L. W. Lan e H. L. Cheng (2005) Structural Equation Modeling to Determine Passenger Loyalty Toward Intercity Bus Services. Journal of Transportation Research Board, n. 1927, p. 249–255. DOI: 10.3141/1927-28

Yilmaz, V.; E. Ari e H. Gurbuz (2017) Investigating the relationship between service quality dimensions, customer satisfaction and loyalty in Turkish banking sector: an application of structural equation model. International Journal of Bank Market-ing, v. 36, n. 3, p. 423–440. DOI: 10.1108/IJBM-02-2017-0037

Zeithaml, V. A. (1988) Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, v. 52, n. 3, p. 2–22. DOI:10.2307/1251446

Zeithaml, V. A.; L. L. Berry e A. Parasuraman (1996) The Behavioral Consequences of Service Quality. Journal of Marketing, v. 60, p. 31–46. DOI: 10.2307/1251929

Downloads

Published

2020-08-31

How to Cite

Tardin, M. G., da Fonseca, A. B., da Costa, F. R., & Pelissari, A. S. (2020). Effects of service quality dimensions on public transport user satisfaction. TRANSPORTES, 28(3), 180–195. https://doi.org/10.14295/transportes.v28i3.2033

Issue

Vol. 28 No. 3 (2020)

Section

Artigos

License

Authors who submit papers for publication by TRANSPORTES agree to the following terms:

  1. Authors retain copyright and grant TRANSPORTES the right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

  2. Authors may enter into separate, additional contractual arrangements for the non-exclusive distribution of this journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in TRANSPORTES.

  3. Authors are allowed and encouraged to post their work online (e.g., in institutional repositories or on their website) after publication of the article. Authors are encouraged to use links to TRANSPORTES (e.g., DOIs or direct links) when posting the article online, as TRANSPORTES is freely available to all readers.

  4. Authors have secured all necessary clearances and written permissions to published the work and grant copyright under the terms of this agreement. Furthermore, the authors assume full responsibility for any copyright infringements related to the article, exonerating ANPET and TRANSPORTES of any responsibility regarding copyright infringement.

  5. Authors assume full responsibility for the contents of the article submitted for review, including all necessary clearances for divulgation of data and results, exonerating ANPET and TRANSPORTES of any responsibility regarding to this aspect.