The role of predicted, on-line experienced and remembered satisfaction in current choice to use public transport services

Tore Pedersen, Margareta Friman and Per Kristensson

Journal of Retailing and Consumer Services, 2011, vol. 18, issue 5, 471-475

Abstract: A longitudinal field study investigated the role of predicted, on-line experienced and remembered satisfaction in the current use of public transport. Sixty-two car users voluntarily travelled by public transport for a period of one month and ratings of predicted, on-line experienced and remembered satisfaction were collected. The results showed that remembered satisfaction with public transport was significantly lower than on-line experienced satisfaction. Furthermore, overall remembered satisfaction accounted for current public transport use, whereas on-line experienced satisfaction did not. Results suggest that recollection of satisfaction with public transport is negatively biased. This bias affects current choice to travel by public transport.

Keywords: Affective forecasting; Public transport; Consumer satisfaction (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (11)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:18:y:2011:i:5:p:471-475

DOI: 10.1016/j.jretconser.2011.06.013

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