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Determinants of holistic passenger experience in public transportation: Scale development and validation

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  • Ittamalla, Rajesh
  • Srinivas Kumar, Daruri Venkata

Abstract

Transportation literature is shifting its focus from passengers’ perception of transit quality to understanding passenger experience from a holistic perspective. Few studies have investigated passenger experience factors from a holistic perspective; however, they are explored independently. A holistic approach can help the transport service providers to understand the complete journey of the passenger. This study proposes the concept of holistic passenger experience (HPX) and identifies the determinants of HPX in the context of public transportation with specific reference to Indian Railways. The study develops a comprehensive scale that measures the influence of these determinants on HPX to address this gap. Following a systematic scale development process, this study identified and validated (content, construct, convergent, and discriminant validity) a seven factor structure scale that determines HPX. Of these seven factors, four factors (vehicle maintenance, comfort & security, off board service, and travel information) constitute the core services offered by the transport service provider. Interestingly these four factors can be effectively managed by the service provider. The other three factors (social environment, supporting services, and accessibility) cannot be entirely managed by the transport service provider effectively, as these factors fall beyond the scope of the service provider.

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  • Ittamalla, Rajesh & Srinivas Kumar, Daruri Venkata, 2021. "Determinants of holistic passenger experience in public transportation: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    • Handle: RePEc:eee:joreco:v:61:y:2021:i:c:s0969698921001302
    DOI: 10.1016/j.jretconser.2021.102564
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