Literature Review

The literature review is commenced considering the well-known findings of the general
consumer perspectives, supported by more extensive analysis into concrete research
regarding the customer satisfaction in public transport facilities. According to Mouwen
(2015) the customer satisfaction entails an apparent evaluation of both goods and
services. Fonseca, Pinto and Brito (2010) conducted a systematic approach to analyze
the impacts of technical developments to improve customer satisfaction. They analyzed
that performance reviews are very significant in assessing the satisfaction of customers
however if the experiment does not succeed the organization should have some
strategical developments to prevent the customer loss.
According to Morfoulaki and Tyrinopoulos (2010) the concept of satisfaction derive its
roots from customer fulfillment. It is based on the judgement that a feature of product or
a service or the product or service as a whole generates a pleasant amount of
consumer satisfaction under different levels including under or over fulfillment. The
process of need or demand satisfaction that creates the responses of fulfillment.
Schneider and White (2004) describes the term “service quality” as the comparison
between the expectation and service perceptions created in the mind of customers. In
general service quality is comprised of five different elements: responsiveness
(eagerness to support the customers through providing valuable assistance), empathy
(providing attention and taking care of customers), reliability (providing the quality
service accurately and efficiently), tangibles (the services provided to the customers
physically) and assurance (ability to build confidence and trust regarding the services in
customers).
Considering the overlying assumption that there is a direct relationship between service
quality and customer expectation about that service. To enhance the use of public
transport the whole service providing system must be designed and analyzed in such a
way that it fulfill the perceptions and requirement of consumers about the service
(Beirao and Cabral, 2007).
Khurshid et al., (2012) stated that to attain customer satisfaction different organizations
tend to implement various technological strategies but fails to achieve the level of
desired output because of lack of customer satisfaction experience and lack of focus to
sustain the satisfaction services. Aidoo et al., (2013) performed a research in which 388
passengers which were using Ferry described their opinion and it was found that
passengers are not only concerned about the public transport but want all the means of
transport efficient that it will assist them in saving their time. Through the use of Ferry
the time was saved although some people were not satisfied because of it cleanliness
and physical appearance so the results of this research provides a substantial reason
that the improvement in quality of service positively impacts the level of customer
satisfaction.
Customers of any organization tend to play a vital role in creating and maintaining its
reputation, through analyzing the previous studies we found that companies are much
aware of the importance of customer satisfaction. It is generally known that retaining old
customers is less costly than creating new ones. There are various aspects presented
which describes the consumer perspectives about making the decision regarding the
use of public transport such as safety, comfort and cleanliness, appearance, reliability,
distance to stop/network coverage and convenience. These aspects are all significant
considerations in evaluating the customer perception about the service quality (Moeton,
Caulfield and Anable, 2016).
The research carried by Fuji, Garling and Kitamura (2001) concluded that no matter the
service is provided through private or public means the thing matter is the quality of
service and responsiveness of the organization which ultimately lead to high profit and
customer satisfaction. Furthermore, the quality of service is an important for industries
because it implies positive impacts on the organizational performance as well as
company growth rate signifies. Every effort is made by the organizations to meet the
demand of customers to gain better customer loyalty and customer satisfaction.
According to Farooq et al., (2018) asserted that it is important for the transport
organizations to differentiate between the quality of service and satisfaction, the quality
judgement can be rendered without having the service experience whereas service
experience is required for making the satisfaction judgement. It becomes important for
the transportation companies to understand the true significance of customer
satisfaction, under the minimum budget allocated to improve the efficacy of public
transportation services the companies must define targets for increasing the overall
satisfaction of customers. Tyrinopoulos and Antoniou (2020)
References
Aidoo, E.N., Agyemang, W., Monkah, J.E. and Afukaar, F.K., 2013. Passenger's satisfaction with public
bus transport services in Ghana: a case study of Kumasi–Accra route. Theoretical and Empirical
Researches in Urban Management, 8(2), pp.33-44.

Beirão, G. and Cabral, J.S., 2007. Understanding attitudes towards public transport and private car: A
qualitative study. Transport policy, 14(6), pp.478-489.

Farooq, M.S., Salam, M., Fayolle, A., Jaafar, N. and Ayupp, K., 2018. Impact of service quality on
customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport
Management, 67, pp.169-180.

Fonseca, F., Pinto, S. and Brito, C., 2010. Service quality and customer satisfaction in public transports.

Fujii, S., Gärling, T. and Kitamura, R., 2001. Changes in drivers’ perceptions and use of public transport
during a freeway closure: Effects of temporary structural change on cooperation in a real-life social
dilemma. Environment and behavior, 33(6), pp.796-808.

Khurshid, R., Naeem, H., Ejaz, S., Mukhtar, F. and Batool, T., 2012. Service quality and customer
satisfaction in public transport sector of Pakistan: an empirical study. International journal of economics
and management sciences, 1(9), pp.24-30.

Morfoulaki, M., Tyrinopoulos, Y. and Aifadopoulou, G., 2010, October. Estimation of satisfied customers
in public transport systems: a new methodological approach. In Journal of the Transportation Research
Forum (Vol. 46, No. 1).

Morton, C., Caulfield, B. and Anable, J., 2016. Customer perceptions of quality of service in public
transport: Evidence for bus transit in Scotland. Case Studies on Transport Policy, 4(3), pp.199-207.

Mouwen, A., 2015. Drivers of customer satisfaction with public transport services. Transportation
Research Part A: Policy and Practice, 78, pp.1-20.

Schneider, B. and White, S.S., 2004. Service quality: Research perspectives. Sage.

Tyrinopoulos, Y. and Antoniou, C., 2020. Review of factors affecting transportation systems adoption and
satisfaction. In Demand for Emerging Transportation Systems (pp. 11-36). Elsevier.