Has COVID-19 changed our loyalty towards public transport? Understanding the moderating role of the pandemic in the relationship between service quality, customer satisfaction and loyalty
COVID-19 has been associated with a decline in public transport ridership in many cities. However, the impact of the pandemic on passenger perceptions of public transport, particularly loyalty, remain largely unexplored. Using a case study of Tehran’s bus system, this paper aims to assess the moderating effect of COVID-19 on passenger loyalty. A cross-sectional survey of bus users was conducted in two similar periods, before and during COVID-19. The data was analysed using structural equation modelling, with the effect of observed heterogeneity evaluated using multiple indicators multiple causes models and multi-group analysis. The results indicate that during COVID-19, perceptions of service quality have improved, particularly in relation to comfort (including crowding), safety, reliability and information. While this has led to increased customer satisfaction, loyalty to the system has decreased. An increase in the perceived attractiveness of using private cars was found to be the primary fator for reducing passenger loyalty with the perceived monetary and psychological costs of using cars being less effective in encouraging people to use the bus. Taking into account the significant utility of private vehicles in urban transportation during COVID-19, the present study identifies feasible areas for improving the performance of bus services to increase satisfaction with this form of public transport among car owners.
- Record URL:
- Record URL:
-
Availability:
- Find a library where document is available. Order URL: http://worldcat.org/issn/09658564
-
Supplemental Notes:
- © 2022 Elsevier Ltd. All rights reserved. Abstract reprinted with permission of Elsevier.
-
Authors:
- Esmailpour, Javad
- Aghabayk, Kayvan
- Aghajanzadeh, Mohammad
- De Gruyter, Chris
- Publication Date: 2022-8
Language
- English
Media Info
- Media Type: Web
- Features: Appendices; Figures; References; Tables;
- Pagination: pp 80-103
-
Serial:
- Transportation Research Part A: Policy and Practice
- Volume: 162
- Issue Number: 0
- Publisher: Elsevier
- ISSN: 0965-8564
- Serial URL: http://www.sciencedirect.com/science/journal/09658564
Subject/Index Terms
- TRT Terms: Attitudes; Bus transit; COVID-19; Customer satisfaction; Passengers; Quality of service; Ridership
- Geographic Terms: Tehran (Iran)
- Subject Areas: Operations and Traffic Management; Passenger Transportation; Planning and Forecasting; Public Transportation; Security and Emergencies;
Filing Info
- Accession Number: 01848554
- Record Type: Publication
- Files: TRIS
- Created Date: Jun 14 2022 9:39AM