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首页> 外文期刊>Transport policy >Understanding public transport satisfaction: Using Maslow's hierarchy of (transit) needs
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Understanding public transport satisfaction: Using Maslow's hierarchy of (transit) needs

机译：了解公共交通的满意度：使用马斯洛的（过境）需求层次

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摘要

Public transport (PT) administrators require mechanisms to prioritise investments for improving their services, not only to maintain existing customers but also to attract new users. Customer satisfaction surveys allow detecting the level of global satisfaction with the PT system in addition to more specific satisfaction with its various attributes. Statistical analyses of these data allow determining which attributes impact more strongly on overall satisfaction. Although several econometric frameworks have been used for this task, we found only three studies loosely based on psychological theories to justify the models obtained. To address this critical gap in the literature, we postulate the existence of a Maslow's hierarchy of transit needs, with three types of attributes: functional (utilitarian), security (protection) and hedonic. To test our hypothesis, we estimate structural equation models (SEM), SEM-Multigroup, and SEMM (finite mixture) models, and assess their differences in four different cities with Bus Rapid Transit (BRT)-type systems in Latin America. Our results confirm the existence of a hierarchy in the different BRT-type system contexts, allowing to derive more generalisable conclusions. Finally, we provide direct policy recommendations by constructing a set of priorities for our case studies, concerning reliability, safety, customer services and comfort; which is generalisable to any PT system setting.
机译：公共交通（PT）管理员需要一种机制来确定投资的优先级，以改善其服务，不仅维护现有客户，而且吸引新用户。客户满意度调查除了可以更全面地了解其各种属性外，还可以检测对PT系统的总体满意度。通过对这些数据进行统计分析，可以确定哪些属性对整体满意度的影响更大。尽管已使用多个计量经济学框架来完成此任务，但我们仅基于心理学理论松散地进行了三项研究来证明所获得的模型是正确的。为了解决文献中的这一关键空白，我们假设存在马斯洛的过境需求等级，具有三种类型的属性：功能性（功利主义），安全性（保护）和享乐主义。为了检验我们的假设，我们估计了结构方程模型（SEM），SEM-Multigroup和SEMM（有限混合）模型，并评估了拉丁美洲四个使用快速公交（BRT）类型系统的城市在四个不同城市的差异。我们的结果证实了在不同的BRT类型的系统环境中存在层次结构，从而可以得出更可概括的结论。最后，我们通过为案例研究构建一系列优先事项来提供直接的政策建议，涉及可靠性，安全性，客户服务和舒适度；这对任何PT系统设置都是通用的。

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  • 来源
    《Transport policy》 |2019年第9期|75-94|共20页
  • 作者

    Allen Jaime; Carlos Munoz Juan; de Dios Ortuzar Juan;

  • 作者单位

    Univ Costa Rica, Natl Lab Mat & Struct Models LanammeUCR, Finca 2, San Jose 115012060, Costa Rica;

    Pontificia Univ Catolica Chile, Dept Transport Engn & Logist, Ctr Sustainable Urban Dev CEDEUS, Vicuna Mackenna 4860, Santiago 7820436, Chile|BRT Ctr Excellence, Vicuna Mackenna 4860, Santiago 7820436, Chile;

    BRT Ctr Excellence, Vicuna Mackenna 4860, Santiago 7820436, Chile|Pontificia Univ Catolica Chile, Dept Transport Engn & Logist, Inst Complex Engn Syst, Vicuna Mackenna 4860, Santiago 7820436, Chile;

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  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

    Public transport; Satisfaction; Loyalty; Maslow's hierarchy of needs; SEM multi-group analysis; SEM latent class;

    机译：公共交通;满意;忠诚度;马斯洛的需要层次;SEM多组分析;SEM潜在课程;

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