Investigation of the Relationship between the Perceived Public Transport Service Quality and Satisfaction: A PLS-SEM Technique

Abstract

Public transportation (PT) service quality is recognized as a cornerstone of infrastructure development in many countries. Understanding the satisfaction level of public transport users towards provided service quality is vital. However, there is still a lack of research to identify the specific relationship between the experience of service quality and private vehicle (PV) users’ satisfaction. Therefore, this paper aimed to examine the different satisfaction attributes of PV users due to the COVID-19 pandemic and to make possible suggestions to policymakers on how to adapt to these changed attitudes. The paper highlights that some satisfaction issues became more significant, while the importance of others was mitigated due to the unusual circumstances. In this study, variance-based Partial Least Squares Structural Equation Modeling (PLS-SEM) was applied to test the proposed hypotheses. Further, Partial Least Squares Multi-Group Analysis (PLS-MGA) was conducted for investigating the perception of age and gender groups on the basis of gap analysis. An online panel and printed questionnaire survey were used to collect data in Budapest, Hungary in October and November 2020 during COVID-19 from the perception of 100 PV users. The findings show that perceived service quality and accessibility are statistically significant in the formation of PV users’ satisfaction but safety and security were not significantly related to satisfaction. Additionally, results from PLS-MGA reveal that there was a significant difference among gender and age groups in achieving satisfaction associated with safety and security. The conclusions of this study are not only beneficial for the theory of this field but also contribute to practice for policymakers in terms of providing better service with specific identification of how to encourage more private vehicle users to use public transportation.