000135913 001__ 135913
000135913 005__ 20240627150548.0
000135913 0247_ $$2doi$$a10.3390/su16114363
000135913 0248_ $$2sideral$$a138934
000135913 037__ $$aART-2024-138934
000135913 041__ $$aeng
000135913 100__ $$aRahnama, Shaghayegh
000135913 245__ $$aNavigating passenger satisfaction: a structural equation modeling–artificial neural network approach to intercity bus services
000135913 260__ $$c2024
000135913 5060_ $$aAccess copy available to the general public$$fUnrestricted
000135913 5203_ $$aThe phenomenon of passenger satisfaction is an important issue for public transport services and transport companies. Clarifying the relationship between influencing attributes and passenger satisfaction significantly improves service satisfaction. This study examines passenger satisfaction with intercity buses and, in particular, the role of digital information channels (websites and mobile apps) in promoting sustainable travel choices on the Madrid–Bilbao route. This study analyzed data from 459 passengers to identify the key factors influencing the bus choice for intercity bus travel. Punctuality, safety, and ticket price are the most important determinants. We use a combined structural equation modeling (SEM) and artificial neural network (ANN) approach to capture the intricate relationships between service attributes and information channels. The results show that information channels, travel experience, and ticket prices significantly impact passenger satisfaction, which bus operators should improve. Also, inserting the SEM result as input for the ANN showed that ticket price is the most significant predictor of satisfaction, followed by information channels (84%) and travel experience (65%). This approach provides valuable insights for improving the passenger experience. This study emphasizes integrating digital transformation strategies into public transport systems to promote sustainable mobility goals.
000135913 536__ $$9info:eu-repo/grantAgreement/ES/MICINN/RTC2019-007041-4
000135913 540__ $$9info:eu-repo/semantics/openAccess$$aby$$uhttp://creativecommons.org/licenses/by/3.0/es/
000135913 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/publishedVersion
000135913 700__ $$aCortez, Adriana
000135913 700__ $$aMonzón, Andrés
000135913 773__ $$g16, 11 (2024), 4363 [33 pp.]$$pSustainability (Basel)$$tSustainability (Switzerland)$$x2071-1050
000135913 8564_ $$s6424235$$uhttps://zaguan.unizar.es/record/135913/files/texto_completo.pdf$$yVersión publicada
000135913 8564_ $$s2704007$$uhttps://zaguan.unizar.es/record/135913/files/texto_completo.jpg?subformat=icon$$xicon$$yVersión publicada
000135913 909CO $$ooai:zaguan.unizar.es:135913$$particulos$$pdriver
000135913 951__ $$a2024-06-27-13:20:33
000135913 980__ $$aARTICLE