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The role of predicted, on-line experienced and remembered satisfaction in current choice to use public transport services

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  • Pedersen, Tore
  • Friman, Margareta
  • Kristensson, Per

Abstract

A longitudinal field study investigated the role of predicted, on-line experienced and remembered satisfaction in the current use of public transport. Sixty-two car users voluntarily travelled by public transport for a period of one month and ratings of predicted, on-line experienced and remembered satisfaction were collected. The results showed that remembered satisfaction with public transport was significantly lower than on-line experienced satisfaction. Furthermore, overall remembered satisfaction accounted for current public transport use, whereas on-line experienced satisfaction did not. Results suggest that recollection of satisfaction with public transport is negatively biased. This bias affects current choice to travel by public transport.

Suggested Citation

  • Pedersen, Tore & Friman, Margareta & Kristensson, Per, 2011. "The role of predicted, on-line experienced and remembered satisfaction in current choice to use public transport services," Journal of Retailing and Consumer Services, Elsevier, vol. 18(5), pages 471-475.
    • Handle: RePEc:eee:joreco:v:18:y:2011:i:5:p:471-475
    DOI: 10.1016/j.jretconser.2011.06.013
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    References listed on IDEAS

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    4. Margareta Friman & Katrin Lättman & Lars E. Olsson, 2020. "Public Transport Quality, Safety, and Perceived Accessibility," Sustainability, MDPI, vol. 12(9), pages 1-14, April.
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    7. Abenoza, Roberto F. & Liu, Chengxi & Cats, Oded & Susilo, Yusak O., 2019. "What is the role of weather, built-environment and accessibility geographical characteristics in influencing travelers’ experience?," Transportation Research Part A: Policy and Practice, Elsevier, vol. 122(C), pages 34-50.
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