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Providing a high quality of service in public transportation is essential to reduce dissatisfactions stemming from traffic congestion and noise. Public transport providers need to find ways to dilute the effects of immoderate use of private cars in big cities while maintaining a sufficient level of customer satisfaction. This study aimed to identif...
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The purpose of this research is to determine the factors influencing international tourist satisfaction on the public rail services in Klang Valley, Malaysia. This paper provides important contribution to the Malaysian economy due to the growing number of international tourist in recent years. A mixed methodology approach via the use of phenomenolo...
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... Studies have investigated individual mobility behaviors, and have primarily focused on travel satisfaction factors and service quality (de Oña et al., 2021;Isikli et al., 2017;Sukhov et al., 2022;De Vos et al., 2022;Morris and Guerra, 2015). While information is often mentioned as one important factor that influences the perceived travel satisfaction or service quality, it is usually only associated with a generic need for information (Gan, 2015;Ettema et al., 2016). ...
Cities worldwide are seeking to enhance their sustainable mobility by reducing individual motorized transportation. While intermodal mobility-combining multiple transportation modes in one journey-is a key solution, individuals encounter challenges initiating intermodal journeys owing to the proliferation of mobility services. Providing accurate information at the right time is crucial amidst this complexity. While research has examined information needs for each mobility mode independently, the relationships between modes, phases, and information needs have barely been empirically investigated. Through a sequential mixed-method approach involving a literature review and a survey of >500 participants, this study identifies and validates the concept of phase-and mode chain-sensitive information needs. The findings provide initial insights, emphasizing phase relationships, mode chain relationships, and the interplays between phases and mode chains-a holistic understanding. This research can guide the design of more effective traveler information systems, aiding the shift toward sustainable urban mobility.
... Fu et al. (2017) proposed a multi-level extensible assessment model based on the matter element theory and the extension theory in order to evaluate rail transport quality on the basis of 7 primary assessment indices (i.e., safety, cleanliness, comfort, service reliability and availability, information, personnel, other) and 26 senior assessment indices. Isikli et al. (2017) conducted an analysis of service quality for passengers in Istanbul's railways using voting procedures to determine the highly-prioritized criteria among waiting time, crowding in vehicles, fare, cleanliness, information systems at stations, attitude of security personnel, access to stations etc. ...
Measuring customer satisfaction is one of the most important and essential functions for contemporary firms and organizations so as to be profitable and successful, since it provides customer feedback in a reliable, meaningful and direct way. The aim of this paper is the development and implementation of a generic methodological framework for evaluating railway passenger satisfaction. The decomposition of the evaluation problem in 8 first-level criteria (Safety, Cleanliness, Comfort, Ticket Purchase, Information, Reliability and Flexibility, Personnel and Accessibility) and 32 second-level satisfaction sub-criteria/dimensions has been guided and supported by a Systematic Literature Review (SLR) process in the broader area of multi-criteria analysis of service quality in transport. The assessment framework was built on the basis of MUSA (Multicriteria Satisfaction Analysis) methodology. As part of our research, we applied the proposed multi-criteria evaluation framework in the case of railway passenger services in Greece. The results of the overall analysis revealed a very low global satisfaction level for the passengers in the order of 33.01%, indicating that the surveyed passengers are quite dissatisfied with the currently provided services.KeywordsService qualityPassenger satisfactionRailwayMulti-criteria analysisMUSA methodology
... Keberhasilan dan pertumbuhan pangsa pasar operator angkutan umum sangat ditentukan oleh kualitas layanan yang disediakan, dan terlebih lagi oleh persepsi penumpang pada kualitas yang disediakan (Dragu, Roman & Roman 2013). Kualitas layanan dari perusahaan transportasi yang di antaranya juga dapat meliputi lengkapnya ketersediaan layanan transit, baiknya pemantauan layanan, efisiennya waktu tempuh, terpenuhinya keselamatan dan keamanan, terjaganya kebersihan dan kenyamanan, diperolehnya informasi yang lengkap, serta personel yang baik ISSN: 2715-0186 (Eboli & Mazzulla 2021;Isikli et al., 2017;Machado-León et al., 2017;de Oña et al., 2016) menjadi pendorong munculnya kepuasan pada penumpang. Dalam artian bahwa terdapat hubungan yang sifatnya searah dari karakteristik-karakteristik layanan dalam kualitas layanan terhadap pembentukan kepuasan pelanggan atau penumpang. ...
Adanya perubahan perilaku mobilisasi masyarakat dari penggunaan kendaraan pribadi menuju penggunaan transportasi umum mengindikasikan munculnya peluang yang baik bagi perusahaan di bidang transportasi umum. Penelitian yang dilakukan ini untuk mengetahui adanya dampak kualitas pelayanan terhadap kepuasan dan efeknya pada loyalitas pelanggan PO Bus Damri. Pendekatan penelitian yang digunakan adalah pendekatan kuantitatif. Sampel penelitian yang ditetapkan adalah penumpang di wilayah DKI Jakarta yang menggunakan jasa PO Bus Damri di tahun 2020 hingga 2022. Adapun sampel penelitian yang terkumpul dan memenuhi persyaratan adalah sebanyak 70 sampel. Data yang telah dikumpulkan kemudian dianalisis dengan analisis jalur. Hasil penelitian menunjukkan bahwa kualitas pelayanan memiliki pengaruh besar dan positif terhadap kepuasan pelanggan; kualitas pelayanan memiliki pengaruh signifikan dan positif terhadap loyalitas pelanggan; kepuasan pelanggan memiliki pengaruh signifikan dan positif terhadap loyalitas pelanggan, serta; kualitas pelayanan memiliki pengaruh signifikan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada PO Bus Damri.
... * Technological advances and the digital revolution are creating competition for businesses to attract consumers (Rindfleisch et al., 2017). Businesses are using many methods to improve their customer-oriented operations (Isikli et al., 2017). Companies no longer avoid the expectations and needs of their customers. ...
The delivery service industry is boosting too much under the influence of e-commerce. So, there is a need to reform the delivery of the postal sector to meet the needs of consumers. Most of the postal offices have been served via government to government (G2G), and in recent years, due to e-commerce and corona disease, they have been developing business to consumer services (B2C), business to business (B2B), and direct to customer (D2C). The study examines how service quality affects customer trust, consumer satisfaction, and customer loyalty in the postal delivery service. It aims to provide information to delivery service companies and foreign investment companies in making strategic decisions. All structures are measured on a seven-point Likert scale. A total of 290 valid responses were used out of 358 distributed surveys, excluding 68 responses with irrelevant and incomplete data. These were analyzed using SPSS 21.0 and AMOS 20.0 statistic package programs. The outcome of the analysis showed that the four components of service quality constructs of delivery service have no significant effect on trust. However, they affect satisfaction, while tangibility and empathy have not shown such trustworthy effects on customer fulfillment.
... Keberhasilan dan pertumbuhan pangsa pasar operator angkutan umum sangat ditentukan oleh kualitas layanan yang disediakan, dan terlebih lagi oleh persepsi penumpang pada kualitas yang disediakan (Dragu et al., 2013). Kualitas layanan dari perusahaan transportasi yang di antaranya juga dapat meliputi lengkapnya ketersediaan layanan transit, baiknya pemantauan layanan, efisiennya waktu tempuh, terpenuhinya keselamatan dan keamanan, terjaganya kebersihan dan kenyamanan, diperolehnya informasi yang lengkap, serta personel yang baik (Eboli & Mazzulla 2021;Isikli et al., 2017;Machado-León et al., 2017;de Oña et al., 2016) menjadi pendorong munculnya kepuasan pada penumpang. Dalam artian bahwa terdapat hubungan yang sifatnya searah dari karakteristik-karakteristik layanan dalam kualitas layanan terhadap pembentukan kepuasan pelanggan atau penumpang. ...
This research was conducted to determine the factors that influence passenger loyalty in water transportation. The research approach used was a quantitative approach. The research data is primary data obtained through a survey technique. The data that has been collected was then analyzed by path analysis. The research results showed that: 1) service quality has a significant and positive effect on passenger satisfaction; 2) tarrif has a significant and positive effect on passenger satisfaction; 3) service quality has a significant and positive effect on passenger loyalty; 4) tarrif has a positive but not significant effect on passenger loyalty; 5) passenger satisfaction has a significant and positive effect on passenger loyalty; 6) service quality has a significant effect on passenger loyalty through passenger satisfaction, as well as; 7) tarrif has a positive and significant effect on passenger loyalty through passenger satisfaction at PT ASDP route Merak-Bakauheni.
... While study by Wang et al. (2020) investigated the effects of functional service quality, technical service quality, comfort and cleanliness together with service planning and reliability on passengers' satisfaction and reuse intention towards urban rail transit in Tianjin, China. In short, the other vital factors that have been studied in previous studies to determine the quality service of railway public transport include availability, accessibility, information, time, comfort, waiting time, crowdedness, fair and safety (Isikli et al., 2017;Machado-Leon et al., 2017). ...
Abstract: Putrajaya is enriched with recreational parks with beautiful nature and scenery. This study aims to divert the attention of the public regarding Putrajaya from only being recognised as an administration centre to a recreational destination by examining the effect of push and pull of travel
motivations factor on leisure tourists’ satisfaction and their return intention. Based on cross-sectional design, self-administered questionnaires were distributed to leisure tourists at Putrajaya. 233 total respondents were accessed based on the convenience sampling technique. The partial least square-structural equation modelling technique was employed to evaluate the research model. The results revealed push and pull factors are the important predictors to explain tourist satisfaction and return intention to recreational parks in Putrajaya. In conclusion, this study provides valuable information to the authorities in the implementation of strategic plans to promote Putrajaya as a leisure destination among tourists.
Keywords: Putrajaya; push; pull; satisfaction; return intention; leisure tourist.
... reliability, availability, security, information, comfort, and accessibility. Some researchers used context-specific indicators such as attitude of security personnel, working condition of turnstiles (Isikli et al., 2017), walking environment near metro station (Nathanail, 2008), availability of internet and mobile network (De Oña et al., 2016a), etc., in SQ evaluation. Thus, it is imperative to include factors/indicators that represent context, transit type, demographics, and travel characteristics of passengers in SQ evaluation . ...
The study on gender disparity in service quality (SQ) interrelations of public transit can provide gender-specific improvement measures to transit officials in attracting new passengers and increase patronage. In the presence of minimal knowledge basis on gender disparity in SQ interrelations, this study fills the gap by applying an integrated Bayesian Networks (BN) and Partial Least Squares Structural Equation Modelling (PLS-SEM) on perception data of 1504 male and 745 female passengers of Delhi Metro. The study findings reveal that males consider passenger ease, whereas females consider service availability as most influential factors in explaining overall SQ. Females are less concerned about passenger ease and seamless connectivity, as compared to males. Further, gender-based importance-performance analysis has highlighted that Delhi Metro must consider 'safety and security' as most crucial factor to improve its services. Overall, this study demonstrates the necessity of gender-specific strategic measures to help transit officials in allocating resources efficiently.
... Another framework for the same instance was provided by Aydin et al. [17] with a statistical analysis, trapezoidal fuzzy sets, a fuzzy AHP and a Choquet integral. Isikli et al. [18] focused on identifying the key factors for service quality that motivate passenger satisfaction in rail transportation systems in Istanbul by utilising survey data conducted by the Metro Istanbul using fallback voting. Using a Bayesian belief network (BBN), Yanik et al. [19] analysed the satisfaction level for transit passengers who use the rapid rail transportation systems and the elements impacting the selection of access to rail transportation stations. ...
... The ranks for the PISs and NISs are then calculated using Eqs. (17) and (18). The difference between classical TOPSIS applications and our study is that we pretend as if our sub-criteria are our alternatives and only one dimension is used to evaluate the alternatives. ...
This study provides a framework through customer satisfaction surveys performed by the Directorate of Istanbul Electricity, Tramway and Tunnel Enterprises (IETT) in 2017 with 3350 participants. The main contribution of this study is to create a type-2 fuzzy set multi-criteria decision making (MCDM) framework consisting of the fuzzy analytic hierarchy process (AHP) and the fuzzy technique for order of preference by similarity to ideal solution (TOPSIS) in order to join the opinions of professionals with those of passengers with the aim of making a precise assessment on passenger satisfaction and focus areas. In general, these types of MCDM methods are used to choose the best option between given scenarios. The difference here is the application of this framework to find the actual performances of the already applied decisions by including them in the survey questions, rather than finding the best among several alternatives. The model determines the performances of pre-determined criteria by cross-checking them with expert opinions and survey data, providing a better investment strategy for local bodies and useful insights for both city planners and public transportation agencies in general. The aim of developing the model is to compare the criteria value, given by the experts, with the passenger evaluations for the same criteria to check for consistency, which shows us the level of agreement between passenger needs and expert opinions. Our results show that most passengers using IETT services are pleased with the punctuality of buses and information provided.
... Accordingly, identifying customer expectations from mass transportation is an important concern (De Oña et al., 2015. In the case of urban rail transport systems, as with many other forms of mass transportation, decision makers must hear the opinions of their passengers if they are to create an effective system, and thus encourage the utilization of public transport (Golob, 2002;Isikli et al., 2017). ...
... A review of the literature indicates that service providers need to consider a variety of mass transit-related quality factors if they are to achieve a satisfactory level of service quality in rail systems. Isikli et al. (2017) used data from a comprehensive survey conducted to identify service quality factors contributing to user satisfaction in rail transport network of Istanbul. The relative importance of service quality factors were evaluated in order to prioritize service provision and to improve passenger satisfaction through various social choice techniques. ...
Mass transportation is one of the leading factors determining the quality of a city. It is known that improvements in mass transportation services affect customer satisfaction and societal quality of life. Also passengers' perception about transportation quality impress on satisfaction and loyalty of customers. It is thus of vital importance that people living in a city encounter no problems related to transportation in their lives, and that they are able to travel comfortably to their places of work and education. The present study evaluates user satisfaction in the light rail transit (LRT) services through the American Customer Satisfaction Index (ACSI). The factors included in the study model are Customer Expectations (EXP), Perceived Quality (PQ), Perceived Value (PV), Customer Satisfaction (SAT), Customer Complaints (COM) and Customer Loyalty (LOY). First, a data collection instrument was developed to measure the quality of the light rail transit (LRT) service based on the factors in the ACSI model, with a structural equation modeling (SEM) approach used to test the ACSI. Data for the study was collected using the data collection instrument, which was applied to 360 passengers who were waiting for their trams at nine stations in May 2019. The model fit was evaluated using various fit measurement instruments and was accepted. Analyses revealed that the path coefficient from customer expectations to perceived quality was 0.66, and that from satisfaction to loyalty was 0.61. Moreover, the customer expectations variable was found to act as full mediator variable between image and loyalty.
... While study by Wang et al. (2020) investigated the effects of functional service quality, technical service quality, comfort and cleanliness together with service planning and reliability on passengers' satisfaction and reuse intention towards urban rail transit in Tianjin, China. In short, the other vital factors that have been studied in previous studies to determine the quality service of railway public transport include availability, accessibility, information, time, comfort, waiting time, crowdedness, fair and safety (Isikli et al., 2017;Machado-Leon et al., 2017). ...
Electric Train Services (ETS) is the first high-speed intercity train system in Malaysia that significantly contributed to the nation economy and tourism industry. This study examined the impacts of service quality of ETS towards tourist satisfaction and loyalty. Data were generated through a self-administered survey. A total of 360 responses from tourists who travelled to and fro Kuala Lumpur Sentral and Padang Besar, Malaysia was collected and were subjected to technical analysis of Partial Least Square-Structural Equation Modeling (PLS-SEM). This study demonstrated the significant impact of service quality towards tourist satisfaction and loyalty toward ETS. Finally, valuable recommendations are presented.
Keywords: Electric Train Services (ETS), Tourist loyalty, Tourist satisfaction, Functional service, Technical service, Safety.
