01154352

Component

https://doi.org/10.3141/2144-13

http://scholar.google.com...Webb&publication_year=2010

This paper provides a demonstration of potential applications of customer loyalty modeling in the public transportation industry. Customer loyalty modeling investigates the cumulative effects of influencing factors on customers’ tendencies to choose one service or product over another for a particular need. Industries, such as airlines and telecommunications, model customer loyalty extensively to better understand and improve customer retention. A review of the literature returned only one direct application of this approach in the public transportation industry. The influencing factors of public transportation customer loyalty are explored with the use of structural equation modeling and other empirical tests to demonstrate the appropriateness of this application. A comprehensive set of hypotheses explores the relationships between public image, problem experience, service quality, service value, customer satisfaction, and customer loyalty. Initial findings suggest that service quality and customer satisfaction positively and directly influence customer loyalty. In addition, public image and problem experience exert a stronger influence on service quality, customer satisfaction, and service value than initially predicted. Recommendations and managerial implications based on experiences and challenges during the research are offered for this technique.

01323856

10-2172

English

pp 111-120

2010

Transportation Research Record: Journal of the Transportation Research Board

9780309160469

Print

Figures (3) ; References (41) ; Tables (6)

Benefits; Customer satisfaction; Mode choice; Public transit; Quality of service; Structural equation modeling

Customer loyalty; Public image; Service value

Planning and Forecasting; Public Transportation; I72: Traffic and Transport Planning

TRIS, TRB, ATRI

Jan 25 2010 11:00AM

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