Traveler perceived service quality and satisfaction with public transport : The influence of digital competence and environmental attitudes
Nilsson, Jonas ; Jansson, Johan ; Nicholas, Kimberly LU
and Zhao, Chunli
LU
(2025)
In Transport Policy
172.
- Abstract
As public transport is becoming more reliant on digitalizing services, by for example using apps to sell tickets and provide information, it is important for policy to study how this influences customer perceived service quality and satisfaction. In addition, as public transport is viewed as a more environmentally benign form of transportation it also becomes important to monitor how environmental attitudes influence traveler satisfaction. Using the theoretical underpinnings of utilitarian and experience quality we surveyed 4200 public transport travelers in Sweden focusing on digital competence and environmental attitudes. Using structural equation modelling we find that both digital competence and environmental attitudes influence... (More)
As public transport is becoming more reliant on digitalizing services, by for example using apps to sell tickets and provide information, it is important for policy to study how this influences customer perceived service quality and satisfaction. In addition, as public transport is viewed as a more environmentally benign form of transportation it also becomes important to monitor how environmental attitudes influence traveler satisfaction. Using the theoretical underpinnings of utilitarian and experience quality we surveyed 4200 public transport travelers in Sweden focusing on digital competence and environmental attitudes. Using structural equation modelling we find that both digital competence and environmental attitudes influence perceived quality and customer satisfaction so that travelers who 1) are able to deal with digital tools like smart-phone applications in public transport, and 2) have strong environmental attitudes, perceive the quality of the public transport service to be better. We suggest that policymakers could increase public transport ridership and quality perceptions by more clearly communicating the environmental benefits of public transport and educate travelers on the digital tools they provide to help provide their services.
(Less)
- author
- Nilsson, Jonas
; Jansson, Johan
; Nicholas, Kimberly
LU
and Zhao, Chunli
LU
- organization
- publishing date
- 2025-10
- type
- Contribution to journal
- publication status
- published
- subject
- keywords
- Consumer satisfaction, Digital competence, Environmental attitudes, Experience quality, Public transport, Utilitarian quality
- in
- Transport Policy
- volume
- 172
- article number
- 103741
- publisher
- Elsevier
- external identifiers
-
- scopus:105012558423
- ISSN
- 0967-070X
- DOI
- 10.1016/j.tranpol.2025.07.022
- language
- English
- LU publication?
- yes
- additional info
- Publisher Copyright: © 2025 The Authors
- id
- 9af90c68-cb55-4642-b574-243027f03aef
- date added to LUP
- 2025-10-09 10:25:35
- date last changed
- 2025-10-09 14:57:59
@article{9af90c68-cb55-4642-b574-243027f03aef,
abstract = {{<p>As public transport is becoming more reliant on digitalizing services, by for example using apps to sell tickets and provide information, it is important for policy to study how this influences customer perceived service quality and satisfaction. In addition, as public transport is viewed as a more environmentally benign form of transportation it also becomes important to monitor how environmental attitudes influence traveler satisfaction. Using the theoretical underpinnings of utilitarian and experience quality we surveyed 4200 public transport travelers in Sweden focusing on digital competence and environmental attitudes. Using structural equation modelling we find that both digital competence and environmental attitudes influence perceived quality and customer satisfaction so that travelers who 1) are able to deal with digital tools like smart-phone applications in public transport, and 2) have strong environmental attitudes, perceive the quality of the public transport service to be better. We suggest that policymakers could increase public transport ridership and quality perceptions by more clearly communicating the environmental benefits of public transport and educate travelers on the digital tools they provide to help provide their services.</p>}},
author = {{Nilsson, Jonas and Jansson, Johan and Nicholas, Kimberly and Zhao, Chunli}},
issn = {{0967-070X}},
keywords = {{Consumer satisfaction; Digital competence; Environmental attitudes; Experience quality; Public transport; Utilitarian quality}},
language = {{eng}},
publisher = {{Elsevier}},
series = {{Transport Policy}},
title = {{Traveler perceived service quality and satisfaction with public transport : The influence of digital competence and environmental attitudes}},
url = {{http://dx.doi.org/10.1016/j.tranpol.2025.07.022}},
doi = {{10.1016/j.tranpol.2025.07.022}},
volume = {{172}},
year = {{2025}},
}