A study of the satisfaction of the population of major Lithuanian cities with public transport services
Abstract
The article analyzes an evaluation of consumer satisfaction with public transport services in the light of academic literature which highlights the importance of the public transport system and the features of public transport services. The article presents the most influential aspects of public transport services to consumer satisfaction, as evaluated by the residents of major Lithuanian cities. The opportunities for service quality improvements are also presented. In order to examine the elements of consumer satisfaction with public transport services in the major Lithuanian cities, a quantitative analysis was performed and the method of statistical analysis was applied. Student’s test was used to compare and analyze the evaluations by the residents of Vilnius and the residents of other major Lithuanian cities. The most influential elements to satisfaction with public transport services and the overall level of satisfaction with public transport services to the residents of major Lithuanian cities (N = 466) were determined. The research results and insights can be applied in planning the improvements of public transport services.
Keyword : consumer satisfaction, public transport, public transport services, public transport service quality, estimates
How to Cite
Samašonok, K., Jarašūnienė, A., & Išoraitė, M. (2021). A study of the satisfaction of the population of major Lithuanian cities with public transport services. Business: Theory and Practice, 22(2), 392-405. https://doi.org/10.3846/btp.2021.14708
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Eboli, L., & Mazzulla, G. (2008). A stated preference experiment for measuring service quality in public transport. Transportation Planning and Technology, 31(5), 509–523. https://doi.org/10.1080/03081060802364471
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Gilaninia, S., Taleghani, M., & Talemi, M. R. (2013). The impact of service quality on customer satisfaction. Journal of Research and Development, 1(4), 1–7.
Goldstein, S. M., Johnston, R., Duffy, J. A., & Rao, J. (2002). The service concept: the missing link in service design research? Journal of Operations Management, 20(2), 121–134. https://doi.org/10.1016/S0272-6963(01)00090-0
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Hensher, D. A., Stopher, P., & Bullock, P. (2003). Service quality – developing a service quality index in the provision of commercial bus contracts. Transportation Research Part A: 18 Policy and Practice, 37(6), 499–517. https://doi.org/10.1016/S0965-8564(02)00075-7
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Ilieska, K. (2010). Customer satisfaction index – as a base for strategic marketing management. TEM Journal, 2(4), 327–331.
Jeržemskis, A., & Jaržemskis, V. (2017). Keleivinis transportas. Technika. https://doi.org/10.20334/2017-022-S
Kahwaji, A., & AL Mubayed, M. M. (2016). A study of customer satisfaction dimensions and their impact on customer loyalty to online shopping sites – an analytical study of online shopping sites in Arabic market. IJER, 13(3), 1041–1054.
Kusdibyo, L., & Februadi, A. (2019). The effect of electronic service quality on customers satisfaction and loyalty in online shopping. In IOP Conference Series: Materials Science and Engineering, 662(2), 022036). https://doi.org/10.1088/1757-899X/662/2/022036
Lai, W. T.; Chen, C-F. (2011). Behavioral intentions of public transit passengers − The roles of service quality, perceived value, satisfaction and involvement. Transport Policy, 18(2), 318–325. https://doi.org/10.1016/j.tranpol.2010.09.003
Lee, Y.-L., Wang, Y.-Ch., Lu, S.-Ch., Hsieh, Y.-F., Chien, Ch. F., Tsai, S.-B., & Dong, W. D. (2016). An empirical research on customer satisfaction study: a consideration of different levels of performance. SpringerPlus, 5, 1577. https://doi.org/10.1186/s40064-016-3208-z
Mahmoud, M., & Hine, J. (2016). Measuring the influence of bus service quality on the perception of users. Transportation Planning and Technology, 39(3), 1–16. https://doi.org/10.1080/03081060.2016.1142224
Manzin, M., Žurga, G., & Mrak, B. (2012). Quality public services dimensions model as a basis for better customer satisfaction management. African Journal of Business Management, 6(26), 7833–7841. https://doi.org/10.5897/AJBM11.2528
Matulová, M., & Fitzová. H. (2018). Transformation of urban public transport financing and its effect on operators’ efficiency: evidence from the Czech Republic. Central European Journal of Operations Research, 26, 967–983. https://doi.org/10.1007/s10100-018-0565-4
Mcloughlin, C., & Batley, R. (2012). The effects of sector characteristics on accountability relationships in service delivery. In Overseas Development Institute Working Paper No. 350. https://doi.org/10.2139/ssrn.2209074
Meynhardt, T. (2013). Organisations. Entwicklung Zeitschrift für Unternehmensentwicklung und Change Management, 32(4), 4–7.
Minh, N. V., & Huu, N. H. (2016). The relationship between service quality, customer satisfaction and customer loyalty: an investigation in Vietnamese retail banking sector. Journal of Competitiveness, 8(2), 103–116. https://doi.org/10.7441/joc.2016.02.08
Mo, S., Bao, Z., Zheng, B., & Peng, Z. (2020). Bus frequency optimization: when waiting time matters in user satisfaction. Lecture notes in computer science. In C. B. Nah Y., Database systems for advanced applications. DASFAA 2020. Springer, Cham. https://doi.org/10.1007/978-3-030-59416-9_12
Morton, C., Caulfield, B., & Anable, J. (2016). Customer perceptions of quality of service in public transport: Evidence for bus transit in Scotland. Case Studies on Transport Policy, 4(3), 199–207. https://doi.org/10.1016/j.cstp.2016.03.002
Nobar, K. H. B., & Rostamzadeh, R. (2010). The impact of customer satisfaction, customer experience and customer loyalty on brand power: empirical evidence from hotel industry. Journal of Business Economics and Management, 19(2), 417–430. https://doi.org/10.3846/jbem.2018.5678
Oliver, R. L. (2010). Satisfaction: A behavioral perspective on the consumer. A behavioral perspective on the consumer. Routledge.
Patapas, A., & Žilionytė, T. (2016). The public service quality management in Lithuanian municipalities. Public Policy and Administration, 15(2), 206–219. https://doi.org/10.13165/VPA-16-15-2-02
Singal, B. (2018). Public transport planning: a viable integrated multimodal citywide network. India.
Singh, J. (1991). Understanding the structure of consumers’ satisfaction evaluations of service delivery. Journal of the Academy of Marketing Science, 19(3), 223–244. https://doi.org/10.1177/009207039101900307
Skietrys, E., Raipa, A., & Bartkus, E. V. (2008). Dimensions of the efficiency of public – private partnership. Engineering Economics, 58(3), 45–50.
Stojic, D., Ciric, Z., Sedlak, O., & Horvat, A. M. (2020). Students’ views on public transport: satisfaction and emission. Sustainability, 12, 8470(1–16). https://doi.org/10.3390/su12208470
Suchánek, P., Richter, J., & Králová, M. (2017). Customer satisfaction with quality of products of food business. Prague Economic Papers, 26(1), 19–35. https://doi.org/10.18267/j.pep.595
Tumlin, J. (2012). Sustainable transportation planning. New Jersey.
Urvikis, M. (2016). Vietos savivaldos institucijų organizuojamų viešųjų paslaugų sistemos tobulinimas [daktaro disertacija, Mykolo Romerio universitetas].
Vilkaitė-Vaitonė, N., Papšienė, P., & Grikienė, T. (2016). Paslaugų vartotojų pasitenkinimo nustatymas: VŠĮ „Nacionalinė regionų plėtros agentūra“ atvejis. Management Theory and Studies for Rural Business and Infrastructure Development, 38(4), 444–452. https://doi.org/10.15544/mts.2016.36
Yeung, M. C. H., & Ennew, Ch. T. (2001). Measuring the impact of customer satisfaction on profitability: A sectoral analysis. Journal of Targeting, Measurement and Analysis for Marketing, 10, 106–116. https://doi.org/10.1057/palgrave.jt.5740038
Zhu, D-S., Lin, Ch-T., Tsai, Ch-S., & Wu, J-F. (2010). A study on the evaluation of customers’ satisfaction – the perspective of quality. International Journal for Quality Research, 4(2), 105–116.
Amorim, M., Lago, A., Moscoso, P., & Prieto, E. (2016). Assisted vs. self-checkout in retail: An empirical analysis of the impact of operational process dimensions on customer satisfaction, recommendation and reuse. Journal of Service Science Research, 8, 1–39. https://doi.org/10.1007/s12927-016-0001-z
Amponsah, C. T., & Adams, S. (2016). Service quality and customer satisfaction in public transport operations. Services and Operations Management, 25(4), 531–549. https://doi.org/10.1504/IJSOM.2016.080279
Anderson, R., Condry, B., Findlay, N., Brage-Ardao, R., & Li, H. (2013). Measuring and valuing convenience: a review of global practices and challenges from the public transport sector. In International Transport Forum, Valuing Convience in Public Transport (pp. 77–110). OECD Publishing. https://doi.org/10.1787/9789282107683-3-en
Badulescu, A., & Catalin-Adrian, B. (2012). Public services and the euro-regional cooperation. Annals of Faculty of Economics, 1(1), 487–492.
Baublys, A., & Vasilis Vasiliauskas, A. (2011). Transporto infrastruktūra. Technika. https://doi.org/10.3846/1203-S
Burkšienė, V., Dvorak, J., Burbulytė-Tsiskarishvili, G., Normantė, I., Dūda, M., & Civinskas, R. (2017). Viešosios paslaugos: iššūkiai kuriant gerovės visuomenę. Mokslo studija [The public services: challenges for the building of a welfare state]. Klaipėdos universiteto leidykla. https://hdl.handle.net/20.500.12259/58470
Carreira, R., Patricio, L., Jorge, R. N., & Magee, Ch. (2014). Understanding the travel experience and its impact on attitudes, emotions and loyalty towards the transportation provider – A quantitative study with mid-distance bus trips. Transport Policy, 31, 35–46. https://doi.org/10.1016/j.tranpol.2013.11.006
Diržytė, A., & Patapas, A. (2013). Vartotojų pasitenkinimo viešojo sektoriaus paslaugomis ypatumai. Viešoji politika ir administravimas [Public policy and administration], 12(4), 557–566. https://doi.org/10.13165/VPA-13-12-4-03
Dragu, V., Roman, E. A., & Roman, V. C. (2013). Quality assessment in urban public transport. Theoretical and Empirical Researches in Urban Management, 8(3), 32–43.
Eboli, L., & Mazzulla, G. (2008). A stated preference experiment for measuring service quality in public transport. Transportation Planning and Technology, 31(5), 509–523. https://doi.org/10.1080/03081060802364471
Filipović, S., Tica, S., Živanović, P., & Milovanović, B. (2009). Comparative analysis of the basic features of the expected and perceived quality of mass passenger public transport service in Belgrade. Transport, 24(4), 265–273. https://doi.org/10.3846/1648-4142.2009.24.265-273
Fitzová, H., Matulová, M., & Tomeš, Z. (2018). Determinants of urban public transport efficiency: case study of the Chech Republic. European Transport Research Review, 10, 42. https://doi.org/10.1186/s12544-018-0311-y
Friman, M., & Fellesson, M. (2009). Service supply and customer satisfaction in public transportation: the quality paradox. Journal of Public Transportation, 12(4), 57–69. https://doi.org/10.5038/2375-0901.12.4.4
Gilaninia, S., Taleghani, M., & Talemi, M. R. (2013). The impact of service quality on customer satisfaction. Journal of Research and Development, 1(4), 1–7.
Goldstein, S. M., Johnston, R., Duffy, J. A., & Rao, J. (2002). The service concept: the missing link in service design research? Journal of Operations Management, 20(2), 121–134. https://doi.org/10.1016/S0272-6963(01)00090-0
Gustafsson, A., Johnson, M. D., & Roos, I. (2005 October). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69(4), 210–218. https://doi.org/10.1509/jmkg.2005.69.4.210
Hensher, D. A., Stopher, P., & Bullock, P. (2003). Service quality – developing a service quality index in the provision of commercial bus contracts. Transportation Research Part A: 18 Policy and Practice, 37(6), 499–517. https://doi.org/10.1016/S0965-8564(02)00075-7
Ibarra-Rojas, O. J., Delgado, F., Giesen, R., & Munoz, J. C. (2015). Planning, operation, and control of bus transport systems: A literature review. Transportation Research Part B: Methodological, 77, 38–75. https://doi.org/10.1016/j.trb.2015.03.002
Ilieska, K. (2010). Customer satisfaction index – as a base for strategic marketing management. TEM Journal, 2(4), 327–331.
Jeržemskis, A., & Jaržemskis, V. (2017). Keleivinis transportas. Technika. https://doi.org/10.20334/2017-022-S
Kahwaji, A., & AL Mubayed, M. M. (2016). A study of customer satisfaction dimensions and their impact on customer loyalty to online shopping sites – an analytical study of online shopping sites in Arabic market. IJER, 13(3), 1041–1054.
Kusdibyo, L., & Februadi, A. (2019). The effect of electronic service quality on customers satisfaction and loyalty in online shopping. In IOP Conference Series: Materials Science and Engineering, 662(2), 022036). https://doi.org/10.1088/1757-899X/662/2/022036
Lai, W. T.; Chen, C-F. (2011). Behavioral intentions of public transit passengers − The roles of service quality, perceived value, satisfaction and involvement. Transport Policy, 18(2), 318–325. https://doi.org/10.1016/j.tranpol.2010.09.003
Lee, Y.-L., Wang, Y.-Ch., Lu, S.-Ch., Hsieh, Y.-F., Chien, Ch. F., Tsai, S.-B., & Dong, W. D. (2016). An empirical research on customer satisfaction study: a consideration of different levels of performance. SpringerPlus, 5, 1577. https://doi.org/10.1186/s40064-016-3208-z
Mahmoud, M., & Hine, J. (2016). Measuring the influence of bus service quality on the perception of users. Transportation Planning and Technology, 39(3), 1–16. https://doi.org/10.1080/03081060.2016.1142224
Manzin, M., Žurga, G., & Mrak, B. (2012). Quality public services dimensions model as a basis for better customer satisfaction management. African Journal of Business Management, 6(26), 7833–7841. https://doi.org/10.5897/AJBM11.2528
Matulová, M., & Fitzová. H. (2018). Transformation of urban public transport financing and its effect on operators’ efficiency: evidence from the Czech Republic. Central European Journal of Operations Research, 26, 967–983. https://doi.org/10.1007/s10100-018-0565-4
Mcloughlin, C., & Batley, R. (2012). The effects of sector characteristics on accountability relationships in service delivery. In Overseas Development Institute Working Paper No. 350. https://doi.org/10.2139/ssrn.2209074
Meynhardt, T. (2013). Organisations. Entwicklung Zeitschrift für Unternehmensentwicklung und Change Management, 32(4), 4–7.
Minh, N. V., & Huu, N. H. (2016). The relationship between service quality, customer satisfaction and customer loyalty: an investigation in Vietnamese retail banking sector. Journal of Competitiveness, 8(2), 103–116. https://doi.org/10.7441/joc.2016.02.08
Mo, S., Bao, Z., Zheng, B., & Peng, Z. (2020). Bus frequency optimization: when waiting time matters in user satisfaction. Lecture notes in computer science. In C. B. Nah Y., Database systems for advanced applications. DASFAA 2020. Springer, Cham. https://doi.org/10.1007/978-3-030-59416-9_12
Morton, C., Caulfield, B., & Anable, J. (2016). Customer perceptions of quality of service in public transport: Evidence for bus transit in Scotland. Case Studies on Transport Policy, 4(3), 199–207. https://doi.org/10.1016/j.cstp.2016.03.002
Nobar, K. H. B., & Rostamzadeh, R. (2010). The impact of customer satisfaction, customer experience and customer loyalty on brand power: empirical evidence from hotel industry. Journal of Business Economics and Management, 19(2), 417–430. https://doi.org/10.3846/jbem.2018.5678
Oliver, R. L. (2010). Satisfaction: A behavioral perspective on the consumer. A behavioral perspective on the consumer. Routledge.
Patapas, A., & Žilionytė, T. (2016). The public service quality management in Lithuanian municipalities. Public Policy and Administration, 15(2), 206–219. https://doi.org/10.13165/VPA-16-15-2-02
Singal, B. (2018). Public transport planning: a viable integrated multimodal citywide network. India.
Singh, J. (1991). Understanding the structure of consumers’ satisfaction evaluations of service delivery. Journal of the Academy of Marketing Science, 19(3), 223–244. https://doi.org/10.1177/009207039101900307
Skietrys, E., Raipa, A., & Bartkus, E. V. (2008). Dimensions of the efficiency of public – private partnership. Engineering Economics, 58(3), 45–50.
Stojic, D., Ciric, Z., Sedlak, O., & Horvat, A. M. (2020). Students’ views on public transport: satisfaction and emission. Sustainability, 12, 8470(1–16). https://doi.org/10.3390/su12208470
Suchánek, P., Richter, J., & Králová, M. (2017). Customer satisfaction with quality of products of food business. Prague Economic Papers, 26(1), 19–35. https://doi.org/10.18267/j.pep.595
Tumlin, J. (2012). Sustainable transportation planning. New Jersey.
Urvikis, M. (2016). Vietos savivaldos institucijų organizuojamų viešųjų paslaugų sistemos tobulinimas [daktaro disertacija, Mykolo Romerio universitetas].
Vilkaitė-Vaitonė, N., Papšienė, P., & Grikienė, T. (2016). Paslaugų vartotojų pasitenkinimo nustatymas: VŠĮ „Nacionalinė regionų plėtros agentūra“ atvejis. Management Theory and Studies for Rural Business and Infrastructure Development, 38(4), 444–452. https://doi.org/10.15544/mts.2016.36
Yeung, M. C. H., & Ennew, Ch. T. (2001). Measuring the impact of customer satisfaction on profitability: A sectoral analysis. Journal of Targeting, Measurement and Analysis for Marketing, 10, 106–116. https://doi.org/10.1057/palgrave.jt.5740038
Zhu, D-S., Lin, Ch-T., Tsai, Ch-S., & Wu, J-F. (2010). A study on the evaluation of customers’ satisfaction – the perspective of quality. International Journal for Quality Research, 4(2), 105–116.