Abstract
Studies on the quality of service thrive to quantify passenger satisfaction of public transport services which is a key factor in how these services are used. Service quality evaluation is performed by means of objective and subjective approaches. Considering that people are attracted to public transport services based on their own perception, subjective approaches are utilized to capture user judgment. However, there are various subjective approaches in the literature to model service quality in which different lists of factors and model structures are identified. This paper aims to test the spatial transferability of these approaches at various levels. All the adopted approaches are based on a Structural Equation Model (SEM) to evaluate the relationship between perceived service quality and customer satisfaction. First a synthesis of the literature on model transferability is presented to compare these approaches in terms of model characteristics (structural equivalence) and parameter values (measurement equivalence). Three classes of model characteristics, including six distinct SEM structures in total, are tested to identify the factors affecting service quality: (1) recommendations of previously published models from the literature, (2) established customer satisfaction theories, and (3) adopting an exploratory approach and developing it based on the previous two approaches and the nature of locally collected data. Tehran Metro Line 3, which is a heavy urban rail mode, is used as a case study. The dataset consists of three hundred validated responses collected through a customer satisfaction survey. The results indicate that model characteristics are not transferable to this case study (i.e., none of the SEM structures from previous studies were directly transferable). The best model is developed when the entire modeling procedure is repeated using a wide range of affecting factors and gradually narrowing them down through model development. The final model comprises four latent variables, namely major services, comfort, security, and minor services, the first two of which have the largest effect on service quality.
Similar content being viewed by others
References
Abenoza RF, Cats O, Susilo YO (2017) Travel satisfaction with public transport: determinants, user classes, regional disparities and their evolution. Transp Res Part A Policy Pract 95:64–84. https://doi.org/10.1016/j.tra.2016.11.011
Agyemang-Duah K, Hall FL (1997) Spatial transferability of an ordered response model of trip generation. Transp Res Part A Policy Pract 31:389–402. https://doi.org/10.1016/S0965-8564(96)00035-3
Akaike H (1987) Factor analysis and AIC. Psychometrika 52:317–332. https://doi.org/10.1007/978-1-4612-1694-0_29
Arbuckle JL, Wothke W (1999) Amos 4.0 user’s guide. SmallWaters Corporation, Chicago
Atherton TJ, Ben-Akiva M (1976) Transferability and updating of disaggregate travel demand models. In: Paper presented at the Transportation Research Board 55th annual meeting, Washington D.C., January 1976
Atlas of Tehran metropolis (2011) Municipality of Tehran. http://www.irancarto.cnrs.fr. Accessed 05 June 2018
Aydin N, Celik E, Gumus AT (2015) A hierarchical customer satisfaction framework for evaluating rail transit systems of Istanbul. Transp Res Part A Policy Pract 77:61–81. https://doi.org/10.1016/j.tra.2015.03.029
Bagozzi RP, Yi Y (1988) On the evaluation of structural equation models. J Acad Mark Sci 16:74–94. https://doi.org/10.1007/BF02723327
Ben-Akiva M, Bolduc D (1987) Approaches to model transferability and updating: the combined transfer estimator. Transp Res Rec J Transp Res Board 1139:1–7
Berry JW, Berry JW, Poortinga YH, Segall MH, Dasen PR (2002) Cross-cultural psychology: research and applications. Cambridge University Press, New York
Boisjoly G, Grisé E, Maguire M, Veillette M-P, Deboosere R, Berrebi E, El-Geneidy A (2018) Invest in the ride: a 14 year longitudinal analysis of the determinants of public transport ridership in 25 North American cities. Transp Res Part A Policy Pract 116:434–445. https://doi.org/10.1016/j.tra.2018.07.005
Bollen KA (1989) A new incremental fit index for general structural equation models. Sociol Methods Res 17:303–316. https://doi.org/10.1177/0049124189017003004
Browne MW, Cudeck R (1993) Alternative ways of assessing model fit. In: Bollen KA, Long JS (eds) Testing structural equation models. Sage focus editions. Sage, pp 136–154
Byrne BM (2010) Testing for the factorial equivalence of instrument scores. Structural equation modeling with AMOS: basic concepts, applications, and programming, 2nd edn. Routledge, London, pp 197–230
Byrne BM (2015) Testing across nations and cultures: issues and complexities. Int J Bus Glob 14:170–186
Byrne BM (2016) Structural equation modeling with AMOS: basic concepts, applications, and programming, 3rd edn. Routledge, New York
Byrne BM, Van de Vijver FJ (2010) Testing for measurement and structural equivalence in large-scale cross-cultural studies: addressing the issue of nonequivalence. Int J Test 10:107–132. https://doi.org/10.1080/15305051003637306
Cao J, Cao X (2017) Comparing importance-performance analysis and three-factor theory in assessing rider satisfaction with transit. J Transp Land Use 10:65–82
Celik E, Aydin N, Gumus AT (2014) A multiattribute customer satisfaction evaluation approach for rail transit network: a real case study for Istanbul, Turkey. Transp Policy 36:283–293. https://doi.org/10.1016/j.tranpol.2014.09.005
CEN (2002) EN 13816—transportation—logistics and services—public passenger transport—service quality definition, targeting and measurement, Bratislava
Chen C-F (2008) Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: evidence from Taiwan. Transp Res Part A Policy Pract 42:709–717. https://doi.org/10.1016/j.tra.2008.01.007
Cheung GW, Rensvold RB (2002) Evaluating goodness-of-fit indexes for testing measurement invariance. Struct Equ Model 9:233–255. https://doi.org/10.1207/S15328007SEM0902_5
Chowdhury S, Hadas Y, Gonzalez VA, Schot B (2018) Public transport users’ and policy makers’ perceptions of integrated public transport systems. Transp Policy 61:75–83. https://doi.org/10.1016/j.tranpol.2017.10.001
de Oña J, de Oña R, Eboli L, Mazzulla G (2013) Perceived service quality in bus transit service: a structural equation approach. Transp Policy 29:219–226. https://doi.org/10.1016/j.tranpol.2013.07.001
de Oña R, Machado JL, de Oña J (2015) Perceived service quality, customer satisfaction, and behavioral intentions: structural equation model for the Metro of Seville, Spain. Transp Res Rec J Transp Res Board 2538:76–85. https://doi.org/10.3141/2538-09
Dell’Olio L, Ibeas A, Cecín P (2010) Modelling user perception of bus transit quality. Transp Policy 17:388–397. https://doi.org/10.1016/j.tranpol.2010.04.006
Duarte A, Garcia C, Giannarakis G, Limão S, Polydoropoulou A, Litinas N (2010) New approaches in transportation planning: happiness and transport economics. NETNOMICS Econ Res Electron Netw 11:5–32. https://doi.org/10.1007/s11066-009-9037-2
Eboli L, Mazzulla G (2007) Service quality attributes affecting customer satisfaction for bus transit. J Public Transp 10:21–34. https://doi.org/10.5038/2375-0901.10.3.2
Eboli L, Mazzulla G (2012) Structural equation modelling for analysing passengers’ perceptions about railway services. Procedia Soc Behav Sci 54:96–106. https://doi.org/10.1016/j.sbspro.2012.09.729
Eboli L, Mazzulla G (2015) Relationships between rail passengers’ satisfaction and service quality: a framework for identifying key service factors. Public Transp 7:185–201. https://doi.org/10.1007/s12469-014-0096-x
Eboli L, Forciniti C, Mazzulla G (2018) Formative and reflective measurement models for analysing transit service quality. Public Transp 10:107–127. https://doi.org/10.1007/s12469-017-0168-9
Figler SA, Sriraj P, Welch EW, Yavuz N (2011) Customer loyalty and Chicago, Illinois, transit authority buses: results from 2008 customer satisfaction survey. Transp Res Rec J Transp Res Board 2216:148–156. https://doi.org/10.3141/2216-16
Golob TF (2003) Structural equation modeling for travel behavior research. Transp Res Part B Methodol 37:1–25. https://doi.org/10.1016/S0191-2615(01)00046-7
Grisé E, El-Geneidy A (2017) Evaluating the relationship between socially (dis) advantaged neighbourhoods and customer satisfaction of bus service in London, UK. J Transp Geogr 58:166–175. https://doi.org/10.1016/j.jtrangeo.2016.11.016
Habib KMN, Kattan L, Islam MT (2011) Model of personal attitudes towards transit service quality. J Adv Transp 45:271–285. https://doi.org/10.1002/atr.106
Habibian M, Rezaei A (2017) Accounting for systematic heterogeneity across car commuters in response to multiple TDM policies: case study of Tehran. Transportation 44:681–700. https://doi.org/10.1007/s11116-015-9672-4
Hadiuzzaman M, Das T, Hasnat MM, Hossain S, Rafee Musabbir S (2017) Structural equation modeling of user satisfaction of bus transit service quality based on stated preferences and latent variables. Transp Plan Technol 40:257–277. https://doi.org/10.1080/03081060.2017.1283155
Haghighi NN, Liu XC, Wei R, Li W, Shao H (2018) Using Twitter data for transit performance assessment: a framework for evaluating transit riders’ opinions about quality of service. Public Transp 10:363–377. https://doi.org/10.1007/s12469-018-0184-4
Hair JF, Black WC, Babin BJ, Anderson RE (2009) Multivariate data analysis, 7th edn. Pearson Prentice Hall, Englewood Cliffs
Hansen S (1981) Pro cross-cultural transferability. In: New horizons in behavioural travel research. Lexington Books, Lexington
Hensher DA, Prioni P (2002) A service quality index for area-wide contract performance assessment. J Transp Econ Policy (JTEP) 36:93–113
Hensher DA, Mulley C, Yahya N (2010) Passenger experience with quality-enhanced bus service: the tyne and wear ‘superoute’services. Transportation 37:239–256. https://doi.org/10.1007/s11116-009-9240-x
Hui CH, Triandis HC (1985) Measurement in cross-cultural psychology: a review and comparison of strategies. J Cross-cult Psychol 16:131–152. https://doi.org/10.1177/0022002185016002001
Imaz A, Habib KMN, Shalaby A, Idris AO (2015) Investigating the factors affecting transit user loyalty. Public Transp 7:39–60. https://doi.org/10.1007/s12469-014-0088-x
Ingvardson JB, Nielsen OA (2019) The relationship between norms, satisfaction and public transport use: a comparison across six European cities using structural equation modelling. Transp Res Part A Policy Pract 126:37–57. https://doi.org/10.1016/j.tra.2019.05.016
Irfan SM, Kee DMH, Shahbaz S (2012) Service quality and rail transport in Pakistan: a passenger perspective. World Appl Sci J 18:361–369
Javid MA, Okamura T, Nakamura F, Tanaka S, Wang R (2016) People’s behavioral intentions towards public transport in Lahore: role of situational constraints, mobility restrictions and incentives. KSCE J Civ Eng 20:401–410. https://doi.org/10.1007/s12205-015-1123-4
Joewono TB, Kubota H (2007) User satisfaction with paratransit in competition with motorization in Indonesia: anticipation of future implications. Transportation 34:337–354. https://doi.org/10.1007/s11116-007-9119-7
Joewono TB, San Santoso D, Ningtyas DU (2012) The causal relationship of the service quality of the TransJakarta Busway. Public Transp 4:77–100. https://doi.org/10.1007/s12469-012-0053-5
Jöreskog KG (1970) A general method for estimating a linear structural equation system. ETS Res Rep Ser. https://doi.org/10.1002/j.2333-8504.1970.tb00783.x
Jöreskog KG, Sörbom D (1984) LISREL-VI user’s guide, 3rd edn, Mooresville
Karlaftis MG, Golias J, Papadimitriou E (2001) Transit quality as an integrated traffic management strategy: measuring perceived service. J Public Transp 4:27–44. https://doi.org/10.5038/2375-0901.4.1.2
Koppelman FS, Wilmot CG (1982) Transferability analysis of disaggregate choice models. Transp Res Rec J Transp Res Board 895:18–24
Lai W-T, Chen C-F (2011) Behavioral intentions of public transit passengers—the roles of service quality, perceived value, satisfaction and involvement. Transp Policy 18:318–325. https://doi.org/10.1016/j.tranpol.2010.09.003
Likert R (1932) A technique for the measurement of attitudes. Arch Psychol 22:1–55
Ma Z, Ferreira L, Mesbah M (2014) Measuring service reliability using automatic vehicle location data. Math Probl Eng 2014:1–12. https://doi.org/10.1155/2014/468563
Machado-León JL, de Oña R, Baouni T, de Oña J (2017) Railway transit services in Algiers: priority improvement actions based on users perceptions. Transp Policy 53:175–185. https://doi.org/10.1016/j.tranpol.2016.10.004
Malhotra NK, Ulgado FM, Agarwal J, Baalbaki IB (1994) International services marketing: a comparative evaluation of the dimensions of service quality between developed and developing countries. Int Mark Rev 11:5–15. https://doi.org/10.1108/02651339410061937
Marsh HW, Hocevar D (1985) Application of confirmatory factor analysis to the study of self-concept: first-and higher order factor models and their invariance across groups. Psychol Bull 97:562–582. https://doi.org/10.1037/0033-2909.97.3.562
Mesbah M, Lin J, Currie G (2015) “Weather” transit is reliable? Using AVL data to explore tram performance in Melbourne, Australia. J Traffic Transp Eng (Engl Ed) 2:125–135. https://doi.org/10.1016/j.jtte.2015.03.001
Minser J, Webb V (2010) Quantifying the benefits: application of customer loyalty modeling in public transportation context. Transp Res Rec J Transp Res Board 2144:111–120. https://doi.org/10.3141/2F2144-13
Morfoulaki M, Myrovali G, Kotoula K (2015) Increasing the attractiveness of public transport by investing in soft ICT based measures: going from words to actions under an austerity backdrop—Thessaloniki’s case, Greece. Res Transp Econ 51:40–48. https://doi.org/10.1016/j.retrec.2015.07.006
Mouwen A, Rietveld P (2013) Does competitive tendering improve customer satisfaction with public transport? A case study for the Netherlands. Transp Res Part A Policy Pract 51:29–45. https://doi.org/10.1016/j.tra.2013.03.002
Municipality Tehran (2016) An overview to Tehran Traffic Data. Deputy of Traffic and Transportation, Tehran
Nathanail E (2008) Measuring the quality of service for passengers on the Hellenic railways. Transp Res Part A Policy Pract 42:48–66. https://doi.org/10.1016/j.tra.2007.06.006
Oliver RL (2015) Satisfaction: a behavioral perspective on the consumer, 2nd edn. Routledge, New York
Parasuraman A, Zeithaml VA, Berry LL (1985) A conceptual model of service quality and its implications for future research. J Mark 49:41–50. https://doi.org/10.1177/002224298504900403
Parasuraman A, Zeithaml VA, Berry LL (1988) Servqual: a multiple-item scale for measuring consumer perception. J Retail 64:12–37
Rahman F, Das T, Hadiuzzaman M, Hossain S (2016) Perceived service quality of paratransit in developing countries: a structural equation approach. Transp Res Part A Policy Pract 93:23–38. https://doi.org/10.1016/j.tra.2016.08.008
Shen W, Xiao W, Wang X (2016) Passenger satisfaction evaluation model for Urban rail transit: a structural equation modeling based on partial least squares. Transp Policy 46:20–31. https://doi.org/10.1016/j.tranpol.2015.10.006
Sikder S, Pinjari AR, Srinivasan S, Nowrouzian R (2013) Spatial transferability of travel forecasting models: a review and synthesis. Int J Adv Eng Sci Appl Math 5:104–128. https://doi.org/10.1007/s12572-013-0090-6
Smith AM, Reynolds NL (2002) Measuring cross-cultural service quality: a framework for assessment. Int Mark Rev 19:450–481. https://doi.org/10.1108/02651330210445
Soltanpour A, Mesbah M, Habibian M (2018) Perceived service quality in urban rail transit: a comparison of structural equation models. Paper presented at the Transportation Research Board 97th annual meeting, Washington D.C., January 2018
Stevens J (1992) Applied multivariate statistics for the social sciences. Lawrence Erlbaum, Hillsdale
Stuart K, Mednick M, Bockman J (2000) Structural equation model of customer satisfaction for the New York City subway system. Transp Res Rec J Transp Res Board 1735:133–137. https://doi.org/10.3141/1735-16
TCRP report 165 (2013) Transit capacity and quality of service manual (TCQSM), 3rd edn. Transportation Research Board, Washington, D.C
Tehran Traffic and Transportation Organization (2013) An overview of Tehran Transportation Master Plan. Deputy of planning and studies, Tehran
Trompet M, Parasram R, Anderson R (2013) Benchmarking disaggregate customer satisfaction scores of bus operators in different cities and countries. Transp Res Rec J Transp Res Board 2351:14–22. https://doi.org/10.3141/2351-02
Tyrinopoulos Y, Antoniou C (2008) Public transit user satisfaction: variability and policy implications. Transp Policy 15:260–272. https://doi.org/10.1016/j.tranpol.2008.06.002
Van de Vijver FJ, Leung K (1997) Methods and data analysis for cross-cultural research, vol 1. Sage, Newbury Park
Vitale A, Guido G, Rogano D (2016) A smartphone based DSS platform for assessing transit service attributes. Public Transp 8:315–340. https://doi.org/10.1007/s12469-016-0133-z
Wan D, Kamga C, Hao W, Sugiura A, Beaton EB (2016) Customer satisfaction with bus rapid transit: a study of New York City select bus service applying structural equation modeling. Public Transp 8:497–520. https://doi.org/10.1007/s12469-016-0135-x
Weinstein A (2000) Customer satisfaction among transit riders: how customers rank the relative importance of various service attributes. Transp Res Rec J Transp Res Board 1735:123–132. https://doi.org/10.3141/1735-15
Wiley DE (1973) The identification problem for structural equation models with unmeasured variables. Structural equation models in the social sciences. Seminar Press, New York, pp 69–83
Author information
Authors and Affiliations
Corresponding author
Additional information
Publisher's Note
Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.
Electronic supplementary material
Below is the link to the electronic supplementary material.
Rights and permissions
About this article
Cite this article
Soltanpour, A., Mesbah, M. & Habibian, M. Customer satisfaction in urban rail: a study on transferability of structural equation models. Public Transp 12, 123–146 (2020). https://doi.org/10.1007/s12469-019-00223-y
Accepted:
Published:
Issue Date:
DOI: https://doi.org/10.1007/s12469-019-00223-y