Volume 04 Issue 06-2024
1
American Journal Of Social Sciences And Humanity Research
(ISSN
–
2771-2141)
VOLUME
04
ISSUE
06
P
AGES
:
1-7
OCLC
–
1121105677
Publisher:
Oscar Publishing Services
Servi
ABSTRACT
Passenger satisfaction is a critical determinant of success in the road transport industry, influencing both customer
loyalty and operational efficiency. This study employs the Delphi Technique to systematically investigate the factors
affecting passenger satisfaction. By engaging a panel of experts through multiple rounds of questionnaires, consensus
was reached on key determinants, including service quality, safety, convenience, and customer service. The findings
provide a comprehensive understanding of passenger expectations and priorities, offering valuable insights for
transport operators aiming to enhance their service offerings. This research highlights the utility of the Delphi
Technique in eliciting expert opinions and developing actionable strategies to improve passenger satisfaction in the
road transport sector.
KEYWORDS
Passenger Satisfaction, Road Transport Industry, Delphi Technique, Service Quality, Customer Loyalty, Operational
Efficiency, Expert Consensus, Transport Services.
INTRODUCTION
Passenger satisfaction is a pivotal component in the
road transport industry, directly influencing customer
loyalty, brand reputation, and operational success. As
competition intensifies and consumer expectations
Research Article
UNRAVELING PASSENGER SATISFACTION IN THE ROAD TRANSPORT
INDUSTRY THROUGH A DELPHI TECHNIQUE APPROACH
Submission Date:
May 22, 2024,
Accepted Date:
May 27, 2024,
Published Date:
June 01, 2024
Naveed ul Hasan
Assistant Professor, Faculty of Economy, Management and Accounting, Yazd University, Yazd, Iran
Journal
Website:
https://theusajournals.
com/index.php/ajsshr
Copyright:
Original
content from this work
may be used under the
terms of the creative
commons
attributes
4.0 licence.
Volume 04 Issue 06-2024
2
American Journal Of Social Sciences And Humanity Research
(ISSN
–
2771-2141)
VOLUME
04
ISSUE
06
P
AGES
:
1-7
OCLC
–
1121105677
Publisher:
Oscar Publishing Services
Servi
evolve, understanding and addressing the factors that
drive passenger satisfaction has become increasingly
crucial for transport operators. Despite its importance,
the complexity and variability of passenger needs pose
significant challenges in identifying and prioritizing
these factors.
Traditional
methods
of
assessing
passenger
satisfaction often fall short in capturing the nuanced
and dynamic nature of passenger experiences. To
address this gap, this study leverages the Delphi
Technique, a robust methodological approach
renowned for its ability to harness expert consensus
through iterative rounds of surveys. By engaging a
panel of industry experts, the Delphi Technique
enables a systematic and comprehensive exploration
of the multifaceted elements that contribute to
passenger satisfaction in the road transport sector.
The primary objective of this study is to unravel the
critical determinants of passenger satisfaction from an
expert perspective, offering valuable insights that can
inform
strategic
decision-making
and
service
improvements. By systematically identifying and
prioritizing key factors such as service quality, safety,
convenience, and customer service, this research aims
to provide a clear roadmap for transport operators
seeking to enhance their service offerings and better
meet passenger expectations.
Through this introduction of the Delphi Technique in
the context of the road transport industry, the study
not only underscores the importance of expert-driven
insights but also demonstrates the technique's
applicability
in
addressing
complex
industry
challenges. Ultimately, this research contributes to the
broader discourse on passenger satisfaction and
presents actionable recommendations for fostering a
more satisfying and efficient transport experience.
METHOD
This study employed the Delphi Technique to
investigate the factors influencing passenger
satisfaction in the road transport industry. The Delphi
Technique is a structured communication method that
relies on a panel of experts who participate in multiple
rounds of questionnaires. The goal is to achieve a
convergence of opinion on specific topics through
controlled feedback. This approach is particularly well-
suited for complex issues where individual judgments
need to be aggregated to form a collective consensus.
The first step involved selecting a panel of experts with
substantial experience and knowledge in the road
transport industry. Experts were chosen based on their
professional roles, years of experience, and
contributions to the field. The panel included transport
operators, policy makers, academic researchers, and
customer service specialists. A total of 20 experts were
Volume 04 Issue 06-2024
3
American Journal Of Social Sciences And Humanity Research
(ISSN
–
2771-2141)
VOLUME
04
ISSUE
06
P
AGES
:
1-7
OCLC
–
1121105677
Publisher:
Oscar Publishing Services
Servi
invited to participate, ensuring a diverse range of
perspectives.
In the initial round, the experts were asked to provide
open-ended responses to a set of questions designed
to elicit a broad range of factors affecting passenger
satisfaction. Questions focused on areas such as
service quality, safety, convenience, pricing, and
customer service. The responses were then collected,
categorized, and analyzed to identify common themes
and unique insights.
Based on the first round's findings, a structured
questionnaire was developed for the second round.
This questionnaire included a list of factors identified
previously, and the experts were asked to rate the
importance of each factor on a Likert scale ranging
from 1 (least important) to 5 (most important). The
purpose of this round was to quantify the significance
of each factor and to begin narrowing down the list to
the most critical determinants of passenger
satisfaction.
In the third round, the results from the second round
were summarized and fed back to the panel. Experts
were provided with the aggregated ratings and asked
to reconsider their previous ratings in light of the
group’s responses. This iterative process aimed to
refine the consensus and resolve any significant
discrepancies among the experts’ opinions. Additional
comments and justifications were also solicited to
enrich the understanding
of each factor’s impact.
Volume 04 Issue 06-2024
4
American Journal Of Social Sciences And Humanity Research
(ISSN
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2771-2141)
VOLUME
04
ISSUE
06
P
AGES
:
1-7
OCLC
–
1121105677
Publisher:
Oscar Publishing Services
Servi
The data from the final round were analyzed using
descriptive statistics to identify the mean, median, and
standard deviation for each factor’s importance rating.
Factors with the highest mean ratings and lowest
standard deviations were considered the most critical
for passenger satisfaction. Qualitative data from open-
ended responses were also analyzed using thematic
analysis to identify any emerging trends and insights.
To ensure the robustness of the findings, a validation
phase was conducted involving a smaller follow-up
survey with a subset of the original panel. This phase
aimed to confirm the reliability and relevance of the
identified factors. Additionally, a comparison with
existing literature and industry reports was performed
to contextualize the findings within the broader
landscape of road transport research.
By systematically engaging experts and iteratively
refining their input, this study was able to develop a
comprehensive and prioritized list of factors
influencing passenger satisfaction in the road
transport industry. The use of the Delphi Technique
provided a rigorous and collaborative framework for
addressing the complex and multifaceted nature of
passenger satisfaction, offering valuable insights for
both researchers and practitioners in the field.
RESULTS
Volume 04 Issue 06-2024
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American Journal Of Social Sciences And Humanity Research
(ISSN
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2771-2141)
VOLUME
04
ISSUE
06
P
AGES
:
1-7
OCLC
–
1121105677
Publisher:
Oscar Publishing Services
Servi
The Delphi Technique successfully identified and
prioritized
key
factors
influencing
passenger
satisfaction in the road transport industry. After three
rounds of surveys, consensus was achieved on several
critical determinants. The top factors, ranked by their
mean importance ratings, included service quality,
safety, convenience, pricing, and customer service.
Service quality emerged as the most critical factor,
with experts highlighting the importance of
punctuality, cleanliness, and reliability. Safety was
deemed essential, focusing on the maintenance of
vehicles and adherence to safety regulations.
Convenience, encompassing ease of access and route
efficiency, was also highly rated. Pricing and customer
service, particularly staff behavior and responsiveness,
rounded out the top factors.
DISCUSSION
The findings of this study underscore the multifaceted
nature of passenger satisfaction in the road transport
industry. Service quality, as the highest-rated factor,
aligns with existing literature that emphasizes the
importance of reliable and efficient transport services.
This highlights the need for transport operators to
invest in maintaining high standards of punctuality and
cleanliness to meet passenger expectations.
Safety, as the second most critical factor, reflects
growing passenger concerns about the physical
security and maintenance of vehicles. This is consistent
with studies that indicate safety as a fundamental
requirement for public transport users. Transport
operators should prioritize safety measures, including
regular maintenance checks and adherence to safety
protocols, to build passenger trust and satisfaction.
Convenience
emerged
as
another
significant
determinant, suggesting that passengers value
accessible and efficient transport routes. Enhancing
route planning and minimizing transit times can
significantly improve the overall travel experience.
Pricing, while critical, must balance affordability with
the quality of services offered. Competitive and
transparent pricing strategies can enhance passenger
perceptions of value for money.
Customer service, particularly the behavior and
responsiveness of staff, plays a crucial role in shaping
passenger experiences. Training programs focused on
improving staff interactions with passengers can lead
to higher satisfaction levels. The study's findings
suggest that a holistic approach, addressing multiple
aspects of the travel experience, is essential for
improving passenger satisfaction.
CONCLUSION
This study provides a comprehensive analysis of the
factors influencing passenger satisfaction in the road
transport industry through the application of the
Delphi Technique. By engaging a diverse panel of
experts, the research identified and prioritized key
Volume 04 Issue 06-2024
6
American Journal Of Social Sciences And Humanity Research
(ISSN
–
2771-2141)
VOLUME
04
ISSUE
06
P
AGES
:
1-7
OCLC
–
1121105677
Publisher:
Oscar Publishing Services
Servi
determinants, offering valuable insights for transport
operators.
The results highlight service quality, safety,
convenience, pricing, and customer service as the top
factors impacting passenger satisfaction. Transport
operators are encouraged to focus on these areas to
enhance their service offerings and better meet
passenger expectations. Future research could explore
the implementation of these findings in different
contexts and evaluate the long-term impact on
passenger satisfaction.
In conclusion, the Delphi Technique proved to be an
effective method for unraveling the complexities of
passenger satisfaction. The insights gained from this
study can guide transport operators in developing
targeted strategies to improve their services,
ultimately leading to higher levels of passenger
satisfaction and loyalty in the road transport industry.
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Volume 04 Issue 06-2024
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American Journal Of Social Sciences And Humanity Research
(ISSN
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2771-2141)
VOLUME
04
ISSUE
06
P
AGES
:
1-7
OCLC
–
1121105677
Publisher:
Oscar Publishing Services
Servi
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