IDEAS home Printed from https://ideas.repec.org/a/eee/trapol/v31y2014icp35-46.html
   My bibliography  Save this article

Understanding the travel experience and its impact on attitudes, emotions and loyalty towards the transportation provider–A quantitative study with mid-distance bus trips

Author

Listed:
  • Carreira, Rui
  • Patrício, Lia
  • Natal Jorge, Renato
  • Magee, Chris

Abstract

Enhancing the travel experience has become a crucial consideration for transportation companies to promote differentiation and customer loyalty. Therefore, transport planners, providers and manufacturers in general are becoming aware of the significance of understanding the passenger experience better, in order to improve transit policies, management and vehicles. The holistic perspective of the travel experience is conceptualized as involving: (1) a thorough set of passenger internal responses (e.g. cognitive and emotional) that are driven by experience factors, some of which are (2) aspects that are not in complete control of the transportation provider, such as waiting areas or the social environment, during (3) all the moments before, throughout and after the trip. Although transportation research has studied the different aspects of transportation quality, empirical studies with such a broad approach to the travel experience and its impact on loyalty are still scarce.

Suggested Citation

  • Carreira, Rui & Patrício, Lia & Natal Jorge, Renato & Magee, Chris, 2014. "Understanding the travel experience and its impact on attitudes, emotions and loyalty towards the transportation provider–A quantitative study with mid-distance bus trips," Transport Policy, Elsevier, vol. 31(C), pages 35-46.
    • Handle: RePEc:eee:trapol:v:31:y:2014:i:c:p:35-46
    DOI: 10.1016/j.tranpol.2013.11.006
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0967070X13001728
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.tranpol.2013.11.006?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. Abou-Zeid, Maya & Ben-Akiva, Moshe, 2011. "The effect of social comparisons on commute well-being," Transportation Research Part A: Policy and Practice, Elsevier, vol. 45(4), pages 345-361, May.
    2. David A. Hensher & Paola Prioni, 2002. "A Service Quality Index for Area-wide Contract Performance Assessment," Journal of Transport Economics and Policy, University of Bath, vol. 36(1), pages 93-113, January.
    3. Stradling, Stephen G. & Anable, Jillian & Carreno, Michael, 2007. "Performance, importance and user disgruntlement: A six-step method for measuring satisfaction with travel modes," Transportation Research Part A: Policy and Practice, Elsevier, vol. 41(1), pages 98-106, January.
    4. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    5. Anable, Jillian & Gatersleben, Birgitta, 2005. "All work and no play? The role of instrumental and affective factors in work and leisure journeys by different travel modes," Transportation Research Part A: Policy and Practice, Elsevier, vol. 39(2-3), pages 163-181.
    6. Mokhtarian, Patricia L. & Salomon, Ilan, 2001. "How derived is the demand for travel? Some conceptual and measurement considerations," Transportation Research Part A: Policy and Practice, Elsevier, vol. 35(8), pages 695-719, September.
    7. Gentile, Chiara & Spiller, Nicola & Noci, Giuliano, 2007. "How to Sustain the Customer Experience:: An Overview of Experience Components that Co-create Value With the Customer," European Management Journal, Elsevier, vol. 25(5), pages 395-410, October.
    8. Nathanail, Eftihia, 2008. "Measuring the quality of service for passengers on the hellenic railways," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(1), pages 48-66, January.
    9. dell'Olio, Luigi & Ibeas, Angel & Cecin, Patricia, 2011. "The quality of service desired by public transport users," Transport Policy, Elsevier, vol. 18(1), pages 217-227, January.
    10. Stradling, Stephen & Carreno, Michael & Rye, Tom & Noble, Allyson, 2007. "Passenger perceptions and the ideal urban bus journey experience," Transport Policy, Elsevier, vol. 14(4), pages 283-292, July.
    11. Hensher, David A. & Stopher, Peter & Bullock, Philip, 2003. "Service quality--developing a service quality index in the provision of commercial bus contracts," Transportation Research Part A: Policy and Practice, Elsevier, vol. 37(6), pages 499-517, July.
    12. Janet Neal & M. Sirgy & Muzaffer Uysal, 2004. "Measuring the Effect of Tourism Services on Travelers’ Quality of Life: Further Validation," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 69(3), pages 243-277, December.
    13. Beirão, Gabriela & Sarsfield Cabral, J.A., 2007. "Understanding attitudes towards public transport and private car: A qualitative study," Transport Policy, Elsevier, vol. 14(6), pages 478-489, November.
    14. Eboli, Laura & Mazzulla, Gabriella, 2011. "A methodology for evaluating transit service quality based on subjective and objective measures from the passenger's point of view," Transport Policy, Elsevier, vol. 18(1), pages 172-181, January.
    15. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2013. "Perceived service quality in bus transit service: A structural equation approach," Transport Policy, Elsevier, vol. 29(C), pages 219-226.
    16. Eboli, Laura & Mazzulla, Gabriella, 2012. "Performance indicators for an objective measure of public transport service quality," European Transport \ Trasporti Europei, ISTIEE, Institute for the Study of Transport within the European Economic Integration, issue 51, pages 1-4.
    17. Richins, Marsha L, 1997. "Measuring Emotions in the Consumption Experience," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 24(2), pages 127-146, September.
    18. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
    19. Carreira, Rui & Patrício, Lia & Natal Jorge, Renato & Magee, Chris & Van Eikema Hommes, Qi, 2013. "Towards a holistic approach to the travel experience: A qualitative study of bus transportation," Transport Policy, Elsevier, vol. 25(C), pages 233-243.
    20. Guihaire, Valérie & Hao, Jin-Kao, 2008. "Transit network design and scheduling: A global review," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(10), pages 1251-1273, December.
    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. Böcker, Lars & Dijst, Martin & Faber, Jan, 2016. "Weather, transport mode choices and emotional travel experiences," Transportation Research Part A: Policy and Practice, Elsevier, vol. 94(C), pages 360-373.
    2. Losada-Rojas, Lisa Lorena & Gkartzonikas, Christos & Pyrialakou, V. Dimitra & Gkritza, Konstantina, 2019. "Exploring intercity passengers’ attitudes and loyalty to intercity passenger rail: Evidence from an on-board survey," Transport Policy, Elsevier, vol. 73(C), pages 71-83.
    3. Sarker, Rumana Islam & Kaplan, Sigal & Mailer, Markus & Timmermans, Harry J.P., 2019. "Applying affective event theory to explain transit users’ reactions to service disruptions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 130(C), pages 593-605.
    4. Xuan Phuong Nguyen, 2019. "The Bus Transportation Issue And People Satisfaction With Public Transport In Ho Chi Minh City ," Journal of Mechanical Engineering Research & Developments (JMERD), Zibeline International Publishing, vol. 42(1), pages 10-16, January.
    5. Muhammad Zudhy Irawan & Prawira Fajarindra Belgiawan & Tri Basuki Joewono & Nurvita I. M. Simanjuntak, 2020. "Do motorcycle-based ride-hailing apps threaten bus ridership? A hybrid choice modeling approach with latent variables," Public Transport, Springer, vol. 12(1), pages 207-231, March.
    6. 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).
    7. Ghadir Pourhashem & Christina Georgouli & Eva Malichová & Milan Straka & Tatiana Kováčiková, 2024. "Factors influencing the perceived value of travel time in European urban areas," Transportation, Springer, vol. 51(4), pages 1525-1545, August.
    8. Hamid Mahmood Gelaidan & Abdullah Al-Swidi & Muhammad Haroon Hafeez, 2023. "Studying the Joint Effects of Perceived Service Quality, Perceived Benefits, and Environmental Concerns in Sustainable Travel Behavior: Extending the TPB," Sustainability, MDPI, vol. 15(14), pages 1-22, July.
    9. Laura Eboli & Carmen Forciniti & Gabriella Mazzulla, 2018. "Formative and reflective measurement models for analysing transit service quality," Public Transport, Springer, vol. 10(1), pages 107-127, May.
    10. Wang, Fenglong & Mao, Zidan & Wang, Donggen, 2020. "Residential relocation and travel satisfaction change: An empirical study in Beijing, China," Transportation Research Part A: Policy and Practice, Elsevier, vol. 135(C), pages 341-353.
    11. 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.
    12. van Lierop, Dea & El-Geneidy, Ahmed, 2016. "Enjoying loyalty: The relationship between service quality, customer satisfaction, and behavioral intentions in public transit," Research in Transportation Economics, Elsevier, vol. 59(C), pages 50-59.
    13. Low, Wai-Ying & Cao, Mengqiu & De Vos, Jonas & Hickman, Robin, 2020. "The journey experience of visually impaired people on public transport in London," Transport Policy, Elsevier, vol. 97(C), pages 137-148.
    14. 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.
    15. Hickman, Robin & Chen, Chia-Lin & Chow, Andy & Saxena, Sharad, 2015. "Improving interchanges in China: the experiential phenomenon," Journal of Transport Geography, Elsevier, vol. 42(C), pages 175-186.
    16. 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.
    17. 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.
    18. Chen, Shang-Yu, 2016. "Using the sustainable modified TAM and TPB to analyze the effects of perceived green value on loyalty to a public bike system," Transportation Research Part A: Policy and Practice, Elsevier, vol. 88(C), pages 58-72.
    19. John Zacharias & Xinyi Liu, 2022. "The Role of the Access Environment in Metro Commute Travel Satisfaction," Sustainability, MDPI, vol. 14(22), pages 1-18, November.
    20. Wang, Bin & Zacharias, John, 2020. "Noise, odor and passenger density in perceived crowding in public transport," Transportation Research Part A: Policy and Practice, Elsevier, vol. 135(C), pages 215-223.
    21. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    22. Tiago Camacho & Marcus Foth & Andry Rakotonirainy & Markus Rittenbruch & Jonathan Bunker, 2016. "The role of passenger-centric innovation in the future of public transport," Public Transport, Springer, vol. 8(3), pages 453-475, December.
    23. 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.
    24. 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.
    25. Nicholas Klein, 2017. "More than just a bus ride: The role of perceptions in travel behaviour," Urban Studies, Urban Studies Journal Limited, vol. 54(11), pages 2490-2503, August.

    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. Carreira, Rui & Patrício, Lia & Natal Jorge, Renato & Magee, Chris & Van Eikema Hommes, Qi, 2013. "Towards a holistic approach to the travel experience: A qualitative study of bus transportation," Transport Policy, Elsevier, vol. 25(C), pages 233-243.
    2. 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).
    3. Hernandez, Sara & Monzon, Andres & de Oña, Rocío, 2016. "Urban transport interchanges: A methodology for evaluating perceived quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 84(C), pages 31-43.
    4. 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.
    5. Hickman, Robin & Chen, Chia-Lin & Chow, Andy & Saxena, Sharad, 2015. "Improving interchanges in China: the experiential phenomenon," Journal of Transport Geography, Elsevier, vol. 42(C), pages 175-186.
    6. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
    7. Ganji, S.S. & Ahangar, A.N. & Awasthi, Anjali & Jamshidi Bandari, Smaneh, 2021. "Psychological analysis of intercity bus passenger satisfaction using Q methodology," Transportation Research Part A: Policy and Practice, Elsevier, vol. 154(C), pages 345-363.
    8. 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.
    9. Benedetto Barabino & Nicola Aldo Cabras & Claudio Conversano & Alessandro Olivo, 2020. "An Integrated Approach to Select Key Quality Indicators in Transit Services," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 149(3), pages 1045-1080, June.
    10. Celik, Erkan & Aydin, Nezir & Gumus, Alev Taskin, 2014. "A multiattribute customer satisfaction evaluation approach for rail transit network: A real case study for Istanbul, Turkey," Transport Policy, Elsevier, vol. 36(C), pages 283-293.
    11. Mahmood Mahmoodi Nesheli & Avishai (Avi) Ceder & Robin Brissaud, 2017. "Public transport service-quality elements based on real-time operational tactics," Transportation, Springer, vol. 44(5), pages 957-975, September.
    12. De Vos, Jonas & Witlox, Frank, 2017. "Travel satisfaction revisited. On the pivotal role of travel satisfaction in conceptualising a travel behaviour process," Transportation Research Part A: Policy and Practice, Elsevier, vol. 106(C), pages 364-373.
    13. Wan, Dan & Kamga, Camille & Liu, Jun & Sugiura, Aaron & Beaton, Eric B., 2016. "Rider perception of a “light” Bus Rapid Transit system - The New York City Select Bus Service," Transport Policy, Elsevier, vol. 49(C), pages 41-55.
    14. Urbanek, Anna, 2021. "Potential of modal shift from private cars to public transport: A survey on the commuters’ attitudes and willingness to switch – A case study of Silesia Province, Poland," Research in Transportation Economics, Elsevier, vol. 85(C).
    15. Mouwen, Arnoud & Rietveld, Piet, 2013. "Does competitive tendering improve customer satisfaction with public transport? A case study for the Netherlands," Transportation Research Part A: Policy and Practice, Elsevier, vol. 51(C), pages 29-45.
    16. Aydin, Nezir & Celik, Erkan & Gumus, Alev Taskin, 2015. "A hierarchical customer satisfaction framework for evaluating rail transit systems of Istanbul," Transportation Research Part A: Policy and Practice, Elsevier, vol. 77(C), pages 61-81.
    17. Andre Carrel & Raja Sengupta & Joan L. Walker, 2017. "The San Francisco Travel Quality Study: tracking trials and tribulations of a transit taker," Transportation, Springer, vol. 44(4), pages 643-679, July.
    18. 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.
    19. 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.
    20. Echaniz, Eneko & dell’Olio, Luigi & Ibeas, Ángel, 2018. "Modelling perceived quality for urban public transport systems using weighted variables and random parameters," Transport Policy, Elsevier, vol. 67(C), pages 31-39.

    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:31:y:2014:i:c:p:35-46. 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.