Are service quality and travel satisfaction two different variables?
Many governments actively encourage citizens to switch travel mode from private cars to public transport to alleviate urban traffic problems. Improving the service quality and travel satisfaction of public transport is widely recognized as a practical approach to reach this target. However, scholars...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Human Resource Management Academic Research Society
2024
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| Online Access: | http://psasir.upm.edu.my/id/eprint/117554/ http://psasir.upm.edu.my/id/eprint/117554/1/117554.pdf |
| _version_ | 1848867280381804544 |
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| author | Dong, Hao Hashim, Haslinda Kamarulzaman, Nitty Hirawaty |
| author_facet | Dong, Hao Hashim, Haslinda Kamarulzaman, Nitty Hirawaty |
| author_sort | Dong, Hao |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Many governments actively encourage citizens to switch travel mode from private cars to public transport to alleviate urban traffic problems. Improving the service quality and travel satisfaction of public transport is widely recognized as a practical approach to reach this target. However, scholars have debated whether service quality and travel satisfaction are separate constructs. Some scholars consider them to be two different concepts, while others consider them to be the same concept. This literature needs to be reviewed and synthesized. Successfully differentiating between service quality and travel satisfaction will effectively inform marketing strategies. Therefore, this study employs a literature review approach to the review of current literature. The results indicate that (1) there is indeed measurement ambiguity between service quality and travel satisfaction in transport behavior research. (2) The measurement of travel satisfaction needs to be based on subjective well-being, which belongs to affective factors, while the assessment of service quality relies on cognitive dimensions. Finally, the results are discussed and summarized, and provide suggestions for future research. This paper can provide research references for travel mode choice behavior and provide research value for the application of service quality and travel satisfaction. |
| first_indexed | 2025-11-15T14:33:59Z |
| format | Article |
| id | upm-117554 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T14:33:59Z |
| publishDate | 2024 |
| publisher | Human Resource Management Academic Research Society |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-1175542025-05-29T06:56:17Z http://psasir.upm.edu.my/id/eprint/117554/ Are service quality and travel satisfaction two different variables? Dong, Hao Hashim, Haslinda Kamarulzaman, Nitty Hirawaty Many governments actively encourage citizens to switch travel mode from private cars to public transport to alleviate urban traffic problems. Improving the service quality and travel satisfaction of public transport is widely recognized as a practical approach to reach this target. However, scholars have debated whether service quality and travel satisfaction are separate constructs. Some scholars consider them to be two different concepts, while others consider them to be the same concept. This literature needs to be reviewed and synthesized. Successfully differentiating between service quality and travel satisfaction will effectively inform marketing strategies. Therefore, this study employs a literature review approach to the review of current literature. The results indicate that (1) there is indeed measurement ambiguity between service quality and travel satisfaction in transport behavior research. (2) The measurement of travel satisfaction needs to be based on subjective well-being, which belongs to affective factors, while the assessment of service quality relies on cognitive dimensions. Finally, the results are discussed and summarized, and provide suggestions for future research. This paper can provide research references for travel mode choice behavior and provide research value for the application of service quality and travel satisfaction. Human Resource Management Academic Research Society 2024-04-24 Article PeerReviewed text en cc_by_4 http://psasir.upm.edu.my/id/eprint/117554/1/117554.pdf Dong, Hao and Hashim, Haslinda and Kamarulzaman, Nitty Hirawaty (2024) Are service quality and travel satisfaction two different variables? International Journal of Academic Research in Business and Social Sciences, 14 (4). pp. 1422-1431. ISSN 2222-6990 https://hrmars.com/index.php/IJARBSS/article/view/21245/Are-Service-Quality-and-Travel-Satisfaction-two-Different-Variables 10.6007/ijarbss/v14-i4/21245 |
| spellingShingle | Dong, Hao Hashim, Haslinda Kamarulzaman, Nitty Hirawaty Are service quality and travel satisfaction two different variables? |
| title | Are service quality and travel satisfaction two different variables? |
| title_full | Are service quality and travel satisfaction two different variables? |
| title_fullStr | Are service quality and travel satisfaction two different variables? |
| title_full_unstemmed | Are service quality and travel satisfaction two different variables? |
| title_short | Are service quality and travel satisfaction two different variables? |
| title_sort | are service quality and travel satisfaction two different variables? |
| url | http://psasir.upm.edu.my/id/eprint/117554/ http://psasir.upm.edu.my/id/eprint/117554/ http://psasir.upm.edu.my/id/eprint/117554/ http://psasir.upm.edu.my/id/eprint/117554/1/117554.pdf |