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Understanding public transit use behavior: integration of the theory of planned behavior and the customer satisfaction theory

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  • Xuemei Fu

    (Shanghai Jiao Tong University)

  • Zhicai Juan

    (Shanghai Jiao Tong University)

Abstract

Understanding the motivations underlying transport mode choice is of paramount importance for interventions directed towards travel behavior change. This study presents a model of a comprehensive psychological process on individual’s public transit use decision-making, which is accomplished by the integration of the theory of planned behavior and the customer satisfaction theory. The empirical examination supports the validity of this integrated framework to model public transit use behavior, with a set of hypothesized cause-and-effect relationships among the concerned psychological constructs being confirmed. This model is expected to provide useful implications for transport policies in order to retain the current passengers as well as to attract new users in the future, e.g., how to satisfy passengers with their expected quality of public transit service.

Suggested Citation

  • Xuemei Fu & Zhicai Juan, 2017. "Understanding public transit use behavior: integration of the theory of planned behavior and the customer satisfaction theory," Transportation, Springer, vol. 44(5), pages 1021-1042, September.
    • Handle: RePEc:kap:transp:v:44:y:2017:i:5:d:10.1007_s11116-016-9692-8
    DOI: 10.1007/s11116-016-9692-8
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    References listed on IDEAS

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    9. Do Giang Nguyen & Minh-Tri Ha, 2022. "What Makes Users Continue to Want to Use the Digital Platform? Evidence From the Ride-Hailing Service Platform in Vietnam," SAGE Open, , vol. 12(1), pages 21582440211, January.
    10. Rennert, Lindiwe, 2022. "A meta-analysis of the impact of rail stations on property values: Applying a transit planning lens," Transportation Research Part A: Policy and Practice, Elsevier, vol. 163(C), pages 165-180.
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    13. Hongjun Cui & Mingzhi Li & Minqing Zhu & Xinwei Ma, 2023. "Investigating the Impacts of Urban–Rural Bus Service Quality on Rural Residents’ Travel Choices Using an SEM–MNL Integration Model," Sustainability, MDPI, vol. 15(15), pages 1-22, August.
    14. Giang-Do Nguyen & Thu-Hien Thi Dao, 2024. "Factors influencing continuance intention to use mobile banking: an extended expectation-confirmation model with moderating role of trust," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-14, December.
    15. Fu, Xue-mei & Zhang, Jiang-hua & Chan, Felix T.S., 2018. "Determinants of loyalty to public transit: A model integrating Satisfaction-Loyalty Theory and Expectation-Confirmation Theory," Transportation Research Part A: Policy and Practice, Elsevier, vol. 113(C), pages 476-490.
    16. Eldeeb, Gamal & Mohamed, Moataz, 2020. "Quantifying preference heterogeneity in transit service desired quality using a latent class choice model," Transportation Research Part A: Policy and Practice, Elsevier, vol. 139(C), pages 119-133.
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    20. Xuemei Fu, 2021. "A novel perspective to enhance the role of TPB in predicting green travel: the moderation of affective-cognitive congruence of attitudes," Transportation, Springer, vol. 48(6), pages 3013-3035, December.
    21. Juan de Oña, 2022. "Service quality, satisfaction and behavioral intentions towards public transport from the point of view of private vehicle users," Transportation, Springer, vol. 49(1), pages 237-269, February.
    22. I Gede Mahatma Yuda Bakti & Sik Sumaedi & Tri Rakhmawati & Sih Damayanti & Medi Yarmen, 2020. "The Model of Domestic Product Quality Syndrome," SAGE Open, , vol. 10(4), pages 21582440209, December.
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    24. Zhang, Chunqin & Liu, Yong & Lu, Weite & Xiao, Guangnian, 2019. "Evaluating passenger satisfaction index based on PLS-SEM model: Evidence from Chinese public transport service," Transportation Research Part A: Policy and Practice, Elsevier, vol. 120(C), pages 149-164.

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