Content uploaded by Katarína Janošková
Author content
All content in this area was uploaded by Katarína Janošková on Oct 01, 2019
Content may be subject to copyright.
36 ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018
Key determinants of the public transport user’s satisfaction
Pavol KRAL
1
, Katarina JANOSKOVA
2
, Tomas KLIESTIK
3
Abstract: Socio-economic changes in society have an important impact on existence and
functioning of public transport systems. In the long run, it is possible to monitor the
reduction of transport performance in road public transport (especially regular) due to
increase in individual transport. Road public transport, due to its current state, is losing
attractiveness and competitiveness in relation to alternative modes of transport. In order to
increase the satisfaction of public transport customers, stabilize transport performance, to
acquire new customers. It is necessary to know the key determinants of the public transport
user’s satisfaction. The aim of this contribution is to identify the key factors influencing the
decision-making of current and potential passengers of suburban bus transport on the basis
of the research conducted with the application of the mathematical and statistical
apparatus (descriptive statistics, correlation analysis, texting of hypotheses using Chi-
Square test and Fischer test). Authors largely dealt with the investigation of the dependence
between the socio-demographic characteristics of the respondents and the intensity of the
use of public transport. Interpreted results and formulated conclusions represent the
current state of demand of the population for transport services and it can be considered as
important determinants of future management decision of transport companies providing
public transport services.
Keywords: public sector, road public transport, customer satisfaction, passengers of
suburban bus transportation, transport services
JEL: M31, O18, R41
DOI: 10.24818/amp/2018.31-03
Introduction
Road public transport is losing its competitiveness, forcing the managers of
transport companies to look for new solutions and approaches to make the transport
services more attractive and increase customer satisfaction, being the prerequisite
for economically sustainable operation of transport companies satisfying the public
interest.
1
Associate Professor, PhD., Engineer, University of Zilina, Zilina, Slovak republic, pavol.
kral@fpedas.uniza.sk
2
PhD., Engineer, University of Zilina, Zilina, Slovak republic, katarina.janoskova@fpe
das.uniza.sk
3
Professor, PhD., Engineer, University of Zilina, Zilina, Slovak republic, tomas.kliestik@
fpedas.uniza.sk
Pavol Kral, Katarina Janoskova, Tomas Kliestik (2018). Key determinants of the public
transport user’s satisfaction. Administratie si Management Public, (31), pp. 36-51, DOI:
10.24818/amp/2018.31-03
Key determinants of the public transport user’s satisfaction
ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018 37
Examining the competitiveness of public transport plays an important role
because through public transport, the transport of passengers to schools, public
healthcare establishments and work is ensured. In addition, transportation for
vulnerable groups of passengers (students, seniors) is provided. On the other hand,
public transport constitutes a financial burden on public budgets (Poliak et al.,
2017). Customer satisfaction can be defined as a difference between customer
expectations and their perception of a service as provided by a transport company.
For the transport company to achieve customer satisfaction, it is necessary to
understand customer’s expectations in the first place, such expectations may be
either explicit or implicit. The way how the transport company understands
customer satisfaction forms the base of transport services, followed by planning
and execution. The scope of execution of transport service is perceived by
customers and their expectations. They define the customer satisfaction level. It is
necessary to differentiate between the transport company’s view of quality of
provided service and customer’s perception of quality of the provided service as
well as other organizational aspects since this is the second aspect determining
customer satisfaction.
If the transport company strives to increase the value of its transport
services, it has the following possibilities:
1. Increasing of benefit of a transport service while maintaining constant
level of expenses
2. Reduction of expenses related to use of a transport service while
maintaining constant level of benefits
3. Increasing of benefits while reducing transport service expenses
4. Faster increase of benefits and slower increase of transport service
expenses
5. Reduction of benefits going hand in hand with significant reduction of
transport service expenses
For a potential passenger in the suburban transport segment, there are
several possibilities available to meet his/her transport needs. The decision
regarding selection of type of transport is based on aspects (criteria) being
considered as relevant in aspiration to get the highest possible value. The offer gets
more successful with higher value and satisfaction provided by the service to a
passenger. From the available types of transport (transport services), the passenger
chooses the one of which he/she is certain to provide the highest value.
To know the public transport customers (potential customers) feedback, it
is possible to apply several methodological approaches being distinct by
complexity of execution, financial demands, staffing, etc. After evaluation of
decisive aspects, determination of information needs, in this case, to gain primary
data, the method of questioning was selected.
Key determinants of the public transport user’s satisfaction
38 ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018
1. Literature Review
In the professional literature, there is an amount of studies regarding public
transport user perceptions about the different transportation service aspects or
performance measurement by indicators.
Under the term of satisfaction of the passenger requirements we understand
the perceiving and understanding of customer expectations that have been fulfilled
by services provided by transport company (Shen et al., 2016). Customer
satisfaction is a really difficult indicator to be measured. Customer dissatisfaction
can be measured only by his/her utterance and expressions (Paliderova, 2014;
Kliestikova et. al., 2017; Kyzenko et. al., 2017).
The degree of customer satisfaction can only be estimated. Service quality
can be evaluated by considering customer perceptions and expectations, or by a
range of simple disaggregate performance measures which can be used for
measuring the ability of the company to offer services that meet customer
expectations (Transportation Research Board, 1999). Customer satisfaction is a key
factor for the successful long-term survival of any company in the market and
equally it can be seen as a competitive advantage. Therefore, it is necessary for the
company to regularly monitor customer satisfaction. The importance of customer
satisfaction is generally known and accepted fact needed for the long term success
of the company in the current market environment. Currently, the customer has a
choice from a number of competitive choices (De Gregorio Hurtado, 2017;
Enderstein, 2017; Michailidou, 2017) for almost every purchase decision. So for
the company it is no longer enough to offer only quality products and passively
wait for the customers. It must do much more. The company must obtain its
customers and then retain through a wide range of additional services, its approach
and actions in every moment of cooperation between them (Cygler & Sroka, 2017;
Gorb, 2017; Kasych & Vochozka, 2017).
Passengers evaluate services in many ways that may not be systematically
associated with the amount of use of the service, because the measures of
efficiency and effectiveness, as aggregate indicators of total output, implicitly
assume homogeneity of service quality (Hensher, 2007). Adopting subjective
indicators for measuring service quality allows considering only the customer
requirements; on the contrary, considering also objective measures may be helpful
in a way to meet not habitual users’ needs or attract new users (Eboli & Mazzulla,
2011). It should be added that many transport experts consider the customer’s
point of view the most relevant for evaluating transport performance. For example,
Berry et al. (1990) argues that “customers are the sole judge of service quality”.
Passengers’ point of view is fundamental for evaluating transport service quality
because they are the real consumers of the services and for this reason they can be
considered the most suitable judges of the services. Transport services are
characterized by various aspects, since users have different perceptions of the
service aspects and factors affecting each aspect. The heterogeneity of these
Key determinants of the public transport user’s satisfaction
ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018 39
perceptions is due to the qualitative nature of some aspects characterizing the
services, different attitudes of the users towards the use of transport services,
different ways in which the users understand the service aspects, user
socioeconomic characteristics and tastes (Eboli & Mazzulla, 2011; Stonkute et. al.,
2018; Zhuravleva, 2017).
Li (2011) takes the view, that the measurement of quality is a little bit
harder in the field of transport. We must consider the objective and subjective
criterions. The objective criterions represent the data about the real outputs from
transport services as the fact if the service or transport was done or not, if there was
a delay, etc. The other so called subjective criterions are state by the passenger and
also evaluated by them. Here only passenger states of such kind of transport service
is adequate for his or her needs.
Sometimes can be the satisfaction with quality from the passenger point of
view very subjective. This is sometimes very hard to measure, but the passenger
opinion matters. Other criterions that can be measure very strictly are objective
related to the transport service performance. The mix of these criterions can be
useful for feedback for transport company. This can be also important for transport
company in order to enhance the quality in public transport service (Gogolova &
Gologa, 2016; Lukasik et. al., 2017; Mece, 2017; Moravcikova et. al., 2017). The
customers’ number increases with the increasing customer satisfaction. One of
customers’ satisfaction parts is the company’s stability which is guaranteed by
management system. The introduction of quality management systems in transport
companies according to the expert can be expected 10-15% indicators increase
such as management efficiency, clients’ satisfaction, achieving their objectives,
processes indicators achieving (Ginavičienė et al., 2016). Iseki & Taylor (2008)
examined transport users’ perceptions of the quality of service and infrastructure at
bus stops and train stations around metropolitan Los Angeles. In this study, an
importance–satisfaction analysis was effected to examine which stop and station
attributes matter most in transit users’ experience. It can be recommended to the
management of public transport service to improve logistic factors of transport
such as number of vehicles, frequency and service continuity to attract more
passengers. The management has to keep in mind that passenger has to feel
comfortable and well-informed during travelling (Pawlasova, 2015).
Friman (2004) examined whether quality improvements have effects on
satisfaction with public transport services and frequency of perceived negative
critical incidents. Respondents evaluated transportation services by checking a
nine-point scale. The most important finding of the study is that the satisfaction
people experience when using public transport services is influenced by quality
improvements only to a limited extent. Beirão & Sarsfield-Cabral (2007) propose a
qualitative study of public transport users and user of individual transport in order
to obtain a deeper understanding of travelers’ attitudes towards transport and to
explore perceptions of public transport users. 24 in-depth interviews were
addressed to regular and occasional users of public transport and user of individual
transport. This qualitative study highlighted some key factors influencing mode
Key determinants of the public transport user’s satisfaction
40 ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018
choice. In fact, the key findings indicate that in order to increase public transport
usage, the service should be designed in a way that accommodates the levels of
service required by customers and by doing so attract potential users. (Nica et. al.,
2017; Popescu Ljungholm, 2017a; Popp et. al., 2018; Sadaf et. al., 2018)
In the last years the levels of mobility have increased substantially in all
European countries. Most people are now highly dependent on car travel (Anable,
2005). In general, the car is the most attractive mode of transport. Convenience,
speed, comfort and individual freedom are well-known arguments (Hagman, 2003;
Jensen, 1999). So it is necessary to promote activities that can reduce individual
transport dependence as well as the need for driving, by providing alternatives to
driving. Such activities might involve an improvement in the public transport
service and promoting a shift to slower modes such as cycling or walking.
Furthermore, it is necessary to promote measures to reduce the attractiveness of car
use (Gärling & Schuitema, 2007). Policies which aim at increasing public transport
usage should promote its image, but at the same time, public transport systems
need to become more market-oriented and competitive. This requires an
improvement in service quality, which can only be achieved by a clear
understanding of travel behaviour and consumer needs and expectations.
Therefore, it becomes essential to measure the level of service in order to identify
the potential strengths and weaknesses of public systems. This can provide clues to
public transport management in the process of evaluating alternative service
improvements aimed at enhancing user satisfaction and increasing market share.
The choice of transport is influenced by several factors such as the individual’s
characteristics and lifestyle, the type of journey, the perceived service performance
of each transport mode and situational variables. The key findings indicate that in
order to increase public transport usage, the service should be designed in a way
that accommodates the levels of service required by customers and by doing so
attract potential users. (Beirão & Sarsfield-Cabral, 2007). Jensen (1999) conducted
30 in-depth interviews and identified six mobility types based on behaviour and
attitudes: the passionate car drivers, the daily life car drivers, the leisure time car
drivers, the cyclists/public transport users of heart, the cyclists/public transport
users of convenience and the cyclists/public transport users of necessity. The
results of study points out that one strategy alone is not sufficient to change the
transport behaviour of the population in general. Also, she stated that the expansion
and improvement of the public transport system is not going to make car users in
general change from driving a car to using public transport.
2. Methodology
The executed survey was used to examine the key aspects of customer
satisfaction with services provided by SAD Žilina transport company together with
search for new solutions to increase attractivity of transport services to eliminate
decrease and, at best, provide increase of transport performance.
Key determinants of the public transport user’s satisfaction
ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018 41
The goal of the survey was to understand benefits to passengers (potential
passengers) from using the transport services provided by SAD Žilina. In case the
transport company would like to influence passenger decision-making regarding
the selection of transport in the suburban transport segment to meet his/her needs, it
is necessary to find and understand determinants contributing to creation of value
of the transport service. If the parameters of values perceived by the customer are
known, we can provide a better offer by applying the marketing mix tools
including such values.
At the same time, the survey focused to evaluation of quality of travelling -
hygienic aspect (micro climate, comfort, etc.), organizational aspect (speed,
reliability, etc.) and operating aspect (services). The following partial goals of the
survey were related to the aforesaid:
- Evaluation of reaction of a loyal customer regarding the existing
transport service
- Determination of reasons for losing customers and reasons of
impossibility to attract new customers
- Determination of solutions that could lead to attracting new customers.
Distribution of a questionnaire and data collection took place from 13
November 2017 until 1 December 2017. The target group included inhabitants of
the Žilina Self-governing Region (districts of Žilina, Martin, Čadca, Kysucké Nové
Mesto, Bytča, Turčianske Teplice) covered by transport services provided by SAD
Žilina. The target group was specifically divided into 2 strategic, mutually
exclusive groups, with a separate questionnaire for each group.
1. Current customers of SAD Žilina (regular users of public bus transport)
2. Potential customers of SAD Žilina (users of individual transport or
other types of public transport respectively)
By creating 2 different questionnaires, we eliminated structuring of a
possible single questionnaire for both categories of respondents that would increase
its complexity, extent as well as possibility of logical mistakes made by a
respondent.
When determining the size of a sample, we took into account the size of
the basic statistical data set (number of inhabitants of the region: 424,067
inhabitants as of 2016, according to the Statistical Office of the Slovak Republic) at
the selected confidence interval of 5% and confidence level of 95%, expressing the
level of certainty regarding responses. Due to the size of basic set and selected
criteria, the required size of respondent sample was quantified at 384
questionnaires. The selected sample size of the executed survey is 3,205 of
complete and correctly filled questionnaires, i.e. at the 95% confidence level, the
confidence interval was at 1.72%. This fact represents 95% certainty that if the
same questions would be provided to the whole population of the selected region,
their answers would be ±1.72% identical to answers of respondents of the sample
set. Upon the aforesaid we can state say that results of the survey are of an
extremely high evidential value, since the reference value of the sampling set was
8.34 times higher.
Key determinants of the public transport user’s satisfaction
42 ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018
The method of distribution of the questionnaire was via Slovenská pošta,
a.s. in case of printed form and electronically by using links at selected servers and
portals. After completion of the questionnaire collection and distribution stage,
there were 3,673 printed copies and 1,079 electronic copies of the questionnaire
available. Due to incomplete, duplicate or logically incorrect filling of printed
questionnaires failing to meet the acceptance criteria, 1,547 questionnaires were
excluded. In such way, we eliminated also questionnaires failing to provide true
information and they may not be considered as trustable sources for evaluation of
survey and formulation of conclusions. The filtered database included
3,205 questionnaires, they were subject to further processing and analysis.
The survey included the whole region covered by SAD Žilina. The survey
included inhabitants of 203 towns, villages and boroughs of the region in question.
In all 6 districts served by SAD Žilina, the recommended number of respondents
was exceeded, i.e. from the point of statistical importance and evidential value, it is
possible to say that the survey was successful (see Table 1). Moreover, we
achieved balance of sample size when it comes to number of inhabitants for
particular districts.
Table 1. Yield of selected statistical data set by districts
District
Basic statistical data
set/Number of inhabitants
(as of 30 June 2016)
Recommended
number of
respondents
Selection statistical data set
(size of sample)/number of
questionnaires
person
%
pcs
pcs
%
Žilina
156,618
36.93
142
1,258
39.25
Martin
96,742
22.81
88
498
15.54
Čadca
90,849
21.42
82
781
24.37
Kysucké Nové Mesto
33,075
7.80
30
284
8.86
Bytča
30,712
7.24
28
271
8.46
Turčianske Teplice
16,071
3.79
15
113
3.53
TOTAL
424,067
100
384
3,205
100
(Source: Authors’ results, 2018)
3. Empirical results and discussion
3.1. Overall results of the survey
Evaluation of the data and interpretation of results of the survey took place
at the following levels:
1. Overall (cumulative) evaluation of response rates recorded in
questionnaires for current as well as potential bus transport users.
2. Independent evaluation of response rates recorded in questionnaires
filled by current bus transport users.
3. Comparative evaluation of response rates recorded by regular and
occasional bus transport users.
Key determinants of the public transport user’s satisfaction
ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018 43
4. Independent evaluation of response rates recorded in questionnaires
filled by potential bus transport users.
5. Independent evaluation of response rates by regular bus transport users.
6. Comparison of answers of respondents with permanent address in
towns and villages included in the railway and bus transport to selected
questions (questionnaires of both versions).
7. Mathematical and statistical assessment of dependences between
selected factors (quantitative and qualitative characteristics gained by
answers of respondents).
Due to the scope of survey and depth of processing of acquired data, it is
not possible to present all findings within this contribution. From the point of
socio-demographic data of respondents, the following data was evaluated: sex, age,
economical status, highest education, net monthly income, permanent address
(district, town/village), number of persons living in one household and number of
passenger cars used within one household. When it comes to classification
according to sex of respondents, the majority of respondents were females (2,078;
64.8%). When it comes to classification according to age, the majority of
respondents were aged within the range of 27-64 (1,718; 53.6%). The age intervals
reflected current offer of services by SAD Žilina in relation to its customers,
mainly regarding provision of benefits within the pricing policy. Since the
respondents in the group have regular income and make decisions regarding the
structure of their expenses, they may be considered as significant group of
customers. At the same time, this group of customers pays the full price and
decides what kind of transport the other family members would use. The most
dominant economic status of respondents was the status of an employed person
(1,537; 48.0%). From the point of the highest education, the majority of
respondents had secondary education (1,246; 38.9%). Despite the fact that question
regarding net monthly income was not compulsory, as many as 1,605 respondents
(50.1%) were willing to provide an answer. Within the survey, the net monthly
income of majority of respondents was up to 600 Euro (32.3%). The majority of
respondents live in a household of 4 persons (1,220; 38.1%). From the point of
demographics development in Slovakia, this is a standard household. The largest
number of households within the survey uses one passenger vehicle (1,530;
47.7%). However, there are a significant number of households with two passenger
vehicles (1,043; 32.5%). Only 11% of respondents stated they had no passenger
vehicle in the household at all. The average number of vehicles per household was
calculated to 1.42 vehicles, with a high value of standard deviation at 0.903.
3.2. Hypothesis testing
The acquired primary data enabled us to carry out the formulated statistical
hypothesis test with the goal to identify mutual causations between the selected
socio-demographic characteristics of respondents and their opinions regarding
transport services or their behaviour respectively. The analysis and processing of
Key determinants of the public transport user’s satisfaction
44 ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018
primary data of the survey in this form provides new facts that have not been
evaluated yet.
H0: There is no relation between the number of persons living in one household
and number of passenger vehicles used.
H1: There is a relation between the number of persons living in one household and
number of passenger vehicles used.
The verification of the H0 hypothesis was carried out using the Chi-Square
test of independence between the number of passenger vehicles and number of
persons living in one household (ordinal variables getting categorical values,
however, such values are arrange able and deductible). Due to meeting the
conditions for application of the test (the minimum theoretical rate), it was
necessary to integrate the number of passenger vehicles category from the value of
3 and more; at the same time, it was necessary to integrate the number of persons
living in one household category from the value of 8 and more (see Table 2).
Table 2. Integrated test categories - determined respondent answer rates
Number of persons living in a household
1
2
3
4
5
6
7
8+
Total
Number of
vehicles
0
49
70
60
93
39
24
11
7
353
1
32
141
266
597
308
119
50
17
1,530
2
2
28
143
454
251
122
28
15
1,043
3+
1
4
21
76
81
47
24
25
279
Total
84
243
490
1,220
679
312
113
64
3,205
(Source: Authors’ results, 2018)
In column Asymp. Sig. (2-sided) of Table 3, there is the resulting p-value
of test of independence of number of persons living in one household and number
of passenger vehicles. Based on the p-value we reject the H0 hypothesis regarding
independence of attributes and accept the alternative H1 hypothesis, i.e. the
attributes are dependent.
Table 3. Chi-Square Tests 1
Value
df
Asymp. Sig.
(2-sided)
Pearson Chi-Square
527.327
21
0.000
Likelihood Ratio
425.743
21
0.000
Linear-by-Linear Association
262.670
1
0.000
N of Valid Cases
3,205
(Source: Authors’ results, 2018)
Table 4 includes correlation coefficients (associations) between number of
people living in one household and number of passenger vehicles used in one
household. Upon quantified values of association coefficients, we can say it is a
moderate direct correlation, i.e. the higher the number of persons living in one
Key determinants of the public transport user’s satisfaction
ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018 45
household, the higher the number of passenger vehicles. The association coefficient
significance test, showing causality between the monitored attributes upon p-value,
i.e. correlation between attributes is moderate (low) but significant (systematic),
confirming it is not an accidental occurrence.
Table 4. Directional Measures 1
Value
Asymp. Std.
Errora
Approx. Tb
Approx.
Sig.
Ordinal by
Ordinal
Somers' d
Symmetric
0.226
0.015
14.720
0.000
Number of vehicles
Dependent
0.208
0.014
14.720
0.000
Number of members
Dependent
0.247
0.016
14.720
0.000
a. Not assuming the null hypothesis.
b. Using the asymptotic standard error assuming the null hypothesis.
(Source: Authors’ results, 2018)
Within the dependency testing, the goal was to determine the number of people
living in one household for which there is increase of number of passenger
vehicles to 2 and more. The created linear regression model enables mathematical
expression of dependency of such relation.
The R Square value in Table 5 is a determination coefficient, expressing the
regression model quality, i.e. the percentage of number of passenger vehicles
variable variability is captured by such model. From this point of view, the
presented model is not totally suitable since the R Square value is only 8.9%.
Table 5. Model Summary
Model
R
R Square
Adjusted R
Square
Std. Error of the
Estimate
1
0.298a
0.089
0.089
0.862
a. Predictors: (Constant), number of persons
(Source: Authors’ results, 2018)
Table 6 shows results of the regression model significance test. Sig. is the
p-value of the regression model significance test as a whole. Upon this criterion,
the created model, as a whole, is statistically significant.
Table 6. ANOVAb – significance test
Model
Sum of Squares
df
Mean Square
F
Sig.
1
Regression
232.119
1
232.119
312.625
0.000a
Residual
2378.173
3203
0.742
Total
2610.291
3204
a. Predictors: (Constant), number of persons
b. Dependent Variable: number of vehicles
(Source: Authors’ results, 2018)
Key determinants of the public transport user’s satisfaction
46 ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018
Table 7 shows p-value of significance test of particular regression
coefficients. It is the value confirming statistical significance of both regression
coefficients listed in Column B.
Table 7. Coefficientsa
Model
Unstandardized Coefficients
Standardized
Coefficients
t
Sig.
B
Std. Error
Beta
1
(Constant)
0.652
0.046
14.099
0.000
Number of
persons
0.182
0.010
0.298
17.681
0.000
a. Dependent Variable: Number of Vehicles
(Source: Authors’ results, 2018)
The sought for dependency between the number of vehicles in a household and
number of people is as follows: (1)
where:
Q - Number of vehicles used in a household
c - Number of people living in a household
The next test was carried out with a goal to evaluate the effect of
respondent’s age to frequency of using the suburban bus transport
(regular/occasional user, non-user). From the point of all socio-demographic data
subject to survey, the age is the decisive variable having the greatest influence to
preference of public transport. The statistical hypothesis subject to testing was
formulated as follows:
H0: There is no dependency between the intensity of suburban bus transport usage
and respondent’s age.
H1: There is a dependency between the intensity of suburban bus transport usage
and respondent’s age.
For testing of the hypothesis, we used analogical method of Chi-Square test.
Table 8 shows number of answers by respondents to the question of bus transport
usage intensity, taking into account age categories selected in such way to reflect the
currently applied price differentiation of the operator according to the passenger’s age.
Table 8. Number of responses to the question related to bus transport usage intensity
Bus transport usage
Total
Not using
Regularly
Occasionally
Age
Up to 14 years of age
6
266
183
455
Up to 26 years of age
43
412
213
668
Up to 64 years of age
50
483
514
1,047
Up to 69 years of age
1
17
18
36
Over 70 years of age
3
15
12
30
Key determinants of the public transport user’s satisfaction
ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018 47
Bus transport usage
Total
Not using
Regularly
Occasionally
Age
Up to 14 years of age
6
266
183
455
Up to 26 years of age
43
412
213
668
Up to 64 years of age
50
483
514
1,047
Up to 69 years of age
1
17
18
36
Over 70 years of age
3
15
12
30
Total
103
1,193
940
2,236
(Source: Authors’ results, 2018)
Less than 20% of theoretical occurrences are below 5, i.e. the test condition has
been met. Upon the p-value of Chi-Square independence test (Table 9), the H0
hypothesis regarding the attribute independence is excluded, i.e. the alternative
hypothesis stating that respondent’s age and suburban bus transport usage intensity
are dependent values is accepted.
Table 9. Chi-Square Tests 2
Value
df
Asymp. Sig.(2-
sided)
Pearson Chi-Square
68.908a
8
0.000
Likelihood Ratio
73.024
8
0.000
N of Valid Cases
2,236
a. 2 cells (13.3%) have expected count less than 5. The minimum expected count is 1.38.
(Source: Authors’ results, 2018)
Upon the executed tests and contingency coefficient values (Tables 10 and
11) we can confirm that there is a moderate direct dependency between the
evaluated variables (respondent’s age and suburban bus transport usage intensity),
being statistically significant.
Table 10. Directional Measures 2
Value
Asymp. Std.
Errora
Approx. Tb
Approx. Sig.
Ordinal by
Ordinal
Somers' d
Symmetric
0.082
0.019
4.280
0.000
age Dependent
0.091
0.021
4.280
0.000
bus Dependent
0.075
0.018
4.280
0.000
a. Not assuming the null hypothesis.
b. Using the asymptotic standard error assuming the null hypothesis.
(Source: Authors’ results, 2018)
Table 11. Symmetric Measures
Value
Asymp. Std.
Errora
Approx. Tb
Approx. Sig.
Ordinal by
Ordinal
Kendall's tau-b
0.082
0.019
4.280
0.000
Kendall's tau-c
0.073
0.017
4.280
0.000
Gamma
0.139
0.032
4.280
0.000
N of Valid Cases
2236
a. Not assuming the null hypothesis.
b. Using the asymptotic standard error assuming the null hypothesis.
Key determinants of the public transport user’s satisfaction
48 ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018
(Source: Authors’ results, 2018)
Respondents aged 15-26 are more likely to use the suburban bus transport
regularly. To the contrary, the respondents aged 27-64 are more or less occasional
users.
4. Conclusions
One of the most current threats for transport companies is a long-term
decline of performances, mostly shifting towards the individual vehicle transport
instead. Attracting new customers is extremely difficult and limited. The results of
the survey also prove it; portion of respondents regularly preferring using
individual transport stated there was no reason whatsoever to persuade them to use
the public transport. Persons using bus transport occasionally or regular users of
railway transport are more significant group of potential customers. Therefore, it is
necessary to focus to such strategic groups and apply the marketing mix tools that
would enable to prepare an alternative offer for the potential customers,
comparable with the currently preferred type of transport. The survey and
processing of results yielded a large volume of valuable data, direct feedback of
customers including verification of the existing assumptions. Among other things,
the statistical hypothesis test approved that increase of people living in one
household goes hand in hand with increase of passenger vehicles. From the point of
demographic characteristics, the age is a significant variable having impact to
intensity of use of the suburban bus transport. On the other hand, sex has no
significance whatsoever. Increasing level of education and net monthly income of
respondents is reflected in decrease of regularity of using the suburban bus
transport.
If the providers of public transport would like to eliminate the long-term
drop of performance, they have to come up with an offer respecting the passenger
requirements. That is possible by provision of marketing-oriented management
based on regular monitoring of ever changing customer behaviour (Campbell et al.,
2017; Popescu Ljungholm, 2017b) and knowing his/her requirements. Thinking of
people, their preferences and life style also play a significant role, all of them being
aspects very difficult to influence.
Acknowledgement
This research was financially supported by the Slovak Research and Development
Agency – Grant No. APVV-15-0505: Integrated model of management support for
building and managing the brand value in the specific conditions of the Slovak
Republic.
Key determinants of the public transport user’s satisfaction
ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018 49
References
Anable, J. (2005). ‘Complacent car addicts’ or ‘aspiring environmentalists’?
Identifying travel behaviour segments using attitude theory. Transport
Policy 12(1), 65–78. DOI: 10.1016/j.tranpol.2004.11.004
Beirão, G. & Sarsfield-Cabra, J.A. (2007). Understanding attitudes towards public
transport and private car: a qualitative study. Transport Policy 14(6),
478-489. DOI: 10.1016/j.tranpol.2007.04.009
Berry, L. L., Zeithaml, V. A. & Parasuraman, A. (1990). Five imperatives for
improving service quality Sloan Management Review Summer, 31(4), 29-
38.
Campbell, J., Ross, S. & Thomson, E. (2017). Recession and recovery in Scotland:
The impact on women’s labor market participation beyond the headline
statistics, Journal of Research in Gender Studies, 7(1), 123-136.
Cygler, J.; Sroka, W. (2017). Coopetition Disadvantages: The Case of the High
Tech Companies, Inzinerine Ekonomika-Engineering Economics, 28(5),
494-504.
De Gregorio Hurtado, S. (2017), A critical approach to EU urban policy from the
viewpoint of gender, Journal of Research in Gender Studies, 7(1), 200-217.
Enderstein, A. (2017). European identity and gender equality policies: Shaping the
practice of gender expertise, Journal of Research in Gender Studies, 7(2),
109-135.
Friman, M. (2004). Implementing quality improvements in public transport.
Journal of Public Transportation, 7(4), 49-65.
Gärling, T. & Schuitema, G. (2007). Travel demand management targeting reduced
private car use: effectiveness, public acceptability and political feasibility.
Journal of Social Issues 63(1), 139–153. DOI: 10.1111/j.1540-
4560.2007.00500.x
Ginavičienė, J., Sprogytė, I. & Strazdienė, R. (2016). Advantage of Lithuanian
Transport Companies Used the Quality Management Systems. Transport
Means - Proceedings of the International Conference, 975-980.
Gogolova, M. & Gologa, M. (2016). The Survey of Passenger Quality Satisfaction
in Regional Bus Transport. Transport Means - Proceedings of the
International Conference, 575-578.
Gorb, O. (2017), Development of complex approach to defining the notion
“sustainable development of rural territories, Forum Scientiae Oeconomia,
5(2), 87-99.
Hagman, O. (2003). Mobilizing meanings of mobility: car users’ constructions of
the goods and bads of car use. Transportation Research Part D, 8(1), 1-9.
DOI: 10.1016/S1361-9209(02)00014-7
Hensher, D. A. (2007). Bus Transport: Economics, Policy, and Planning. JAI
Press, NY, Vol. 18, 1-507.
Key determinants of the public transport user’s satisfaction
50 ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018
Iseki, H. & Taylor, B.D. (2008). Style versus service? An analysis of user
perceptions of transit stops and stations in Los Angeles. Proceedings of the
87th Annual Meeting of the TRB. Washington, DC, January, 13-17.
Jensen, M. (1999). Passion and heart in transport - a sociological analysis on
transport behaviour. Transport Policy, 6 (1), 19-33.
Kasych, A., Vochozka, M. (2017). Theoretical and methodical principles of
managing enterprise sustainable development, Marketing and Management
of Innovations, 2, 298-305.
Kliestikova, J., Misankova, M., Kliestik, T. (2017). Bankruptcy in Slovakia:
international comparison of the creditor´s position. Oeconomia
Copernicana, 8(2), 221-237.
Kyzenko, O., Hrebeshkova, O., Grebeshkov, O. (2017), Business intelligence in
the economic management of organization, Forum Scientiae Oeconomia,
5(2), 15-27.
Laura Eboli, L. & Mazzulla, G. (2011). A methodology for evaluating transit
service quality based on subjective and objective measures from the
passenger’s point of view. Transport Policy 18(1), 172-181. DOI:
10.1016/j.tranpol.2010.07.007
Li W.J. (2011). Evaluation of service quality and satisfaction of urban rail transit.
China Railway Publishing House, Beijing.
Lukasik, Z., Kusminska-Fijalkowska, A., Kozyra, J., Olszanska, S. (2017).
Evolution of costs in the activity of a transport company operating within
the European union, Ekonomicko-manazerske spektrum, 11(2), 53-63.
Mece, M.H. (2017). Living in uncertainty: resurgence of blood feud in Albanian
post-socialist society and its consequences on children and young adults,
Contemporary Readings in Law and Social Justice, 9(2), 28-38.
Michailidou, A. (2017). Feminine cities: New Orleans in the work of John Gregory
Brown, Journal of Research in Gender Studies, 7(2), 11-26.
Moravcikova, D., Krizanova, A., Kliestikova, J., Rypakova, M. (2017). Green
marketing as the source of the competitive advantage of the business,
Sustainability, 9(12), art.no. 2218.
Nica, E., Comanescu, M., Manole, C. (2017). Digital reputation and economic trust
in the knowledge labor market, Journal of Self-Governance and
Management Economics, 5(3), 83-88.
Paliderova, M. (2014). Railway transport service quality: a factor of
competitiveness and profitability of the transport firm. Transport Means -
Proceedings of the International Conference, 20-23.
Pawlasova, P. (2015). The factors influencing satisfaction with public city
transport: A structural equation modeling approach. Journal of
Competitiveness, 7(4), 18-32. DOI: 10.7441/joc.2015.04.02
Poliak, M., Poliakova, A., Mrnikova, M. et al. (2017). The Competitiveness of
Public Transport. Journal of Competitiveness, 9(3), 81-97.
Popescu Ljungholm, D. (2017a). Global Policy Mechanisms, Intergovernmental
Power Politics, and Democratic Decision-Making Modes of Transnational
Key determinants of the public transport user’s satisfaction
ADMINISTRAȚIE ȘI MANAGEMENT PUBLIC • 31/2018 51
Public Administration, Geopolitics, History, and International Relations,
9(2), 199-205.
Popescu Ljungholm, D. (2017b). Feminist institutionalism revisited: The gendered
features of the norms, rules, and routines operating within institutions,
Journal of Research in Gender Studies, 7(1), 248-254.
Popp, J., Kot, S., Lakner, Z., Olah J. (2018), Biofuel use: Peculiarities and
implications, Journal of Security and Sustainability Issues, 7(3), 477-493.
Sadaf, R., Olah, J., Popp, J., Mate, D. (2018), An investigation of the influence of
the worldwide governance and competitiveness on accounting fraud cases:
A cross-country perspective, Sustainability, 10: ar. no: 588.
Shen, W., Xiao, W. & Wang, X. (2016). Passenger satisfaction evaluation model
for Urban rail transit: A structural equation modeling based on partial least
squares. Transport Policy, 46, Elsevier, 20-31.
Stonkute, E., Vveinhardt, J., Sroka, W. (2018). Training the CSR Sensitive Mind-
Set: The Integration of CSR into the Training of Business Administration
Professionals. Sustainability, 10(3), art. no. 754.
Transportation Research Board. (1999). A Handbook for Measuring Customer
Satisfaction and Service Quality. TCRP Report 47 , National Academy
Press, Washington, DC.
Zhuravleva, N.A. (2017). Managerial challenges in Russian railways privatization
and restructuring in the context of integration into global transport systems,
Ekonomicko-manazerske spektrum, 11(2), 122-133.
