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Frequency of Negative Critical Incidents and Satisfaction with Public Transport Services. I
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.ORCID iD: 0000-0002-7475-680X
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.ORCID iD: 0000-0003-2705-0836
Göteborgs universitet.
2001 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 8, no 2, p. 95-104Article in journal (Refereed) Published
Abstract [en]

A mail survey was conducted to investigate factors affecting public transport users´ satisfaction with the service. The respondents were residents of a metropolitan area of Sweden. A model was proposed and estimated using the maximum-likelihood method available in LISREL VIII. In the model, overall cumulative satisfaction is positively related to attribute-specific cumulative satisfaction which in turn is negatively related to the remembered frequency of negative critical incidents. In addition, measurement models indicated that both attribute-specific satisfaction and the frequency of negative critical incidents are related to treatment by employee, reliability of service, simplicity of information, and design.

Place, publisher, year, edition, pages
2001. Vol. 8, no 2, p. 95-104
Keywords [en]
Critical incidents, Satisfaction, Public transport service
National Category
Business Administration Psychology
Research subject
Business Administration; Psychology
Identifiers
URN: urn:nbn:se:kau:diva-19466DOI: 10.1016/S0969-6989(00)00003-5OAI: oai:DiVA.org:kau-19466DiVA, id: diva2:593114
Available from: 2013-01-21 Created: 2013-01-21 Last updated: 2017-12-06Bibliographically approved

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Friman, MargaretaEdvardsson, Bo

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Service Research CenterDepartment of PsychologyThe Service and Market Oriented Transport Research GroupDepartment of Business Administration
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