Understanding the travel experience and its impact on attitudes, emotions and loyalty towards the transportation provider-A quantitative study with mid-distance bus trips

The study shows that all seven experience factors have a significant impact on customer cognitive, emotional and behavioral responses to the transportation service, highlighting the importance of a broad approach to the study and management of the travel experience. The classical dimensions of individual comfort and vehicle maintenance are the ones with the strongest impact on experience outcomes, showing that transportation providers should maintain a strong focus on providing a good core service. However, other factors such as the social environment have an influence on emotions, which in turn affect loyalty to the transportation provider. These results show the need for a careful study and management of the different aspects of the travel experience, and an integrated design and management of the transport system as a whole.