Students’ Views on Public Transport: Satisfaction and Emission

Dragan Stojic, Zoran Ciric, Otilija Sedlak and Aleksandra Marcikic Horvat
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Dragan Stojic: Faculty of Economics Subotica, University of Novi Sad, 21000 Novi Sad, Serbia
Zoran Ciric: Faculty of Economics Subotica, University of Novi Sad, 21000 Novi Sad, Serbia
Otilija Sedlak: Faculty of Economics Subotica, University of Novi Sad, 21000 Novi Sad, Serbia
Aleksandra Marcikic Horvat: Faculty of Economics Subotica, University of Novi Sad, 21000 Novi Sad, Serbia

Sustainability, 2020, vol. 12, issue 20, 1-16

Abstract: Overall satisfaction is an emotional response to a perceived discrepancy between expectations and perceptions. Overall satisfaction is more of a holistic affective construct after a service delivery experience, while transaction-specific satisfaction refers to attribute-based cognitive evaluation of service encounters. The authors investigated which particular attributes of public transport service drive satisfaction of customers, contributing to public transport becoming more sustainable. The questionnaire used in this research was constructed based on Benchmarking in European Service of Public Transport (BEST). The respondents belonged to the group of younger users of public transport services. Correlation analysis, factor analysis, and regression analysis were used in data processing and interpretation. Results obtained from the research show that young people emphasize the importance of on-line information, comfort, and prices of the public transportation. This paper not only provides insight into expectations of public transport users, but also investigated the potential decrease in CO 2 and PM emissions when private vehicles are substituted with the public transport.

Keywords: public transport services quality; customer satisfaction; developing of attractive; sustainable and marketable public transport (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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