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Analysis of institutional authors

Monzon, AndresAuthor

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June 24, 2024
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Navigating Passenger Satisfaction: A Structural Equation Modeling-Artificial Neural Network Approach to Intercity Bus Services

Publicated to: Sustainability. 16 (11): 4363- - 2024-06-01 16(11), DOI: 10.3390/su16114363

Authors:

Rahnama, S; Cortez, A; Monzon, A
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Affiliations

Univ Francisco Vitoria, Higher Polytech Sch, Pozuelo De Alarcon 28223, Madrid, Spain - Author
Univ Politecn Madrid, Transport Res Ctr TRANSyT, Madrid, Spain - Author
Univ Zaragoza, Escuela Ingn & Arquitectura, Zaragoza 50018, Spain - Author
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Abstract

The 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.
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Keywords

Artificial neural networkBasque country [spain]BilbaoBizkaiaBus transportCommerceCommunity of madridCustomer satisfactionDeterminantsFactor analysisInformatioInformation systemIntercity bus servicesLoyaltyMadrid [spain]MethodologyMobilityPassenger satisfactionPublic transportQualityRoad pricingSem-anSem-annService qualitySpainTimeTransit serviceTransport

Quality index

Bibliometric impact. Analysis of the contribution and dissemination channel

The work has been published in the journal Sustainability due to its progression and the good impact it has achieved in recent years, according to the agency Scopus (SJR), it has become a reference in its field. In the year of publication of the work, 2024 there are still no calculated indicators, but in 2023, it was in position , thus managing to position itself as a Q1 (Primer Cuartil), in the category Geography, Planning and Development.

Independientemente del impacto esperado determinado por el canal de difusión, es importante destacar el impacto real observado de la propia aportación.

Según las diferentes agencias de indexación, el número de citas acumuladas por esta publicación hasta la fecha 2026-04-25:

  • WoS: 2
  • Scopus: 6
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Impact and social visibility

From the perspective of influence or social adoption, and based on metrics associated with mentions and interactions provided by agencies specializing in calculating the so-called "Alternative or Social Metrics," we can highlight as of 2026-04-25:

  • The use, from an academic perspective evidenced by the Altmetric agency indicator referring to aggregations made by the personal bibliographic manager Mendeley, gives us a total of: 87.
  • The use of this contribution in bookmarks, code forks, additions to favorite lists for recurrent reading, as well as general views, indicates that someone is using the publication as a basis for their current work. This may be a notable indicator of future more formal and academic citations. This claim is supported by the result of the "Capture" indicator, which yields a total of: 82 (PlumX).

With a more dissemination-oriented intent and targeting more general audiences, we can observe other more global scores such as:

  • The Total Score from Altmetric: 1.
  • The number of mentions on the social network X (formerly Twitter): 2 (Altmetric).

It is essential to present evidence supporting full alignment with institutional principles and guidelines on Open Science and the Conservation and Dissemination of Intellectual Heritage. A clear example of this is:

  • The work has been submitted to a journal whose editorial policy allows open Open Access publication.
  • Assignment of a Handle/URN as an identifier within the deposit in the Institutional Repository: https://oa.upm.es/89788/

As a result of the publication of the work in the institutional repository, statistical usage data has been obtained that reflects its impact. In terms of dissemination, we can state that, as of

  • Views: 98
  • Downloads: 19
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Leadership analysis of institutional authors

There is a significant leadership presence as some of the institution’s authors appear as the first or last signer, detailed as follows: Last Author (MONZON DE CACERES, ANDRES).

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Awards linked to the item

The research had financial support from the Spanish Ministry of Science and Innovation(MCIN/AEI/10.13039/501100011033) through the project TrackBest-3S (RTC2019-007041-4).
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