E-ISSN : 2233-5382
Purpose: The purpose of this paper is to investigate key factors that affect customer dissatisfaction on public transportation system by highlighting the necessity of citizen participation and improved management of advanced technology for sustainability. Research questions applied in this study include following; i) how are factors on dissatisfaction related to types of transportation modes; ii) how do perceived proposed factors affect citizen dissatisfaction; iii) how do the improvement of public transportation service affect the level of expected satisfaction; and iv) how do expected satisfaction affect policy agreement and government trust. Research design, data and methodology: For qualitative research, civil opinions were collected and chi-square analysis was applied using keywords. For quantitative research, online survey was collected and factor and multiple regression analyses were applied. 3) Results: This study found that efficiency of operation system and safety on dissatisfaction showed significant in all three public transportation modes. This study found that perception of government policy and trust on government will increase as expected satisfaction increases. Conclusions: This study provides managerial and policy implications on society and policy makers by addressing necessity of improving strategies for public transportation system with the consideration of citizen relationship management and sustainable development.
Al-Sakran, H. O. (2015). Intelligent traffic information system based on integration of Internet of things and agent technology. International Journal of Advanced Computer Science and Applications, 6(2), 37-43.
Abidin, A. F., Kolberg, M., & Hussain, A. (2014). Improved traffic prediction accuracy in public transport using trusted information in social networks. In Seventh York Doctoral Symposium on Computer Science & Electronics (pp.1-19). York, UK.
Anable, J. (2005). Complacent car addicts or aspiring environmentalists? Identifying travel behaviour segments using attitude theory. Transport Policy, 12(1), 65–78.
Andreassen, T. W. (1995), Satisfaction/Dissatisfaction with Public Services: the Case of Public Transportation, Journal of Services Marketing, 9(5), 30-41.
Barrero, R., Van Mierlo, J., & Tackoen, X. (2008). Energy savings in public transport. IEEE Vehicular Technology Magazine, 3(3), 26-36.
Bencardino, M., & Greco, I. (2014). Smart communities. Social innovation at the service of the smart cities. TeMA: Journal of Land Use, Mobility and Environment, 4(6), 39-51.
Benevolo, C., Dameri, R. P., & D’Auria, B. (2016). Smart mobility in smart city. In Empowering Organizations, 11, 13-28, Springer, Cham.
Beul-Leusmann, S., Jakobs, E., & Ziefle, M. (2013). User-centered design of passenger information systems. In IEEE International Professional Communication Conference (pp.1-8). Vancouver, BC, Canada.
Bruglieri, M., Bruschi, F., Colorni, A., Luè, A., Nocerino, R., &b Rana, V. (2015). A real-time information system for public transport in case of delays and service disruptions. Transportation Research Procedia, 10, 493-502.
Caulfield, B., & O'Mahony, M. (2007). An examination of the public transport information requirements of users. IEEE Transactions on Intelligent Transportation Systems, 8(1), 21-30.
Cho, Y. (2011), Analysis of Customer Dissatisfaction toward Perishable Grocery Goods. Journal of Business Research, 64(11), 1245-1250.
Choi, C. Kim, C., & Kim, C. (2019). Towards Sustainable Environmental Policy and Management in the Fourth Industrial Revolution: Evidence from Big Data Analytics. Journal of Asian Finance, Economics, and Business, 6(3), 185-192.
Colesca, S. E., Pacesila, M., Burcea, S. G., Ciocoiu, C. N., & Bugheanu, A. M. (2017). Analysis of passenger’s satisfaction with the quality of the public transportation mode choices in Bucharest: A Fuzzy Approach. Economic Computation &Economic Cybernetics Studies & Research, 51(4), 109-125.
Del Castillo, J. M., & Benitez, F. G. (2012). A methodology for modeling and identifying users satisfaction issues in public transport systems based on users surveys. Procedia-Social and Behavioral Sciences, 54, 1104-1114.
Dell’Olio, L., Ibeas, A., & Cecin, P. (2011). The quality of service desired by public transport users. Transport Policy, 18(1), 217-227.
Egeler, C. (2001). Multimodal travel information service for transport in the tri-national agglomeration of Basel based on real time data. In Proceedings of the 1st Swiss Transport Research Conference (pp.1-3). Ascona, Switzerland.
Feder-Levy, E., Blumenfeld-Liebertal, E., & Portugali, J. (2016). The well-informed city: a decentralized, bottom-up model for a smart city service using information and self-organization. In 2016 IEEE International Smart Cities Conference (ISC2)(pp.1-4). Trento, Italy.
Fellesson, M., & Friman, M. (2008). Perceived satisfaction with public transport service in nine European cities. Journal of the Transportation Research Forum, 47(3), 93-104.
Foote, P. J. (2004). Making buses better in Chicago: strategic implementation of customer-derived performance measures from 1995 to 2001. Transportation Research Record, 1884(1), 18-26.
Frank, L., Kavage, S., & Litman, T. (2006). Promoting public health through smart growth: building healthier communities through transportation and land use policies and practices. Smart Growth BC (pp. 1-52). Vancouver, British Columbia, Canada.
Friman, M., & Fellesson, M. (2009). Service supply and customer satisfaction in public transportation: the quality paradox. Journal of Public Transportation, 12(4), 4.
García, C. R., Candela, S., Ginory, J., Quesada-Arencibia, A., & Alayón, F. (2012). On route travel assistant for public transport based on android technology. In 2012 Sixth International Conference on Innovative Mobile and Internet Services in Ubiquitous Computing (pp.840-845). Palermo, Italy.
Gebauer, H., Johnson, M., & Enquist, B. (2010). Value co-creation as a determinant of success in public transport services. Journal of Service Theory and Practice, 20(6), 511-530.
Glasmeier, A., & Christopherson, S. (2015). Thinking about smart cities. Cambridge Journal of Regions, Economy and Society, 8(1), 3-12.
Grotenhuis, J. W., Wiegmans, B. W., & Rietveld, P. (2007). The desired quality of integrated multimodal travel information in public transport: customer needs for time and effort savings. Transport Policy, 14(1), 27-38.
Hollands, R. G. (2008). Will the real smart city please stand up? Intelligent, progressive or entrepreneurial? City, 12(3), 303-320.
Hunt, K. H. (1977), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction. Cambridge, MA:Marketing Science Institute.
Ibrahim, M. F. (2003). Improvements and integration of a public transport system: the case of Singapore. Cities, 20(3), 205-216.
Imam, R. (2014). Measuring public transport satisfaction from user surveys. International Journal of Business and Management, 9(6), 106.
Islam, Z., Ahmed, Z., Saifullah, K., Huda, S. N., & Al-Islam, S. M. (2017). CO2 Emission, Energy Consumption and Economic Development: A Case of Bangladesh. Journal of Asian finance, Economics, and Business, 4(4), 61-66.
Kenyon, S., & Lyons, G. (2003). The value of integrated multimodal traveler information and its potential contribution to modal change. Transportation research part F: Traffic Psychology and Behaviour, 6(1), 1-21.
Kolosz, B., & Grant-Muller, S. (2015). Extending cost–benefit analysis for the sustainability impact of inter-urban intelligent transport systems. Environmental Impact Assessment Review, 50, 167-177.
Kormos, C., Gifford, R., & Brown, E. (2015). The influence of descriptive social norm information on sustainable transportation behavior: a field experiment. Environment and Behavior, 47(5), 479–501
Lee, J., & Kwon, Y. (2020). Neighborhood characteristics in Sejong city: text mining analysis of civil complaints. Journal of Korean Planning Association, 55(2), 15-28.
Le-Klähn, D. T., Hall, C. M., & Gerike, R. (2014). Analysis of visitor satisfaction with public transport in Munich. Journal of Public Transportation, 17(3), 5.
Lirman, T. (2008). Valuing transit service quality improvements. Journal of Public Transportation, 11(2), 43–63.
Matas, A. (2004). Demand and revenue implications of an integrated public transport policy: the case of Madrid. Transport Reviews, 24(2), 195-217.
Mohanty, S. P., Choppali, U., & Kougianos, E. (2016). Everything you wanted to know about smart cities: the Internet of things is the backbone. IEEE Consumer Electronics Magazine, 5(3), 60-70.
Molin, Eric J. E., & Timmermans, H. J. (2006). Traveler expectations and willingness-to-pay for Web-enabled public transport information services. Transportation Research Part C:Emerging Technologies, 14(2), 57-67.
Montoya-Weiss, M. M., Voss, G. B., & Grewal, D. (2003). Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Journal of the Academy of Marketing Science, 31(4), 448-458.
Muscalu, E. (2015). Current remarks regarding the success determinants of the Citizen’s Relationship Management (CiRM) as a specific form of Customer Relationship Management (CRM). In Proceedings of the International Management Conference, 9(1), (pp.990-998). Bucharest, Romania.
Nam, T., & Pardo, T. A. (2011). Conceptualizing smart city with dimensions of technology, people, and institutions. Proceedings of the 12th Annual International Conference on Digital Government Research (pp.282–291). New York, NY, USA.
Nathanail, E. (2008). Measuring the quality of service for passengers on the Hellenic railways. Transportation Research Part A: Policy and Practice, 42(1), 48-66.
Nguyen, K. T., Duong, T. M., Tran, N. Y., Ha, A. T., & Phung, N. T. (2020). The Impact of Emotional Intelligence on Performance: A Closer Look at Individual and Environmental Factors. Journal of Asian Finance, Economics, and Business, 7(1), 183-193.
Ozbay, K., & Kachroo, P. (1999). Incident management in intelligent transportation systems. 1-248, Norwood, MA:Artech House Publishers.
Patrício, L., Fisk, R. P., & Cunha, J. F. (2003). Improving satisfaction with bank service offerings: measuring the contribution of each delivery channel. Managing Service Quality, 13(6), 471-482
Perone, J., & Volinski, J. (2003). Fare, free or something in between? University of South Florida, Tampa FL, USA.
Pulido-Fernández, J. I., & López-Sánchez, Y. (2016). Are tourists really willing to pay more for sustainable destinations? Sustainability, 8(12), 1240.
Redman, L., Friman, M., Gärling, T., & Hartig, T. (2013). Quality attributes of public transport that attract car users: a research review. Transport Policy, 25, 119-127.
Ronald, N., Thompson, R., & Winter, S. (2015). Simulating demand-responsive transportation: a review of agent-based approaches. Transport Reviews, 35(4), 404-421.
Seo, S., & Park, S. (2017). Koreans’ satisfaction with public transportation service. Journal of the Eastern Asia Society for Transportation Studies, 12, 454-463
Shan, L. Ch., Panagiotopoulos, P., Regan, A., De Brun, A., Barnett, J., Wall, P., & McConnon, A. (2015). Interactive communication with the public: qualitative exploration of the use of social media by food and health organizations. Journal of Nutrition Education and Behavior, 47(1), 104-108.
Sharaby, N., & Shiftan, Y. (2012). The impact of fare integration on travel behavior and transit ridership. Transport Policy, 21, 63–70.
Sinha, K. C. (2003). Sustainability and urban public transportation. Journal of Transportation Engineering, 129(4), 331-341.
St-Louis, E., Manaugh, K., van Lierop, D., & El-Geneidy, A. (2014). The happy commuter: a comparison of commuter satisfaction across modes. Transportation Research part F:Traffic Psychology and Behaviour, 26, 160-170.
Stradling, S. G., Anable, J., & Carreno, M. (2007). Performance, importance and user disgruntlement: a six-step method for measuring satisfaction with travel modes. Transportation Research Part A: Policy and Practice, 41(1), 98-106.
Thøgersen, J. (2009). Consumer decision-making with regard to organic food products. Traditional Food Production and Rural Sustainable Development: A European Challenge, 1, 173-192.
Thompson, K., & Schofield, P. (2007). An investigation of the relationship between public transport performance and destination satisfaction. Journal of Transport Geography, 15(2), 136-144.
Townsend, A. M. (2013). Smart cities: big data, civic hackers, and the quest for a new utopia. New York: WW Norton & Company.
Tyrinopoulos, Y., & Antoniou, C. (2008). Public transit user satisfaction: variability and policy implications. Transport Policy, 15(4), 260-272.
Valaskova, M., & Križanova, A. (2008). The passenger satisfaction survey in the regional integrated public transport system. Promet-Traffic & Transportation, 20(6), 401-404.
Van de Walle, S., & Bouckaert, G. (2003). Public service performance and trust in government: the problem of causality. International Journal of Public Administration, 26(8-9), 891-913.
Van Lierop, D., Badami, M. G., & El-Geneidy, A. M. (2018). What influences satisfaction and loyalty in public transport? A review of the literature. Transport Reviews, 38(1), 52-72.
Van Ryzin, G. G. (2004). Expectations, performance, and citizen satisfaction with urban services. Journal of Policy Analysis and Management, 23(3), 433-448.
Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic:continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1-10.
Viegas, J. M. (2001). Making urban road pricing acceptable and effective: searching for quality and equity in urban mobility. Transport Policy, 8(4), 289-294.
Vuchic, V. R. (2002). Urban public transportation systems. University of Pennsylvania. Philadelphia, PA: Prentice-Hall.
Wang, B., Shao, C., Li, J., Weng, J., & Ji, X. (2015). Holiday travel behavior analysis and empirical study under integrated multimodal travel information service. Transport Policy, 39, 21-36.
Zeng, W., Fu, C. W., Arisona, S. M., Erath, A., & Qu, H. (2014). Visualizing mobility of public transportation system. IEEE Transactions on Visualization and Computer Graphics, 20(12), 1833-1842