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Title:

Exploring Factors Affecting Transit Current Customers' Loyalty by Structural Equations Model: Case Study of Shanghai, China

Accession Number:

01479944

Record Type:

Component

Availability:

Transportation Research Board Business Office

500 Fifth Street, NW
Washington, DC 20001 United States

Abstract:

The main goal of this study is proposing a method of analyzing influence factors which affect loyalty of “current” transit users and making the priority strategy of improving transit service level through the factor analysis. Structural equation model (SEM) is introduced to construct theoretical models, which help to analyze factors influencing transit customer’s loyalty. A comprehensive set of hypotheses explores the relationships among service quality, customer satisfaction, switching cost, attraction of alternative and customer loyalty. This study chooses Shanghai transit system to apply the theoretical model constructed, and finds that the public transport service quality is the most important factor impacting transit travelers’ willingness to continue to travel by transit. The transit service quality mainly includes four variables: comfort, safety, convenience and timeliness. Both switching cost and attraction of car also are significantly related to customer loyalty. However, the hypothesis of “Transit service quality is negatively and significantly related to car attraction” cannot be supported, which means that if we want to increase the public transportation share, it is essential to restrain travel by car. Furthermore, based on these analyses, this study proposes some critical suggestions of how to improve the competitive power of Shanghai public transportation, which may assist in making the public transportation policy and strategy.

Supplemental Notes:

This paper was sponsored by TRB committee AP030 Public Transportation Marketing and Fare Policy.

Monograph Accession #:

01470560

Report/Paper Numbers:

13-3244

Language:

English

Corporate Authors:

Transportation Research Board

500 Fifth Street, NW
Washington, DC 20001 United States

Authors:

Li, Linbo
Xiong, Jie
Dong, Zhi
Bai, Yufang
Wu, Bing

Pagination:

17p

Publication Date:

2013

Conference:

Transportation Research Board 92nd Annual Meeting

Location: Washington DC, United States
Date: 2013-1-13 to 2013-1-17
Sponsors: Transportation Research Board

Media Type:

Digital/other

Features:

Figures; References (41) ; Tables

Geographic Terms:

Shanghai (China)

Subject Areas:

Operations and Traffic Management; Public Transportation; I72: Traffic and Transport Planning

Source Data:

Transportation Research Board Annual Meeting 2013 Paper #13-3244

Files:

TRIS, TRB, ATRI

Created Date:

Feb 5 2013 12:39PM