IDEAS home Printed from https://ideas.repec.org/a/eee/trapol/v131y2023icp173-183.html
   My bibliography  Save this article

Influential factors in customer satisfaction of transit services: Using crowdsourced data to capture the heterogeneity across individuals, space and time

Author

Listed:
  • Luo, Shuli
  • He, Sylvia Y.
  • Grant-Muller, Susan
  • Song, Linqi

Abstract

In a rapidly evolving and highly competitive transportation market, increasing customer satisfaction and ridership retention are essential for transit agencies. Understanding how different market segments perceive transit services can help service providers to identify potential priority areas and develop specialised strategies to address their varying travel concerns. However, traditional studies have predominantly investigated the variations across socioeconomic cohorts or travel characteristics but ignored the complex effect of spatial, temporal, and user heterogeneity. Recently social media data has attracted growing interest from academia as an alternative way to compensate public attitude surveys with a high volume of semantic, spatial, and temporal information. This study collected 177,807 microblogs from Sina Weibo to understand how customer satisfaction varies among different market segments characterised by social, temporal, and spatial heterogeneity. Methodologically, this study applies sentiment analysis as a real-time measurement of customers' satisfaction towards transit services, covering safety, crowdedness, reliability, personnel behaviour, and comfort. A beta regression model is then applied to identify the most important explanatory factors and the extent to which explanatory factors affect customers' satisfaction, respectively. The result indicates that age, gender, travel mode, time, and space significantly contribute to customers’ satisfaction with the transit system. Their varying impacts on different service attributes are also identified in this study. This study also reveals the highly polarised nature of online sentiment, explaining gendered attitudes. Our research framework could be used as a benchmark for other service industries to conduct similar market segment analysis and integrate it into the policy decision process.

Suggested Citation

  • Luo, Shuli & He, Sylvia Y. & Grant-Muller, Susan & Song, Linqi, 2023. "Influential factors in customer satisfaction of transit services: Using crowdsourced data to capture the heterogeneity across individuals, space and time," Transport Policy, Elsevier, vol. 131(C), pages 173-183.
    • Handle: RePEc:eee:trapol:v:131:y:2023:i:c:p:173-183
    DOI: 10.1016/j.tranpol.2022.12.011
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0967070X22003468
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.tranpol.2022.12.011?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
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Bellizzi, Maria Grazia & dell'Olio, Luigi & Eboli, Laura & Mazzulla, Gabriella, 2020. "Heterogeneity in desired bus service quality from users’ and potential users’ perspective," Transportation Research Part A: Policy and Practice, Elsevier, vol. 132(C), pages 365-377.
    2. Grisé, Emily & El-Geneidy, Ahmed, 2018. "Where is the happy transit rider? Evaluating satisfaction with regional rail service using a spatial segmentation approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 84-96.
    3. dell'Olio, Luigi & Ibeas, Angel & Cecín, Patricia, 2010. "Modelling user perception of bus transit quality," Transport Policy, Elsevier, vol. 17(6), pages 388-397, November.
    4. Shuli Luo & Sylvia Y He, 2021. "Using data mining to explore the spatial and temporal dynamics of perceptions of metro services in China: The case of Shenzhen," Environment and Planning B, , vol. 48(3), pages 449-466, March.
    5. Zhao, Pengjun & Li, Peilin, 2019. "Travel satisfaction inequality and the role of the urban metro system," Transport Policy, Elsevier, vol. 79(C), pages 66-81.
    6. Chou, Jui-Sheng & Kim, Changwan & Kuo, Yao-Chen & Ou, Nai-Chi, 2011. "Deploying effective service strategy in the operations stage of high-speed rail," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 47(4), pages 507-519, July.
    7. Shiftan, Yoram & Outwater, Maren L. & Zhou, Yushuang, 2008. "Transit market research using structural equation modeling and attitudinal market segmentation," Transport Policy, Elsevier, vol. 15(3), pages 186-195, May.
    8. Echaniz, Eneko & Cordera, Rubén & Rodriguez, Andrés & Nogués, Soledad & Coppola, Pierlugi & dell’Olio, Luigi, 2022. "Spatial and temporal variation of user satisfaction in public transport systems," Transport Policy, Elsevier, vol. 117(C), pages 88-97.
    9. Abenoza, Roberto F. & Cats, Oded & Susilo, Yusak O., 2017. "Travel satisfaction with public transport: Determinants, user classes, regional disparities and their evolution," Transportation Research Part A: Policy and Practice, Elsevier, vol. 95(C), pages 64-84.
    10. Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella, 2018. "Spatial variation of the perceived transit service quality at rail stations," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 67-83.
    11. Marco Diana & Patricia Mokhtarian, 2009. "Grouping travelers on the basis of their different car and transit levels of use," Transportation, Springer, vol. 36(4), pages 455-467, July.
    12. Mouwen, Arnoud, 2015. "Drivers of customer satisfaction with public transport services," Transportation Research Part A: Policy and Practice, Elsevier, vol. 78(C), pages 1-20.
    13. Shreya Das & Debapratim Pandit, 2013. "Importance of user perception in evaluating level of service for bus transit for a developing country like India: a review," Transport Reviews, Taylor & Francis Journals, vol. 33(4), pages 402-420, July.
    14. Gal-Tzur, Ayelet & Grant-Muller, Susan M. & Kuflik, Tsvi & Minkov, Einat & Nocera, Silvio & Shoor, Itay, 2014. "The potential of social media in delivering transport policy goals," Transport Policy, Elsevier, vol. 32(C), pages 115-123.
    15. Abenoza, Roberto F. & Ettema, Dick F. & Susilo, Yusak O., 2018. "Do accessibility, vulnerability, opportunity, and travel characteristics have uniform impacts on the traveler’s experience?," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 38-51.
    16. Anik, Md Asif Hasan & Sadeek, Soumik Nafis & Hossain, Moinul & Kabir, Shafquat, 2020. "A framework for involving the young generation in transportation planning using social media and crowd sourcing," Transport Policy, Elsevier, vol. 97(C), pages 1-18.
    17. Kinra, Aseem & Beheshti-Kashi, Samaneh & Buch, Rasmus & Nielsen, Thomas Alexander Sick & Pereira, Francisco, 2020. "Examining the potential of textual big data analytics for public policy decision-making: A case study with driverless cars in Denmark," Transport Policy, Elsevier, vol. 98(C), pages 68-78.
    18. Jonas De Vos & Tim Schwanen & Veronique Van Acker & Frank Witlox, 2013. "Travel and Subjective Well-Being: A Focus on Findings, Methods and Future Research Needs," Transport Reviews, Taylor & Francis Journals, vol. 33(4), pages 421-442, July.
    19. Dea van Lierop & Madhav G. Badami & Ahmed M. El-Geneidy, 2018. "What influences satisfaction and loyalty in public transport? A review of the literature," Transport Reviews, Taylor & Francis Journals, vol. 38(1), pages 52-72, January.
    20. Grisé, Emily & El-Geneidy, Ahmed, 2017. "Evaluating the relationship between socially (dis)advantaged neighbourhoods and customer satisfaction of bus service in London, U.K," Journal of Transport Geography, Elsevier, vol. 58(C), pages 166-175.
    21. Mouratidis, Kostas & Ettema, Dick & Næss, Petter, 2019. "Urban form, travel behavior, and travel satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 129(C), pages 306-320.
    22. N. Nima Haghighi & Xiaoyue Cathy Liu & Ran Wei & Wenwen Li & Hu Shao, 2018. "Using Twitter data for transit performance assessment: a framework for evaluating transit riders’ opinions about quality of service," Public Transport, Springer, vol. 10(2), pages 363-377, August.
    23. Allen, Jaime & Muñoz, Juan Carlos & Ortúzar, Juan de Dios, 2018. "Modelling service-specific and global transit satisfaction under travel and user heterogeneity," Transportation Research Part A: Policy and Practice, Elsevier, vol. 113(C), pages 509-528.
    24. Cynthia Jacques & Kevin Manaugh & Ahmed El-Geneidy, 2013. "Rescuing the captive [mode] user: an alternative approach to transport market segmentation," Transportation, Springer, vol. 40(3), pages 625-645, May.
    25. Luo, Shuli & He, Sylvia Y., 2021. "Understanding gender difference in perceptions toward transit services across space and time: A social media mining approach," Transport Policy, Elsevier, vol. 111(C), pages 63-73.
    26. Delbosc, Alexa & Currie, Graham, 2012. "Modelling the causes and impacts of personal safety perceptions on public transport ridership," Transport Policy, Elsevier, vol. 24(C), pages 302-309.
    27. Lisa Schweitzer, 2014. "Planning and Social Media: A Case Study of Public Transit and Stigma on Twitter," Journal of the American Planning Association, Taylor & Francis Journals, vol. 80(3), pages 218-238, July.
    28. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2016. "Index numbers for monitoring transit service quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 84(C), pages 18-30.
    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. Pan, Yu & He, Sylvia Y., 2023. "An investigation into the impact of the built environment on the travel mobility gap using mobile phone data," Journal of Transport Geography, Elsevier, vol. 108(C).

    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. Shuli Luo & Sylvia Y He, 2021. "Using data mining to explore the spatial and temporal dynamics of perceptions of metro services in China: The case of Shenzhen," Environment and Planning B, , vol. 48(3), pages 449-466, March.
    2. Luo, Shuli & He, Sylvia Y., 2021. "Understanding gender difference in perceptions toward transit services across space and time: A social media mining approach," Transport Policy, Elsevier, vol. 111(C), pages 63-73.
    3. Eldeeb, Gamal & Sears, Sean & Mohamed, Moataz, 2023. "What do users want from transit? Qualitative analysis of current and potential users' perceptions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 171(C).
    4. Raky Julio & Andres Monzon & Yusak O. Susilo, 2024. "Identifying key elements for user satisfaction of bike-sharing systems: a combination of direct and indirect evaluations," Transportation, Springer, vol. 51(2), pages 407-438, April.
    5. Eldeeb, Gamal & Mohamed, Moataz, 2022. "Consumers oriented investments in transit service quality improvements: The best bang for your buck," Research in Transportation Economics, Elsevier, vol. 94(C).
    6. Abenoza, Roberto F. & Cats, Oded & Susilo, Yusak O., 2017. "Travel satisfaction with public transport: Determinants, user classes, regional disparities and their evolution," Transportation Research Part A: Policy and Practice, Elsevier, vol. 95(C), pages 64-84.
    7. 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.
    8. 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.
    9. Miriam Pirra & Ruggero G. Pensa, 2019. "Comparing Transport Quality Perception among Different Travellers in European Cities through Co-Cluster Analysis," Sustainability, MDPI, vol. 11(24), pages 1-17, December.
    10. Ingvardson, Jesper Bláfoss & Nielsen, Otto Anker, 2019. "The relationship between norms, satisfaction and public transport use: A comparison across six European cities using structural equation modelling," Transportation Research Part A: Policy and Practice, Elsevier, vol. 126(C), pages 37-57.
    11. Gamal Eldeeb & Moataz Mohamed, 2020. "Understanding the Transit Market: A Persona-Based Approach for Preferences Quantification," Sustainability, MDPI, vol. 12(9), pages 1-20, May.
    12. 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.
    13. Abenoza, Roberto F. & Ettema, Dick F. & Susilo, Yusak O., 2018. "Do accessibility, vulnerability, opportunity, and travel characteristics have uniform impacts on the traveler’s experience?," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 38-51.
    14. Rong, Rui & Liu, Lishan & Jia, Ning & Ma, Shoufeng, 2022. "Impact analysis of actual traveling performance on bus passenger’s perception and satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 160(C), pages 80-100.
    15. 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.
    16. Liping Ge & Stefan Voß & Lin Xie, 2022. "Robustness and disturbances in public transport," Public Transport, Springer, vol. 14(1), pages 191-261, March.
    17. de Oña, Juan & Estévez, Esperanza & de Oña, Rocío, 2021. "How does private vehicle users perceive the public transport service quality in large metropolitan areas? A European comparison," Transport Policy, Elsevier, vol. 112(C), pages 173-188.
    18. 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.
    19. 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.
    20. 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.

    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:trapol:v:131:y:2023:i:c:p:173-183. 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: http://www.elsevier.com/wps/find/journaldescription.cws_home/30473/description#description .

    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.