IDEAS home Printed from https://ideas.repec.org/a/eee/jotrge/v70y2018icp234-245.html
   My bibliography  Save this article

User satisfaction with taxi and limousine services in the Melbourne metropolitan area

Author

Listed:
  • Rose, John M.
  • Hensher, David A.

Abstract

Taxis are an essential mode of transport in many jurisdictions, and yet compared to more conventional public modes such as bus and train, are typically ignored in the debate on ways to improve the efficiency and effectiveness of non-private modes as part of delivering greater connectivity. To obtain better insights into the role and performance of the taxi (and hire car/limousine) sector, the Victorian Government, in 2012, commissioned a study into the demand for taxi services, which included an investigation of attitudes towards the various public transport, taxis and hire car modes, as a way of identifying the important attributes that influence customer opinions about various modes and how satisfied they are with actual modal services that they had experienced. The evidence is used to refocus the effort of the regulator and other organisations such as taxi associations and vehicle owners in improving service levels that accord with customer expectations. Surveys were undertaken for a sample of travellers in central Melbourne, those using the airport and in regional centres of Victoria for five segments (i.e., tourists, day to day activity, business, night time travel, and disability and pensioner card holders). Based on the sample, a model is proposed and operationalised that provides insights into the degree of satisfaction respondents hold for both taxi and hire car services in Melbourne, with suggestions on where improvement are warranted.

Suggested Citation

  • Rose, John M. & Hensher, David A., 2018. "User satisfaction with taxi and limousine services in the Melbourne metropolitan area," Journal of Transport Geography, Elsevier, vol. 70(C), pages 234-245.
    • Handle: RePEc:eee:jotrge:v:70:y:2018:i:c:p:234-245
    DOI: 10.1016/j.jtrangeo.2018.06.017
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S096669231830053X
    Download Restriction: no
    File URL: https://libkey.io/10.1016/j.jtrangeo.2018.06.017?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Ricardo Daziano & Denis Bolduc, 2013. "Covariance, identification, and finite-sample performance of the MSL and Bayes estimators of a logit model with latent attributes," Transportation, Springer, vol. 40(3), pages 647-670, May.
    2. Golob, Thomas F., 2003. "Structural equation modeling for travel behavior research," Transportation Research Part B: Methodological, Elsevier, vol. 37(1), pages 1-25, January.
    3. Folkes, Valerie S, 1984. "Consumer Reactions to Product Failure: An Attributional Approach," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(4), pages 398-409, March.
    4. Daniel Flores-Guri, 2003. "An Economic Analysis of Regulated Taxicab Markets," Review of Industrial Organization, Springer;The Industrial Organization Society, vol. 23(3_4), pages 255-266, December.
    5. Ajzen, Icek, 1991. "The theory of planned behavior," Organizational Behavior and Human Decision Processes, Elsevier, vol. 50(2), pages 179-211, December.
    6. Chorus, Caspar G. & Kroesen, Maarten, 2014. "On the (im-)possibility of deriving transport policy implications from hybrid choice models," Transport Policy, Elsevier, vol. 36(C), pages 217-222.
    7. Train,Kenneth E., 2009. "Discrete Choice Methods with Simulation," Cambridge Books, Cambridge University Press, number 9780521766555.
    8. Folkes, Valerie S & Koletsky, Susan & Graham, John L, 1987. "A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 13(4), pages 534-539, March.
    9. Westbrook, Robert A & Oliver, Richard L, 1991. "The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(1), pages 84-91, June.
    10. John Rose & David Hensher, 2014. "Demand for taxi services: new elasticity evidence," Transportation, Springer, vol. 41(4), pages 717-743, July.
    11. Jeremy Toner, 2010. "The welfare effects of taxicab regulation in English towns," Economic Analysis and Policy, Elsevier, vol. 40(3), pages 299-312, December.
    12. Greene,William H. & Hensher,David A., 2010. "Modeling Ordered Choices," Cambridge Books, Cambridge University Press, number 9780521194204.
    13. Francisco J. Bahamonde-Birke & Uwe Kunert & Heike Link & Juan de Dios Ortúzar, 2017. "About attitudes and perceptions: finding the proper way to consider latent variables in discrete choice models," Transportation, Springer, vol. 44(3), pages 475-493, May.
    14. Hensher, David A., 2017. "Future bus transport contracts under a mobility as a service (MaaS) regime in the digital age: Are they likely to change?," Transportation Research Part A: Policy and Practice, Elsevier, vol. 98(C), pages 86-96.
    15. Bruce Schaller, 1999. "Elasticities for taxicab fares and service availability," Transportation, Springer, vol. 26(3), pages 283-297, August.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Wong, R.C.P. & Szeto, W.Y., 2022. "The effects of peak hour and congested area taxi surcharges on customers’ travel decisions: Empirical evidence and policy implications," Transport Policy, Elsevier, vol. 121(C), pages 78-89.
    2. Echaniz, Eneko & Ho, Chinh Q. & Rodriguez, Andres & dell'Olio, Luigi, 2019. "Comparing best-worst and ordered logit approaches for user satisfaction in transit services," Transportation Research Part A: Policy and Practice, Elsevier, vol. 130(C), pages 752-769.
    3. Iván Manuel Mendoza-Arango & Eneko Echaniz & Luigi dell’Olio & Eduardo Gutiérrez-González, 2020. "Weighted Variables Using Best-Worst Scaling in Ordered Logit Models for Public Transit Satisfaction," Sustainability, MDPI, vol. 12(13), pages 1-20, July.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Bouscasse, H., 2018. "Integrated choice and latent variable models: A literature review on mode choice," Working Papers 2018-07, Grenoble Applied Economics Laboratory (GAEL).
    2. Hélène Bouscasse, 2018. "Integrated choice and latent variable models: A literature review on mode choice," Working Papers hal-01795630, HAL.
    3. John Rose & David Hensher, 2014. "Demand for taxi services: new elasticity evidence," Transportation, Springer, vol. 41(4), pages 717-743, July.
    4. Kalamas, Maria & Laroche, Michel & Makdessian, Lucy, 2008. "Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures," Journal of Business Research, Elsevier, vol. 61(8), pages 813-824, August.
    5. Kim, Seheon & Rasouli, Soora, 2022. "The influence of latent lifestyle on acceptance of Mobility-as-a-Service (MaaS): A hierarchical latent variable and latent class approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 159(C), pages 304-319.
    6. Yang, Zhuo & Franz, Mark L. & Zhu, Shanjiang & Mahmoudi, Jina & Nasri, Arefeh & Zhang, Lei, 2018. "Analysis of Washington, DC taxi demand using GPS and land-use data," Journal of Transport Geography, Elsevier, vol. 66(C), pages 35-44.
    7. Mikkel Thorhauge & Elisabetta Cherchi & Joan L. Walker & Jeppe Rich, 2019. "The role of intention as mediator between latent effects and behavior: application of a hybrid choice model to study departure time choices," Transportation, Springer, vol. 46(4), pages 1421-1445, August.
    8. Christensen, Peter & Osman, Adam, 2021. "The Demand for Mobility: Evidence from an Experiment with Uber Riders," IZA Discussion Papers 14179, Institute of Labor Economics (IZA).
    9. Morlotti, Chiara & Birolini, Sebastian & Malighetti, Paolo & Redondi, Renato, 2023. "A latent class approach to estimate air travelers’ propensity toward connecting itineraries," Research in Transportation Economics, Elsevier, vol. 99(C).
    10. Joanna Mazur & Katarzyna Śledziewska & Damian Zieba, 2018. "Regulation of Geo-blocking: does it address the problem of low intraEU iTrade?," Working Papers 2018-20, Faculty of Economic Sciences, University of Warsaw.
    11. Rico Krueger & Akshay Vij & Taha H. Rashidi, 2018. "Normative beliefs and modality styles: a latent class and latent variable model of travel behaviour," Transportation, Springer, vol. 45(3), pages 789-825, May.
    12. Schmid, Basil & Axhausen, Kay W., 2019. "In-store or online shopping of search and experience goods: A hybrid choice approach," Journal of choice modelling, Elsevier, vol. 31(C), pages 156-180.
    13. Wiktor Budziński & Mikołaj Czajkowski, 2018. "Hybrid choice models vs. endogeneity of indicator variables: a Monte Carlo investigation," Working Papers 2018-21, Faculty of Economic Sciences, University of Warsaw.
    14. Faccioli, Michela & Czajkowski, Mikołaj & Glenk, Klaus & Martin-Ortega, Julia, 2020. "Environmental attitudes and place identity as determinants of preferences for ecosystem services," Ecological Economics, Elsevier, vol. 174(C).
    15. Fanchao Liao & Eric Molin & Bert van Wee, 2017. "Consumer preferences for electric vehicles: a literature review," Transport Reviews, Taylor & Francis Journals, vol. 37(3), pages 252-275, May.
    16. Loa, Patrick & Hossain, Sanjana & Liu, Yicong & Nurul Habib, Khandker, 2022. "How has the COVID-19 pandemic affected the use of ride-sourcing services? An empirical evidence-based investigation for the Greater Toronto Area," Transportation Research Part A: Policy and Practice, Elsevier, vol. 155(C), pages 46-62.
    17. Wiktor Budziński & Mikołaj Czajkowski, 2022. "Endogeneity and Measurement Bias of the Indicator Variables in Hybrid Choice Models: A Monte Carlo Investigation," Environmental & Resource Economics, Springer;European Association of Environmental and Resource Economists, vol. 83(3), pages 605-629, November.
    18. Fatemeh Nazari & Mohamadhossein Noruzoliaee & Abolfazl Mohammadian, 2023. "Behavioral acceptance of automated vehicles: The roles of perceived safety concern and current travel behavior," Papers 2302.12225, arXiv.org, revised Jan 2024.
    19. Heesup Han & Myong Jae Lee & Wansoo Kim, 2018. "Antecedents of Green Loyalty in the Cruise Industry: Sustainable Development and Environmental Management," Business Strategy and the Environment, Wiley Blackwell, vol. 27(3), pages 323-335, March.
    20. Chorus, Caspar & van Cranenburgh, Sander & Daniel, Aemiro Melkamu & Sandorf, Erlend Dancke & Sobhani, Anae & Szép, Teodóra, 2021. "Obfuscation maximization-based decision-making: Theory, methodology and first empirical evidence," Mathematical Social Sciences, Elsevier, vol. 109(C), pages 28-44.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jotrge:v:70:y:2018:i:c:p:234-245. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-transport-geography .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.