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Passenger satisfaction: a multi-group analysis

Author

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  • Laura Antonucci
  • Corrado Crocetta
  • Francesco d’Ovidio
  • Ernesto Toma

Abstract

To analyse the level of passenger satisfaction of a public local transport service, after an explorative factorial analysis, a Structural Equation Model was adopted. The main goal of this paper is to verify how much some service characteristics could influence the perceived quality of the service. The passengers are found very sensitive to the level of the service organization and to the way the service is delivered (punctuality and regularity, and short waiting time). The safety and reliability of buses, the level of comfort and cleanness and the professionalism and courtesy of staff had, also, a big weight to determinate of the customer satisfaction. Applying a further analysis on different sub-samples, based on individual characteristics, we found that the model above identified is full invariant for different residence area and frequency of use of the service, and partially invariant for age groups, employment status, time slot of use and reason of use. The test of invariance the structural coefficients failed considering gender or education level of the passengers. Copyright Springer Science+Business Media B.V. 2014

Suggested Citation

  • Laura Antonucci & Corrado Crocetta & Francesco d’Ovidio & Ernesto Toma, 2014. "Passenger satisfaction: a multi-group analysis," Quality & Quantity: International Journal of Methodology, Springer, vol. 48(1), pages 337-345, January.
    • Handle: RePEc:spr:qualqt:v:48:y:2014:i:1:p:337-345
    DOI: 10.1007/s11135-012-9771-7
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    Citations

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    Cited by:

    1. Sofia Elena COLESCA & Mihaela PACESILA & Stefan Gabriel BURCEA & Carmen Nadia CIOCOIU & Mihai BUGHEANU, 2017. "Analysis of Passenger’s Satisfaction with the Quality of the Public Transportation Mode Choices in Bucharest: A Fuzzy Approach," ECONOMIC COMPUTATION AND ECONOMIC CYBERNETICS STUDIES AND RESEARCH, Faculty of Economic Cybernetics, Statistics and Informatics, vol. 51(4), pages 109-125.
    2. Yu-Shan Lin, 2017. "Causal complexity for passengers’ intentions to re-ride," Quality & Quantity: International Journal of Methodology, Springer, vol. 51(5), pages 1925-1937, September.
    3. Allen, Jaime & Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella & Ortúzar, Juan de Dios, 2019. "The role of critical incidents and involvement in transit satisfaction and loyalty," Transport Policy, Elsevier, vol. 75(C), pages 57-69.
    4. 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.
    5. D. P. S. Chandrakumara, 2014. "Urban dwellers` satisfaction on public bus passenger transport in Sri Lanka," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 4(11), pages 514-525, November.

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