Satisfaction of Tourists with Public Transport: An Empirical Investigation in Dubai

Availability and suitability of public transport enhances the perceived attractiveness of a destination for tourists. Since few studies have investigated how public transport influenced the tourist experience, this study developed and empirically examined a parsimonious conceptual model of satisfaction for tourists using public transport services, with quality and value postulated to influence value, which in turn influenced satisfaction. Using data collected from a judgmental sample of 169 tourists using the Dubai metro, confirmatory factor analysis was used to develop unidimensional and valid measures, after which the study hypotheses were tested using structural equation modeling. Reputation (gamma = 0.99, p < 0.01) was found to influence satisfaction via value, while quality was unexpectedly not found to be a driver for value. Various theoretical and managerial implications are discussed.