Users’ perception for innovation and sustainability management: evidence from public transport

Abstract No one doubts the importance of public transport services in economic backbone any country. In recent decades, there has been a growing interest contribution to Sustainable Development Goals on part governments, companies, and stakeholders. this sense, can contribute sustainability cities facilitate other social objectives, such as universal accessibility, with innovation being key pillar for this. Thus, main objective study is analyze users’ perceptions Spain. To user’s perception transport, questionnaire was developed following Bitner’s Servicescape Model. A total 1,354 responses were collected different Spanish cities. The results show that policies implemented both are perceived positively but do not seem have much impact service user. Public users prioritize speed, frequency, safety received. addition, it should be noted gender user influences preferences i.e., men value technological development more. At same time, women give higher priority sustainability. age another variable conditions also types transport. study’s shows what extent applied valued motivate citizens use service. political management decisions may disconnected from reality by users. These more linked regulatory pressures involve high implementation cost, so necessary consider valuation benefit or return these investments high, encouraging