Factors influencing public transport passengers’ satisfaction: a new model

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Abstract
Purpose: – The purpose of this paper is to investigate the simultaneous effect of perceived value, image, perceived ease of use and perceived usefulness on passengers’ satisfaction.Design/methodology/approach: – The empirical data were collected through survey. The respondents of the survey are 292 public transport passengers in Jakarta, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses.Findings: – The findings showed that public transport passengers’ satisfaction is influenced by perceived value, perceived usefulness and image while perceived ease of use does not affect public transport passengers’ satisfaction.Research limitations/implications: – The authors performed the survey only at Jakarta using convenience sampling method. Hence, the research results may not be generalized to other contexts. Given this, in order to test the stability of the findings in other contexts, a replication research is important to be performed in the future.Practical implications: – Public transport service managers need to pay attention to perceived value, perceived usefulness and image in order to ensure public transport passengers’ satisfaction.Originality/value: – This study is believed to be the first to develop and test public transport passengers’ satisfaction model that integrated perceived value, image, perceived ease of use and perceived usefulness.

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