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Enjoying loyalty: The relationship between service quality, customer satisfaction, and behavioral intentions in public transit

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Cited by:

  1. Altieri, Marcelo & Silva, Cecília & Terabe, Shintaro, 2020. "Give public transit a chance: A comparative analysis of competitive travel time in public transit modal share," Journal of Transport Geography, Elsevier, vol. 87(C).
  2. Fatemeh Akhyani & Alireza Komeili Birjandi & Reza Sheikh & Shib Sankar Sana, 2022. "New approach based on proximity/remoteness measurement for customer classification," Electronic Commerce Research, Springer, vol. 22(2), pages 267-298, June.
  3. Hudyeron Rocha & Manuel Filgueiras & José Pedro Tavares & Sara Ferreira, 2023. "Public Transport Usage and Perceived Service Quality in a Large Metropolitan Area: The Case of Porto," Sustainability, MDPI, vol. 15(7), pages 1-15, April.
  4. Erik B Lunke & Nils Fearnley & Jørgen Aarhaug, 2023. "The geography of public transport competitiveness in thirteen medium sized cities," Environment and Planning B, , vol. 50(8), pages 2071-2086, October.
  5. Jesper Bláfoss Ingvardson & Otto Anker Nielsen, 2022. "The influence of vicinity to stations, station characteristics and perceived safety on public transport mode choice: a case study from Copenhagen," Public Transport, Springer, vol. 14(2), pages 459-480, June.
  6. Roberto F. Abenoza & Oded Cats & Yusak O. Susilo, 2019. "How does travel satisfaction sum up? An exploratory analysis in decomposing the door-to-door experience for multimodal trips," Transportation, Springer, vol. 46(5), pages 1615-1642, October.
  7. Allen, Jaime & Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella & Ortúzar, Juan de Dios, 2019. "The role of critical incidents and involvement in transit satisfaction and loyalty," Transport Policy, Elsevier, vol. 75(C), pages 57-69.
  8. Guo, Fang & Yang, Jun & Lu, Jianyi, 2018. "The battery charging station location problem: Impact of users’ range anxiety and distance convenience," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 114(C), pages 1-18.
  9. Sun, Shichao & Duan, Zhengyu, 2019. "Modeling passengers’ loyalty to public transit in a two-dimensional framework: A case study in Xiamen, China," Transportation Research Part A: Policy and Practice, Elsevier, vol. 124(C), pages 295-309.
  10. Pons-Prats, Jordi & Živojinović, Tanja & Kuljanin, Jovana, 2022. "On the understanding of the current status of urban air mobility development and its future prospects: Commuting in a flying vehicle as a new paradigm," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 166(C).
  11. Tuan, Vu Anh & Van Truong, Nguyen & Tetsuo, Shimizu & An, Nguyen Ngoc, 2022. "Public transport service quality: Policy prioritization strategy in the importance-performance analysis and the three-factor theory frameworks," Transportation Research Part A: Policy and Practice, Elsevier, vol. 166(C), pages 118-134.
  12. Shiwakoti, Nirajan & Stasinopoulos, Peter & Vincec, Paul & Qian, Weidong & Hafsar, Renan, 2019. "Exploring how perceptive differences impact the current public transport usage and support for future public transport extension and usage: A case study of Melbourne's tramline extension," Transport Policy, Elsevier, vol. 84(C), pages 12-23.
  13. Yang, Jun & Guo, Fang & Zhang, Min, 2017. "Optimal planning of swapping/charging station network with customer satisfaction," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 103(C), pages 174-197.
  14. Yuning Wang & Zhe Zhang & Mengyuan Zhu & Hexian Wang, 2020. "The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China," SAGE Open, , vol. 10(1), pages 21582440198, January.
  15. Jesper Bláfoss Ingvardson & Sigal Kaplan & João de Abreu e Silva & Floridea Ciommo & Yoram Shiftan & Otto Anker Nielsen, 2020. "Existence, relatedness and growth needs as mediators between mode choice and travel satisfaction: evidence from Denmark," Transportation, Springer, vol. 47(1), pages 337-358, February.
  16. Nguyen-Phuoc, Duy Quy & Su, Diep Ngoc & Tran, Phuong Thi Kim & Le, Diem-Trinh Thi & Johnson, Lester W., 2020. "Factors influencing customer's loyalty towards ride-hailing taxi services – A case study of Vietnam," Transportation Research Part A: Policy and Practice, Elsevier, vol. 134(C), pages 96-112.
  17. Esmailpour, Javad & Aghabayk, Kayvan & Abrari Vajari, Mohammad & De Gruyter, Chris, 2020. "Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 129-150.
  18. Paula Vicente & Abdul Suleman & Elizabeth Reis, 2020. "Index of Satisfaction with Public Transport: A Fuzzy Clustering Approach," Sustainability, MDPI, vol. 12(22), pages 1-19, November.
  19. Li, Linbo & Bai, Yufang & Song, Ziqi & Chen, Anthony & Wu, Bing, 2018. "Public transportation competitiveness analysis based on current passenger loyalty," Transportation Research Part A: Policy and Practice, Elsevier, vol. 113(C), pages 213-226.
  20. Diep Ngoc Su & Duy Quy Nguyen-Phuoc & Lester W. Johnson, 2021. "Effects of perceived safety, involvement and perceived service quality on loyalty intention among ride-sourcing passengers," Transportation, Springer, vol. 48(1), pages 369-393, February.
  21. Chakrabarti, Sandip, 2022. "Passively wait for gridlock, or proactively invest in service? Strategies to promote car-to-transit switches among aspirational urbanites in rapidly developing contexts," Transport Policy, Elsevier, vol. 115(C), pages 251-261.
  22. Wu, Xinyi & Cao, Jason & Huting, Joel, 2018. "Using three-factor theory to identify improvement priorities for express and local bus services: An application of regression with dummy variables in the Twin Cities," Transportation Research Part A: Policy and Practice, Elsevier, vol. 113(C), pages 184-196.
  23. Sajjakaj Jomnonkwao & Chinnakrit Banyong & Supanida Nanthawong & Thananya Janhuaton & Vatanavongs Ratanavaraha & Thanapong Champahom & Pornsiri Jongkol, 2022. "Perceptions of Parents of the Quality of the Public Transport Services Used by Children to Commute to School," Sustainability, MDPI, vol. 14(20), pages 1-20, October.
  24. de Oña, Juan, 2021. "Understanding the mediator role of satisfaction in public transport: A cross-country analysis," Transport Policy, Elsevier, vol. 100(C), pages 129-149.
  25. Shah, Faisal Tehseen & Syed, Zaineb & Imam, Abeer & Raza, Aiman, 2020. "The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator," Journal of Air Transport Management, Elsevier, vol. 85(C).
  26. Nguyen-Phuoc, Duy Quy & Vo, Nguyen S. & Su, Diep Ngoc & Nguyen, Vinh Hoang & Oviedo-Trespalacios, Oscar, 2021. "What makes passengers continue using and talking positively about ride-hailing services? The role of the booking app and post-booking service quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 150(C), pages 367-384.
  27. Esmailpour, Javad & Aghabayk, Kayvan & Aghajanzadeh, Mohammad & De Gruyter, Chris, 2022. "Has COVID-19 changed our loyalty towards public transport? Understanding the moderating role of the pandemic in the relationship between service quality, customer satisfaction and loyalty," Transportation Research Part A: Policy and Practice, Elsevier, vol. 162(C), pages 80-103.
  28. Nattiya Wonglakorn & Vatanavongs Ratanavaraha & Ampol Karoonsoontawong & Sajjakaj Jomnonkwao, 2021. "Exploring Passenger Loyalty and Related Factors for Urban Railways in Thailand," Sustainability, MDPI, vol. 13(10), pages 1-15, May.
  29. Tri Basuki Joewono & Ariel Matthew & Muhamad Rizki, 2021. "Loyalty of Paratransit Users in the Era of Competition with Ride Sourcing," Sustainability, MDPI, vol. 13(22), pages 1-20, November.
  30. Feng Zhen & Xinyu Cao & Jia Tang, 2019. "The role of access and egress in passenger overall satisfaction with high speed rail," Transportation, Springer, vol. 46(6), pages 2137-2150, December.
  31. Ahmad H. Alomari & Taisir S. Khedaywi & Asalah A. Jadah & Abdel Rahman O. Marian, 2022. "Evaluation of Public Transport among University Commuters in Rural Areas," Sustainability, MDPI, vol. 15(1), pages 1-32, December.
  32. Yang, Min & Wang, Zheyuan & Cheng, Long & Chen, Enhui, 2022. "Exploring satisfaction with air-HSR intermodal services: A Bayesian network analysis," Transportation Research Part A: Policy and Practice, Elsevier, vol. 156(C), pages 69-89.
  33. Mandhani, Jyoti & Nayak, Jogendra Kumar & Parida, Manoranjan, 2020. "Interrelationships among service quality factors of Metro Rail Transit System: An integrated Bayesian networks and PLS-SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 140(C), pages 320-336.
  34. Bellizzi, Maria Grazia & Eboli, Laura & Mazzulla, Gabriella & Postorino, Maria Nadia, 2022. "Classification trees for analysing highly educated people satisfaction with airlines’ services," Transport Policy, Elsevier, vol. 116(C), pages 199-211.
  35. Dea Lierop & Ahmed El-Geneidy, 2018. "Is having a positive image of public transit associated with travel satisfaction and continued transit usage? An exploratory study of bus transit," Public Transport, Springer, vol. 10(2), pages 241-256, August.
  36. Nassereddine, M. & Eskandari, H., 2017. "An integrated MCDM approach to evaluate public transportation systems in Tehran," Transportation Research Part A: Policy and Practice, Elsevier, vol. 106(C), pages 427-439.
  37. Sam, Enoch F. & Brijs, Kris & Daniels, Stijn & Brijs, Tom & Wets, Geert, 2020. "Testing the convergent- and predictive validity of a multi-dimensional belief-based scale for attitude towards personal safety on public bus/minibus for long-distance trips in Ghana: A SEM analysis," Transport Policy, Elsevier, vol. 85(C), pages 67-79.
  38. Sun, Shichao & Zhang, Hui & Zhou, Linlin & Wang, Ke, 2023. "Is the relationship between the perceived service quality and passenger loyalty linear or non-linear? A novel model-independent interpretation method is applied," Transport Policy, Elsevier, vol. 144(C), pages 65-79.
  39. Quy Nguyen-Phuoc, Duy & Nguyen, Teron & Ngoc Su, Diep & Thi Le, Phuong & Oviedo-Trespalacios, Oscar, 2022. "How do social cues from other passengers affect word-of-mouth and intention to continue using bus services? A second-order SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 158(C), pages 302-320.
  40. Sajjakaj Jomnonkwao & Thanapong Champahom & Vatanavongs Ratanavaraha, 2020. "Methodologies for Determining the Service Quality of the Intercity Rail Service Based on Users’ Perceptions and Expectations in Thailand," Sustainability, MDPI, vol. 12(10), pages 1-20, May.
  41. Park, Keunhyun & Farb, Anna & Chen, Shuolei, 2021. "First-/last-mile experience matters: The influence of the built environment on satisfaction and loyalty among public transit riders," Transport Policy, Elsevier, vol. 112(C), pages 32-42.
  42. Sun, Shichao & Xu, Lingyu & Yao, Yukun & Duan, Zhengyu, 2021. "Investigating the determinants to retain spurious-loyalty passengers: A data-fusion based approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 152(C), pages 70-83.
  43. Nguyen-Phuoc, Duy Q. & Phuong Tran, Anh Thi & Nguyen, Tiep Van & Le, Phuong Thi & Su, Diep Ngoc, 2021. "Investigating the complexity of perceived service quality and perceived safety and security in building loyalty among bus passengers in Vietnam – A PLS-SEM approach," Transport Policy, Elsevier, vol. 101(C), pages 162-173.
  44. Weng, JianCheng & Yu, JiangBo & Di, XiaoJian & Lin, PengFei & Wang, Jing-Jing & Mao, Li-Zeng, 2023. "How does the state of bus operations influence passengers’ service satisfaction? A method considering the differences in passenger preferences," Transportation Research Part A: Policy and Practice, Elsevier, vol. 174(C).
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