Exploring Satisfaction/Dissatisfaction and Public Confidence in the ITS Environment : implications to CRM and public policy

다국어 초록 (Multilingual Abstract)

With the advent of the Internet and Mobile Communications, the nature of
communication has changed significantly over the past few decades .The promotion of
technologies among the common people has been found to be an important element of public
policy to reduce the digital divide. The rapid advancement of information technology (IT),
automation systems and data communications systems leads to improvement of intelligent
transport systems (ITS). ITS covers all branches of transportation and involves all
dynamically interacting elements of transportation system, i.e. transport means, infrastructure,
drivers and commuters. However, few researches have been carried out in the context of
public sectors, especially that involving ITS. The purpose of this study is to investigate the
justice dimensions that influence satisfaction and public confidence in the context of ITS and
to explore implications to Citizen/Customer Relationship Management (CRM) and public
policy. This study investigates the following research questions: i) Do levels of perceived
justice (distributive, procedural and interactional) in ITS environment affect levels of
satisfaction/dissatisfaction? ii) Do levels of satisfaction form ITS affect levels of public
confidence? iii) Do levels of dissatisfaction form ITS affect levels of willingness to complain?
iv) Do levels of dissatisfaction form ITS affect levels of complaining behavior? v) Do levels
of complaining behavior in ITS environment affect levels of satisfaction with complaint
handling when the complaints are resolved based on three dimensions (distributive,
procedural and interactional)of justice? vi) Do levels of willingness to complain in ITS
environment affect levels of public confidence? vii) Do levels of satisfaction with complaint
handling in ITS environment affect levels of public confidence?
The findings of this study imply that ITS users are more importantly perceive to
equity and equality issues, or distributive justice. The employment of ITS should not be limited to the technical aspects of ITS, but should focus more attention on the subjective
domain of justice. The results of this study also have important implications for public
complaint handling in terms of increasing public satisfaction with ITS, which is crucial for
CRM.

목차 (Table of Contents)

• I. Introduction……………………………………………… 7
• 1.1 Impact of Information Technology…………………………… 7
• 1.2 Technology and Public Policy……………………………… 8
• 1.3 Technology and Transportation System……………………… 8
• 1.4 ITS and Public Policy…………………………………… 9
• 1.5 ITS and User Attitude, Satisfaction and Dissatisfaction……… ... 10
• 1.6 Development of ITS……………………………………… 12
• 1.7 Purpose of the Study and Research Questions………………… 13
• II. Literature Review………………………………………… 14
• 2.1 Impact of Information Technology (IT) on Transportation System… 15
• 2.2 Public Policy for Information Technology (IT)………………… 16
• 2.3 Public Policy for Transportation System……………………… 17
• 2.4 Intelligent Transportation System (ITS) for Transportation
• Management…………………………………………… 19
• 2.5 Artificial Intelligence (AI) and ITS…………………………… 22
• III. Theoretical Background …………………………………… 24
• 3.1 Justice theory…………………………………………… 24
• 3.1.1 Distributive Justice……………………………………… 26
• 3.1.2 Procedural Justice………………………………………… 27
• 3.1.3 Interactional Justice……………………………………… 27
• 3.1.4 Justice Dimensions and User Satisfaction……………………… 28
• 3.2 Satisfaction Theory……………………………………… 30
• 3.2.1 Cognitive Dissonance Theory……………………………… 30
• 3.2.2 Assimilation Theory……………………………………… 31
• 3.2.3 Contrast Theory………………………………………… 34
• 3.3 Customer Satisfaction Theory……………………………… 34
• 3.4 Customer Relationship Management (CRM)…………………… 37
• IV. Hypotheses Development………………………………… 38
• 4.1 Effects of Perceived Justice on Satisfaction/Dissatisfaction……… 40
• 4.1.1 Effects of Distributive Justice on Satisfaction/Dissatisfaction…… 41
• 4.1.2 Effects of Procedural Justice on Satisfaction/Dissatisfaction…… 42
• 4.1.3 Effects of Interactional Justice on Satisfaction/Dissatisfaction…… 43
• 4.2 Dissatisfaction, Willingness to Complain, & Complaining Behavior 44
• 4.3 Justice, Satisfaction, Complaint Handing, & Public Confidence… 45
• V Methodology…………………………………………… 47
• VI Data Analysis…………………………………………… 48
• 6.1 Demographics…………………………………………… 48
• 6.2 Hypotheses Testing……………………………………… 49
• VII Conclusion …………. …………………………………… 52
• References……………………………………………… 54
• Appendix A Questionnaire………………………………… 72