Traveler perceived service quality and satisfaction with public transport: The influence of digital competence and environmental attitudes

IF 6.3 2区工程技术 Q1 ECONOMICS

Transport Policy Pub Date : 2025-07-20 DOI:10.1016/j.tranpol.2025.07.022

Jonas Nilsson , Johan Jansson , Kimberly Nicholas , Chunli Zhao

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引用次数: 0

Abstract

As public transport is becoming more reliant on digitalizing services, by for example using apps to sell tickets and provide information, it is important for policy to study how this influences customer perceived service quality and satisfaction. In addition, as public transport is viewed as a more environmentally benign form of transportation it also becomes important to monitor how environmental attitudes influence traveler satisfaction. Using the theoretical underpinnings of utilitarian and experience quality we surveyed 4200 public transport travelers in Sweden focusing on digital competence and environmental attitudes. Using structural equation modelling we find that both digital competence and environmental attitudes influence perceived quality and customer satisfaction so that travelers who 1) are able to deal with digital tools like smart-phone applications in public transport, and 2) have strong environmental attitudes, perceive the quality of the public transport service to be better. We suggest that policymakers could increase public transport ridership and quality perceptions by more clearly communicating the environmental benefits of public transport and educate travelers on the digital tools they provide to help provide their services.

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旅客感知的公共交通服务质量和满意度：数字能力和环境态度的影响

随着公共交通越来越依赖于数字化服务，例如使用应用程序出售门票和提供信息，研究这如何影响客户感知的服务质量和满意度对于政策来说非常重要。此外，由于公共交通被视为一种更环保的交通方式，因此监测环境态度如何影响旅行者满意度也变得很重要。利用功利主义和体验质量的理论基础，我们调查了瑞典的4200名公共交通乘客，重点关注数字能力和环境态度。利用结构方程模型，我们发现数字能力和环境态度都会影响感知质量和客户满意度，因此，1)能够在公共交通中使用智能手机等数字工具，2)具有强烈环境态度的旅行者会感知到公共交通服务的质量更好。我们建议政策制定者可以通过更清晰地传达公共交通的环境效益来增加公共交通的客流量和质量观念，并教育旅行者使用他们提供的数字工具来帮助提供服务。

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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来源期刊

Transport Policy Multiple-

CiteScore

12.10

自引率

10.30%

发文量

282

期刊介绍： Transport Policy is an international journal aimed at bridging the gap between theory and practice in transport. Its subject areas reflect the concerns of policymakers in government, industry, voluntary organisations and the public at large, providing independent, original and rigorous analysis to understand how policy decisions have been taken, monitor their effects, and suggest how they may be improved. The journal treats the transport sector comprehensively, and in the context of other sectors including energy, housing, industry and planning. All modes are covered: land, sea and air; road and rail; public and private; motorised and non-motorised; passenger and freight.