How Transportation Service Quality Drives Public Attitude and Image of a Sustainable City: Satisfaction as A Mediator and Involvement as A Moderator

Mu-Chen Chen, Chia-Lin Hsu and Mu-Ming Chen
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Mu-Chen Chen: Department of Transportation and Logistics Management, National Chiao Tung University, 4F, No. 118, Section 1, Chung Hsiao W. Road, Taipei 100, Taiwan
Chia-Lin Hsu: Department of International Business Administration, Chinese Culture University, 55, Hwa-Kang Road, Yang-Ming-Shan, Taipei 11114, Taiwan
Mu-Ming Chen: Department of Transportation and Logistics Management, National Chiao Tung University, 4F, No. 118, Section 1, Chung Hsiao W. Road, Taipei 100, Taiwan

Sustainability, 2019, vol. 11, issue 23, 1-18

Abstract: This study highlights transportation service quality (including that of the core transportation service and the physical environment of transportation) and investigates its impact on satisfaction as well as attitude toward and image of a sustainable city. Additionally, this study also addresses the mediating role of satisfaction in the relationships between transportation service quality, and both attitude toward and image of a sustainable city, as well as the moderating role of involvement in the links between satisfaction and this attitude and between satisfaction and this image. The findings confirm that both core transportation service and the physical environment of transportation significantly and positively influence satisfaction and, in turn, significantly and positively influence attitude toward and image of a sustainable city. Satisfaction also plays a mediating role in the links between transportation service quality and this attitude and image. In addition, the effect of satisfaction on attitude toward and image of a sustainable city becomes greater as the level of involvement increases.

Keywords: sustainable city; mega-event; service quality; satisfaction; involvement; city attitude; city image (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

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