Theoretical-framework-revise

Theoretical Framework

Maslow's theory of a hierarchy of transit needs explains the set of

needs of transit customers to be met in order for them to be satisfied with the

service. Allen J. et al. (2019) proposed three types of attributes in a hierarchy

of transit needs: functional (utilitarian), security (protection), and hedonic

(excitement). These attributes affect customer satisfaction with the transit

service; a service must be functional; customers must feel safe in their

service; and they must be happy with their service in order to be satisfied.

crowding levels possess a great impact on commuters' service satisfaction.

Public transport agencies might have a clearer and more accurate perception

of the actual users’ experience improving the level of service indicators.

(Soza-Parra et al.,2019)

Card payment system eliminate difficulties in finding and holding cash

on commuters. The system is easy and fast to use. Additionally, commuters

get additional benefits when using card rather than using cash. (Soe, 2018)

Therefore, if beep cards were to use in public transportation, it would

affect the commuters' service satisfaction. Since card payment system is

more secure and convenient to use in public transportation rather than in