Data-driven culture analytics capability and road transport service quality: The differing impacts of employee cognitive and emotional empathy

African Transport Studies Pub Date : 2025-01-01 DOI:10.1016/j.aftran.2025.100051

Philip Siaw Kissi

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Abstract

Data analytics is becoming an essential tool for improving service delivery in public transport systems. However, the role of employees' cognitive and emotional empathy in translating data insights has not been adequately examined. This study investigates the relationship between Data-Driven Culture Analytics Capability (DDCC) and road transport service quality, considering the mediating role of cognitive empathy and the moderating effect of emotional empathy. A stratified random sampling technique was used to select 523 employees working in Ghana's public road transport sector, including bus drivers, conductors, ticketing officers, and customer service representatives. Partial Least Squares Structural Equation Modeling (PLS-SEM) was employed to test the proposed relationships. The results reveal that DDCC significantly predicts both cognitive empathy and service quality. Additionally, cognitive empathy partially mediates the relationship between DDCC and service quality. Furthermore, emotional empathy moderates the relationships between (a) DDCC and service quality and (b) cognitive empathy and service quality. This study provides new insights into how human-centered capabilities, specifically cognitive and emotional empathy interact with data-driven strategies to enhance service outcomes.

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数据驱动文化分析能力与道路运输服务质量：员工认知共情与情感共情的不同影响

数据分析正在成为改善公共交通系统服务提供的重要工具。然而，员工的认知和情感共情在翻译数据见解中的作用尚未得到充分的研究。本研究考察了数据驱动文化分析能力（DDCC）与道路运输服务质量的关系，考虑了认知共情的中介作用和情感共情的调节作用。采用分层随机抽样技术，选择了523名在加纳公共道路运输部门工作的员工，包括公交车司机、售票员、售票员和客户服务代表。采用偏最小二乘结构方程模型（PLS-SEM）对所提出的关系进行检验。结果显示，DDCC对认知共情和服务质量均有显著的预测作用。此外，认知共情在DDCC与服务质量的关系中起部分中介作用。此外，情感共情调节了(a) DDCC与服务质量、(b)认知共情与服务质量的关系。这项研究为以人为本的能力，特别是认知和情感共情如何与数据驱动策略相互作用以提高服务结果提供了新的见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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African Transport Studies

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