Transportation Research Part A: Policy and Practice ( IF 6.4 ) Pub Date : 2020-11-27 , DOI: 10.1016/j.tra.2020.11.006 Juan de Oña
Several studies have made manifest that involvement with public transport play a key role in the intentions of its use. However, conflicting models exist in the literature about involvement’s role in the relationship between service quality, satisfaction and behavioral intentions or loyalty. Previous studies suggest all possible roles: antecedent, mediator, moderator and direct effects. A structural equation modeling approach is applied here to further understand the role of involvement with public transport, comparing eight alternative models and using data from a single survey carried out in five European cities (Madrid, Rome, Berlin, Lisbon and London). Later, the study uses a multiple indicators and multiple causes structural equation modeling approach (SEM-MIMIC) to analyze the effect of heterogeneity present in the data over the four constructs considered (service quality, satisfaction, involvement and behavioral intentions). This comprehensive methodological approach provides a number of noteworthy findings, including the empirical verification that satisfaction is a full mediator between service quality and involvement, and involvement is a full mediator between satisfaction and behavioral intentions. The results further suggest that involvement is the factor that contributes most to behavioral intentions or loyalty, followed by service quality perceptions and satisfaction. Lastly, this study demonstrates the relevance of controlling for heterogeneity in users’ perceptions, so as to obtain more robust relations among factors and identify significant differences among market segments, which could prove useful for public transport operators or policy makers.
中文翻译:
参与公共交通在服务质量,满意度和行为意图之间的关系中的作用
多项研究表明,参与公共交通在其使用意图中起着关键作用。但是,关于服务质量,满意度与行为意图或忠诚度之间的关系中参与作用的文献,存在着矛盾的模型。先前的研究表明了所有可能的作用:前因,中介,调节作用和直接作用。本文采用结构方程建模方法进一步了解公共交通的作用,比较八个替代模型,并使用在五个欧洲城市(马德里,罗马,柏林,里斯本和伦敦)进行的一次调查得出的数据。后来,这项研究使用了多个指标和多个原因的结构方程建模方法(SEM-MIMIC),分析了数据在考虑的四种结构(服务质量,满意度,参与度和行为意图)中存在的异质性影响。这种全面的方法论方法提供了许多值得注意的发现,包括经验证明,满意度是服务质量和参与之间的完全中介,而参与是满意度和行为意图之间的完全中介。结果进一步表明,参与是最有助于行为意图或忠诚度的因素,其次是服务质量感知和满意度。最后,这项研究证明了控制用户感知中的异质性的重要性,