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What influences satisfaction and loyalty in public transport? A review of the literature

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Cited by:

  1. Sergey VIKHAREV & Maxim LYAPUSTIN & Danil MIRONOV & Irina NIZOVTSEVA & Vladimir SINITSYN, 2019. "Modeling Of Passengers’ Choice Using Intelligent Agents With Reinforcement Learning In Shared Interests Systems; A Basic Approach," Transport Problems, Silesian University of Technology, Faculty of Transport, vol. 14(2), pages 43-53, June.
  2. 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.
  3. 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.
  4. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Mohd Haniff Osman & Faridah Hanim Khairuddin & Nur Mustakiza Zakaria, 2022. "An Empirical Study of Passengers’ Perceived Satisfaction with Monorail Service Quality: Case of Kuala Lumpur, Malaysia," Sustainability, MDPI, vol. 14(11), pages 1-17, May.
  5. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Muhamad Razuhanafi Mat Yazid & Riza Atiq Rahmat & Sotaro Yukawa, 2021. "Factors Influencing Passengers’ Satisfaction with the Light Rail Transit Service in Alpha Cities: Evidence from Kuala Lumpur, Malaysia Using Structural Equation Modelling," Mathematics, MDPI, vol. 9(16), pages 1-15, August.
  6. Allen, Jaime & Muñoz, Juan Carlos & Rosell, Jordi, 2019. "Effect of a major network reform on bus transit satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 124(C), pages 310-333.
  7. Jonas De Vos & E. Owen D. Waygood & Laurence Letarte & Mengqiu Cao, 2022. "Do frequent satisfying trips by public transport impact its intended use in later life?," Transportation, Springer, vol. 49(4), pages 1245-1263, August.
  8. Pereira, Rafael H. M. & Boisjoly, Geneviève, 2021. "Social issues in transport planning: an introduction," SocArXiv pn2qd, Center for Open Science.
  9. Jesper Bláfoss Ingvardson & Mikkel Thorhauge & Sigal Kaplan & Otto Anker Nielsen & Sebastián Raveau, 2022. "Incorporating psychological needs in commute mode choice modelling: a hybrid choice framework," Transportation, Springer, vol. 49(6), pages 1861-1889, December.
  10. Fielbaum, Andrés & Tirachini, Alejandro & Alonso-Mora, Javier, 2023. "Economies and diseconomies of scale in on-demand ridepooling systems," Economics of Transportation, Elsevier, vol. 34(C).
  11. Liping Ge & Stefan Voß & Lin Xie, 2022. "Robustness and disturbances in public transport," Public Transport, Springer, vol. 14(1), pages 191-261, March.
  12. 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.
  13. Pengxiang Ding & Suwei Feng & Jianning Jiang, 2023. "The Impact of Urban Rail Transit Epidemic Prevention Measures on Passengers’ Safety Perception," IJERPH, MDPI, vol. 20(5), pages 1-17, February.
  14. Tri Basuki Joewono & Ariel Matthew & Muhamad Rizki, 2021. "Loyalty of Paratransit Users in the Era of Competition with Ride Sourcing," Sustainability, MDPI, vol. 13(22), pages 1-20, November.
  15. Maria Iannario & Anna Clara Monti, 2022. "Modelling consumer perceptions of service quality for urban public transport systems using statistical models for ordinal data," METRON, Springer;Sapienza Università di Roma, vol. 80(1), pages 61-76, April.
  16. Tiznado-Aitken, Ignacio & Lucas, Karen & Muñoz, Juan Carlos & Hurtubia, Ricardo, 2020. "Understanding accessibility through public transport users' experiences: A mixed methods approach," Journal of Transport Geography, Elsevier, vol. 88(C).
  17. 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.
  18. 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.
  19. Nichols, Aaron & Ryan, Jean & Palmqvist, Carl-William, 2024. "The importance of recurring public transport delays for accessibility and mode choice," Journal of Transport Geography, Elsevier, vol. 115(C).
  20. 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.
  21. Mohaddese Ghadiri & Robert Newell, 2024. "Rethinking Public Transit Networks Using Climate Change Mitigation and Social Justice Lenses: Great Victoria Area Case Study," Sustainability, MDPI, vol. 16(6), pages 1-23, March.
  22. Rennert, Lindiwe, 2022. "A meta-analysis of the impact of rail stations on property values: Applying a transit planning lens," Transportation Research Part A: Policy and Practice, Elsevier, vol. 163(C), pages 165-180.
  23. Sun, Fan & Jin, Minjie & Zhang, Tao & Huang, Wencheng, 2022. "Satisfaction differences in bus traveling among low-income individuals before and after COVID-19," Transportation Research Part A: Policy and Practice, Elsevier, vol. 160(C), pages 311-332.
  24. Nguyen-Phuoc, Duy Quy & Su, Diep Ngoc & Nguyen, Minh Hieu & Vo, Nguyen S. & Oviedo-Trespalacios, Oscar, 2022. "Factors influencing intention to use on-demand shared ride-hailing services in Vietnam: risk, cost or sustainability?," Journal of Transport Geography, Elsevier, vol. 99(C).
  25. David Fourie & Cornel Malan, 2021. "Can Public Procurement Requirements for Railway Transport Promote Economic and Social Sustainability in South Africa?," Sustainability, MDPI, vol. 13(21), pages 1-16, October.
  26. Yang, Min & Wang, Zheyuan & Cheng, Long & Chen, Enhui, 2022. "Exploring satisfaction with air-HSR intermodal services: A Bayesian network analysis," Transportation Research Part A: Policy and Practice, Elsevier, vol. 156(C), pages 69-89.
  27. Jurkowski Wojciech & Smolarski Mateusz, 2021. "The influence of transport offer on passenger traffic in the railway transport system in a post-socialist country: case study of Poland," Bulletin of Geography. Socio-economic Series, Sciendo, vol. 53(53), pages 33-42, September.
  28. Bree, Sarah & Fuller, Daniel & Diab, Ehab, 2020. "Access to transit? Validating local transit accessibility measures using transit ridership," Transportation Research Part A: Policy and Practice, Elsevier, vol. 141(C), pages 430-442.
  29. Rosell, Jordi & Allen, Jaime, 2020. "Test-riding the driverless bus: Determinants of satisfaction and reuse intention in eight test-track locations," Transportation Research Part A: Policy and Practice, Elsevier, vol. 140(C), pages 166-189.
  30. Sukhov, Alexandre & Olsson, Lars E. & Friman, Margareta, 2022. "Necessary and sufficient conditions for attractive public Transport: Combined use of PLS-SEM and NCA," Transportation Research Part A: Policy and Practice, Elsevier, vol. 158(C), pages 239-250.
  31. 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.
  32. 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.
  33. de Oña, Juan, 2020. "The role of involvement with public transport in the relationship between service quality, satisfaction and behavioral intentions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 296-318.
  34. Tricia Mae T. Zulueta & Ardvin Kester S. Ong & Josephine D. German & Ma. Janice J. Gumasing & Jenn Christzel D. Chico, 2024. "Implications of the Progression to Sustainable Public Transportation: An Insight into Modern Jeepney Shift from the Philippines," Sustainability, MDPI, vol. 16(10), pages 1-37, May.
  35. Kun Gao & Minhua Shao & Lijun Sun, 2019. "Roles of Psychological Resistance to Change Factors and Heterogeneity in Car Stickiness and Transit Loyalty in Mode Shift Behavior: A Hybrid Choice Approach," Sustainability, MDPI, vol. 11(17), pages 1-20, September.
  36. Sobotkiewicz Dariusz & Waniowski Paweł, 2021. "Influence of the organizational structure of Polish passenger railways on the process of communication with customers," Management, Sciendo, vol. 25(2), pages 187-205, December.
  37. De Vos, Jonas, 2024. "The ease of travel: A person-based measure of people’s ability to travel," Transportation Research Part A: Policy and Practice, Elsevier, vol. 187(C).
  38. Omid Ghorbanzadeh & Sarbast Moslem & Thomas Blaschke & Szabolcs Duleba, 2018. "Sustainable Urban Transport Planning Considering Different Stakeholder Groups by an Interval-AHP Decision Support Model," Sustainability, MDPI, vol. 11(1), pages 1-18, December.
  39. Yuanyuan Zhang & Yuming Zhang, 2018. "Exploring the Relationship between Ridesharing and Public Transit Use in the United States," IJERPH, MDPI, vol. 15(8), pages 1-23, August.
  40. Juan Oña & Rocío Oña, 2023. "Is it possible to attract private vehicle users towards public transport? Understanding the key role of service quality, satisfaction and involvement on behavioral intentions," Transportation, Springer, vol. 50(3), pages 1073-1101, June.
  41. 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.
  42. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Mohd Haniff Osman & Muhamad Razuhanafi Mat Yazid & Munzilah Md. Rohani, 2022. "The Influence of Service Quality on User’s Perceived Satisfaction with Light Rail Transit Service in Klang Valley, Malaysia," Mathematics, MDPI, vol. 10(13), pages 1-21, June.
  43. Minh Hieu Nguyen & Dorina Pojani, 2023. "Why are Hanoi students giving up on bus ridership?," Transportation, Springer, vol. 50(3), pages 811-835, June.
  44. 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.
  45. Ali Alamdar Moghaddam & Hamid Mirzahossein & Robert Guzik, 2022. "Comparing Inequality in Future Urban Transport Modes by Doughnut Economy Concept," Sustainability, MDPI, vol. 14(21), pages 1-24, November.
  46. Weckström, Christoffer & Mladenović, Miloš N. & Kujala, Rainer & Saramäki, Jari, 2021. "Navigability assessment of large-scale redesigns in nine public transport networks: Open timetable data approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 147(C), pages 212-229.
  47. 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.
  48. 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.
  49. Sun, Shichao & Zhang, Hui & Zhou, Linlin & Wang, Ke, 2023. "Is the relationship between the perceived service quality and passenger loyalty linear or non-linear? A novel model-independent interpretation method is applied," Transport Policy, Elsevier, vol. 144(C), pages 65-79.
  50. Thomas Feilhauer & Florian Braun & Katja Faller & David Hutter & Daniel Mathis & Johannes Neubauer & Jasmin Pogatschneg & Michelle Weber, 2021. "Mobility Choices—An Instrument for Precise Automatized Travel Behavior Detection & Analysis," Sustainability, MDPI, vol. 13(4), pages 1-23, February.
  51. De Vos, Jonas & Singleton, Patrick A., 2020. "Travel and cognitive dissonance," Transportation Research Part A: Policy and Practice, Elsevier, vol. 138(C), pages 525-536.
  52. Muhammad Ashraf Javid & Nazam Ali & Syed Arif Hussain Shah & Muhammad Abdullah, 2021. "Travelers’ Attitudes Toward Mobile Application–Based Public Transport Services in Lahore," SAGE Open, , vol. 11(1), pages 21582440209, January.
  53. 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.
  54. Risdiyanto Risdiyanto & Ahmad Munawar & Muhammad Zudhy Irawan & Miftahul Fauziah & Prawira Fajarindra Belgiawan, 2022. "Why Do Students Choose Buses over Private Motorcycles and Motorcycle-Based Ride-Sourcing? A Hybrid Choice Approach," Sustainability, MDPI, vol. 14(9), pages 1-19, April.
  55. Pankaj Tiwari, 2022. "Bank affection and customer retention: an empirical investigation of customer trust, satisfaction, loyalty," SN Business & Economics, Springer, vol. 2(6), pages 1-27, June.
  56. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Muhamad Razuhanafi Mat Yazid & Sitti Asmah Hassan & Ahmad Firdhaus Arham & Sharizal Hashim, 2023. "Modelling of Passenger Satisfaction and Reuse Intention with Monorail Services in Kuala Lumpur, Malaysia: A Hybrid SEM-ANN Approach," Mathematics, MDPI, vol. 11(15), pages 1-21, August.
  57. Quy Nguyen-Phuoc, Duy & Nguyen, Teron & Ngoc Su, Diep & Thi Le, Phuong & Oviedo-Trespalacios, Oscar, 2022. "How do social cues from other passengers affect word-of-mouth and intention to continue using bus services? A second-order SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 158(C), pages 302-320.
  58. Ma, Xinwei & Zhang, Shuai & Wu, Tao & Yang, Yizhe & Yu, Jiajie, 2023. "Can dockless and docked bike-sharing substitute each other? Evidence from Nanjing, China," Renewable and Sustainable Energy Reviews, Elsevier, vol. 188(C).
  59. Liu, Yanan & Xiao, Tong & Deng, Jihao & Li, Tianhao & Yang, Linchun & Yuan, Quan, 2024. "Heterogeneous impacts of the built environment on survival of customized bus services across the downtown and suburbs," Journal of Transport Geography, Elsevier, vol. 118(C).
  60. de Oña, Juan, 2021. "Understanding the mediator role of satisfaction in public transport: A cross-country analysis," Transport Policy, Elsevier, vol. 100(C), pages 129-149.
  61. Kapatsila, Bogdan & Bahamonde-Birke, Francisco J. & van Lierop, Dea & Grisé, Emily, 2023. "Impact of the COVID-19 pandemic on the comfort of riding a crowded bus in Metro Vancouver, Canada," Transport Policy, Elsevier, vol. 141(C), pages 83-96.
  62. De Vos, Jonas & Mouratidis, Kostas & Cheng, Long & Kamruzzaman, Md., 2021. "Does a residential relocation enable satisfying travel?," Transportation Research Part A: Policy and Practice, Elsevier, vol. 153(C), pages 188-201.
  63. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Nur Izzi Md. Yusoff & Amiruddin Ismail & Muhamad Razuhanafi Mat Yazid & Nor Aznirahani Mhd Yunin & Sotaro Yukawa, 2021. "Gender and Age Do Matter: Exploring the Effect of Passengers’ Gender and Age on the Perception of Light Rail Transit Service Quality in Kuala Lumpur, Malaysia," Sustainability, MDPI, vol. 13(2), pages 1-18, January.
  64. Wang, Jiangbo & Yamamoto, Toshiyuki & Liu, Kai, 2022. "Exploring the subscribing behavior of customized bus passengers: Active users versus inactive users," Journal of choice modelling, Elsevier, vol. 43(C).
  65. Ong, Ardvin Kester S. & Prasetyo, Yogi Tri & Kishimoto, Ryuichi T. & Mariñas, Klint Allen & Robas, Kirstien Paola E. & Nadlifatin, Reny & Persada, Satria Fadil & Kusonwattana, Poonyawat & Yuduang, Nat, 2023. "Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines," Utilities Policy, Elsevier, vol. 80(C).
  66. Michał Zajfert, 2023. "A Study of the Efficiency of Regional Railway Services: The Case of Poland," Gospodarka Narodowa. The Polish Journal of Economics, Warsaw School of Economics, issue 4, pages 30-53.
  67. Huyen T. K. Le & Andre L. Carrel, 2021. "Happy today, satisfied tomorrow: emotion—satisfaction dynamics in a multi-week transit user smartphone survey," Transportation, Springer, vol. 48(1), pages 45-66, February.
  68. 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.
  69. Shreyas Pradhan & Takehito Ujihara & Seiji Hashimoto, 2023. "The Relationship between the Evaluation of Public Transport Services and Travel-Based CO 2 Emissions from Private Transport Modes in Regional and Metropolitan Areas in Japan," Sustainability, MDPI, vol. 15(18), pages 1-24, September.
  70. Kim, Junghwan & Lee, Bumsoo, 2019. "More than travel time: New accessibility index capturing the connectivity of transit services," Journal of Transport Geography, Elsevier, vol. 78(C), pages 8-18.
  71. 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.
  72. Wei Chiang Chan & Wan Hashim Wan Ibrahim & May Chiun Lo & Mohamad Kadim Suaidi & Shiaw Tong Ha, 2020. "Sustainability of Public Transportation: An Examination of User Behavior to Real-Time GPS Tracking Application," Sustainability, MDPI, vol. 12(22), pages 1-20, November.
  73. De Vos, Jonas, 2018. "Do people travel with their preferred travel mode? Analysing the extent of travel mode dissonance and its effect on travel satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 117(C), pages 261-274.
  74. Nguyen-Phuoc, Duy Quy & Vo, Nguyen S. & Su, Diep Ngoc & Nguyen, Vinh Hoang & Oviedo-Trespalacios, Oscar, 2021. "What makes passengers continue using and talking positively about ride-hailing services? The role of the booking app and post-booking service quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 150(C), pages 367-384.
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