Comparing Satisfaction/Dissatisfaction and Public Confidence in the ITS Environment in Public and Private Transportation

Abstract

Although Intelligent Transport Systems (ITS) is widely used both in public and private transportation, the factors that influence satisfaction and public confidence seem to differ between the two modes of transportation. The purpose of this study is to compare the justice dimensions that influence satisfaction and public confidence in the context of ITS in public and private transportation and to explore implications for Citizen/Customer Relationship Management (CRM) and public policy. This study finds that in public transportation, policy planners should focus on freedom to communicate views and opinions, ease of engaging commuting, adaptability of commuting to reflect individual circumstances, manner and behavior of service personnel, and provision of caring, individual attention towards passengers. In private transportation, policy planners should focus on manner and behavior of the service personnel, and provision of caring, individual attention towards passengers.2