Sustainable development of transportation network companies: From the perspective of satisfaction across passengers with different travel distances

Transportation network company (TNC) is an emerging response to tackling sustainability issues of urban mobility with the advantages of reliability and convenience. However, due to the extensive development and the lack of regulating and managing experience, the sustainability of TNC service is facing a great challenge, especially in China. The quality of TNC service is the core of the loyalty of users. Understanding passenger satisfaction will help TNCs better understand potential user requirements and identify development aspects for specific market segments. It is also helpful for the policy-making of management departments. Previous studies on passenger satisfaction evaluation mainly focused on bus, subway and railway. Moreover, most of the studies fail to take the ease and feasibility of their results in policy-making into account. The travel distance is a key indicator for the benefits of drivers and TNCs and for management departments to know the operating status of the TNC service in the city. In addition, the travel distance can be obtained easily whether for TNCs or management departments. Thus, passengers are classified into three groups, including short-distance passengers (<3 km), medium-distance passengers (3–9 km) and long-distance passengers (>9 km). For different groups, three ordered logit models are conducted to explore the influencing factors for passengers' overall satisfaction with the TNC service. Furthermore, satisfaction of passengers with different travel distances with significant service indicators is analyzed. Finally, policy recommendations are given for TNCs and management departments.

• Record URL:
  https://doi.org/10.1016/j.rtbm.2021.100687
• Record URL:
  http://www.sciencedirect.com/science/article/pii/S2210539521000705
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/issn/22105395
• Supplemental Notes:
  • © 2021 Published by Elsevier Ltd. Abstract reprinted with permission of Elsevier.
• Authors:
  • Wang, Ting
  • Zhang, Yong
  • Li, Yu
  • Fu, Xing
  • Li, Meiye
• Publication Date: 2021-12

Language

• English

Media Info

• Media Type: Web
• Features: Figures; References; Tables;
• Serial:
  • Research in Transportation Business & Management
  • Volume: 41
  • Issue Number: 0
  • Publisher: Elsevier
  • ISSN: 2210-5395
  • Serial URL: http://www.sciencedirect.com/science/journal/22105395

Subject/Index Terms

• TRT Terms: Customer satisfaction; Mobility; Policy making; Ridesourcing; Sustainable development; Trip length
• Geographic Terms: China
• Subject Areas: Administration and Management; Highways; Operations and Traffic Management;

Filing Info

• Accession Number: 01777455
• Record Type: Publication
• Files: TRIS
• Created Date: Jul 23 2021 3:26PM