Effects of service quality dimensions on public transport user satisfaction

Authors

  • Matheus Grage Tardin Universidade Federal do Espírito Santo, Espírito Santo – Brasil
  • Ariel Barroso da Fonseca Universidade Federal do Espírito Santo, Espírito Santo – Brasil
  • Fábio Reis da Costa Universidade Federal do Espírito Santo, Espírito Santo – Brasil
  • Anderson Soncini Pelissari Universidade Federal do Espírito Santo, Espírito Santo – Brasil

DOI:

https://doi.org/10.14295/transportes.v28i3.2033

Keywords:

Service quality. Public transport. P-TRANSQUAL. Structural equations modeling.

Abstract

The aim of this paper is to investigate which attributes of public transport service quality influence the satisfaction of its users. Specifically, it is examined the effect of comfort, tangible, personal and reliability dimensions on public transport user satisfaction. The study approach is quantitative, descriptive and cross-sectional. Empirical data were collected through a survey, with a sample of 271 respondents. To test the proposed theoretical hypotheses, structural equations modeling was applied. The results indicate that comfort, reliability and tangible dimensions have a positive and significant effect on passenger satisfaction. In terms of managerial implications, the empirical findings offer a better understanding of factors that influence public transport passenger satisfaction, so managers can take actions that stimulate and improve the services provided.

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Author Biographies

Matheus Grage Tardin, Universidade Federal do Espírito Santo, Espírito Santo – Brasil

Mestrando em Administração pelo Programa de Pós-graduação em Administração - Mestrado e Doutorado - PPGADM/UFES. Graduado em Engenharia de Produção pelo Instituto Federal do Espírito Santo.

Ariel Barroso da Fonseca, Universidade Federal do Espírito Santo, Espírito Santo – Brasil

Mestrando em Administração pelo Programa de Pós-graduação em Administração - Mestrado e Doutorado - PPGADM/UFES. Graduado em Jornalismo pela FAESA.

Fábio Reis da Costa, Universidade Federal do Espírito Santo, Espírito Santo – Brasil

Doutorando e Mestre em Administração pelo Programa de Pós-graduação em Administração - Mestrado e Doutorado - PPGADM/UFES. Graduado em Administração pela UFV. Professor da FAETEC-RJ.

Anderson Soncini Pelissari, Universidade Federal do Espírito Santo, Espírito Santo – Brasil

Doutor em Engenharia de Produção pela Universidade Metodista de Piracicaba (UNIMEP). Professor do Programa de Pós-graduação em Administração - Mestrado e Doutorado - PPGADM/UFES.

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Published

2020-08-31

How to Cite

Tardin, M. G., da Fonseca, A. B., da Costa, F. R., & Pelissari, A. S. (2020). Effects of service quality dimensions on public transport user satisfaction. Transportes, 28(3), 180–195. https://doi.org/10.14295/transportes.v28i3.2033

Issue

Vol. 28 No. 3 (2020)

Section

Articles

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