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Effect of critical incidents on public transport satisfaction and loyalty: an Ordinal Probit SEM-MIMIC approach
Supplying public transport systems with high levels of service quality is fundamental for retaining users and attracting new ones. Policies that improve transit service quality will ultimately lead to more sustainable travel patterns. Measuring overall service quality implies measuring the quality of several specific attributes and is prevalently evaluated through the perceptions of users, using satisfaction rates. In this study, we demonstrate that there is a further element that can influence users’ perceptions, the so-called critical incidents (CI), defined as encounters that are particularly satisfying or dissatisfying. The concept is not restricted to ratings of the predefined product or service attributes, because customers who experience CI remember them well and can usually describe the experience. We implement a framework that includes CI and is innovative for several reasons. Firstly, we introduce attribute-specific (e.g. reliability, safety, comfort) CI to explain attribute-specific satisfaction levels, and then we model these with latent constructs allowing for measurement error in recalling the CI. We also demonstrate that using an Ordinal-Probit approach leads to more accurate results than its numerical counterpart, the latter possibly presenting biased results. Finally, we present a full Structural Equation Multiple Cause Multiple Indicator (SEM-MIMIC) model, which corrects for heterogeneity in the perceptions of users regarding satisfaction with the various service attributes, with the overall service, and with loyalty. For these purposes, we analyse an extensive database (96,763 interviewed passengers) derived from Customer Satisfaction Surveys in the railway services offered in the hinterland of Milan. Our main contribution to the literature is that we show that the occurrence of a CI has a substantial negative impact on passenger satisfaction for all service attributes. As it is a policy-related variable, it can be managed directly by the public transport (PT) administrators. To better plan and improve PT services, avoiding CI in specific items should be the strategy to follow. On the other hand, reliability, and added-value services are the primary service attributes that have a positive effect on satisfaction with the overall service and, in turn, on loyalty. Our model can be useful for PT administrators as it sheds light on how to improve the service according to users’ preferences, and by considering the differences among user categories.
Journal Article
Longitudinal Associations Among Relationship Satisfaction, Sexual Satisfaction, and Frequency of Sex in Early Marriage
The current research used two 8-wave longitudinal studies spanning the first 4–5 years of 207 marriages to examine the potential bidirectional associations among marital satisfaction, sexual satisfaction, and frequency of sex. All three variables declined over time, though the rate of decline in each variable became increasingly less steep. Controlling for these changes, own marital and sexual satisfaction were bidirectionally positively associated with one another; higher levels of marital satisfaction at one wave of assessment predicted more positive changes in sexual satisfaction from that assessment to the next and higher levels of sexual satisfaction at one wave of assessment predicted more positive changes in marital satisfaction from that assessment to the next. Likewise, own sexual satisfaction and frequency of sex were bidirectionally positively associated with one another. Additionally, partner sexual satisfaction positively predicted changes in frequency of sex and own sexual satisfaction among husbands, yet partner marital satisfaction negatively predicted changes in both frequency of sex and own sexual satisfaction. Controlling these associations, marital satisfaction did not directly predict changes in frequency of sex or vice versa. Only the association between partner sexual satisfaction and changes in own sexual satisfaction varied across men and women and none of the key effects varied across the studies. These findings suggest that sexual and relationship satisfaction are intricately intertwined and thus that interventions to treat and prevent marital distress may benefit by targeting the sexual relationship and interventions to treat and prevent sexual distress in marriage may benefit by targeting the marital relationship.
Journal Article
How commuting affects subjective wellbeing
Commuting between home and work is routinely performed by workers and any wellbeing impacts of commuting will consequently affect a large proportion of the population. This paper presents findings from analyses of the impact of commuting (time and mode) on multiple aspects of Subjective Well-Being (SWB), including: satisfaction with life overall and the SWB sub-domains of job satisfaction, satisfaction with leisure time availability and self-reported health. Measures of strain and mental health (GHQ-12) are also examined. Six waves of individual-level panel data from Understanding Society (2009/10 to 2014/15) are analysed, providing a sample of over 26,000 workers living in England. Associations between commuting and SWB are identified, paying particular attention to those arising from individual changes in commuting circumstances over the six waves. It is found that longer commute times are associated with lower job and leisure time satisfaction, increased strain and poorer mental health. The strongest association is found for leisure time satisfaction. Despite these negative associations with the SWB sub-domains, longer commute times were not associated with lower overall life satisfaction (except where individuals persisted with them over all six waves). Workers in England appear to be successful in balancing the negative aspects of commuting against the wider benefits, e.g. access to employment, earnings and housing. Differences amongst selected population sub-groups are also examined. The job satisfaction of younger adults and lower income groups are not found to be negatively associated with longer commute times; longer commute times are more strongly negatively associated with the job satisfaction of women compared to men. With respect to mode of transport, walking to work is associated with increased leisure time satisfaction and reduced strain. The absence of the commute, via working from home, is associated with increased job satisfaction and leisure time satisfaction. Overall, the study indicates that shorter commute times and walkable commutes can contribute to improved SWB—particularly through the release of leisure time. But life satisfaction overall will only be maintained if the benefits of undertaking the commute (earnings and satisfactory housing/employment) are not compromised.
Journal Article
P11 Advanced nurse practitioner (ANP) supported CT coronary angiography (CTCA) lists – how and why this is beneficial
IntroductionTo describe ANP role within current CTCA service, including administering beta-blockade, and future progression to ANP-led CTCA listsMethodsOur CTCA service started in 2015 with a Cardiologist/Radiologist, 2 radiographers and 1 ANP per list, and expanded with updated stable chest pain NICE guideline (CG95) 2016. At CTCA the ANP administers rate control up to a total of 50mg IV Metoprolol and GTN. We formally agreed a betablockade protocol and referrals detail drug suitability. The ANP has access to patient notes and collaborative decision-making support within the team. The ANP must have Advanced Life Support Provider qualification to support lists. The ANP role also includes history taking, diagnosis and treatment of patients with potential cardiac disease including patients with chest pain. ANPs request investigations and prescribe pre-procedural rate control medication. ANPs interpret reported findings and commence appropriate treatment. Satisfaction questionnaires were obtained from patients alongside regular audit of CTCA service. Standardisation of the service was met with clear pharmaceutical protocols and referral guidelines.ResultsData from local audit has highlighted positive CTCA outcomes and high level of patient satisfaction. This supported expansion of the service, including team, lists and advancing technologies. The ANP-led service has freed up consultant time for reporting.ConclusionANP-led patient care and drug administration at CTCA improves continuity of care for patients, provides efficient team structure for supporting cardiac imaging and facilitates consultant reporting time. Fully ANP-led lists with our new scanners in 2024 should reduce ongoing service costs and further increase consultant reporting time.
Journal Article