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Comparing best-worst and ordered logit approaches for user satisfaction in transit services
Highlights Conventional satisfaction ratings and Best-Worst results are strongly correlated. Estimated attribute importance levels vary across the methods used. Best-Worst importance results are more in line with the existing literature. Satisfaction rating results can be inferred from Best-Worst data. Best-Worst model delivers better and more consistent results for decision making.
Abstract Customer overall satisfaction towards a public transport system depends mainly on two factors: how satisfied they are with different aspects that make up the service and how important each of the service aspects is to the customer. Traditionally, researchers use revealed preference surveys and ordered probit/logit models to estimate the contribution of each service attribute towards the overall satisfaction. This paper aims to verify the possibility of replacing the traditional method with the more cost-effective best-worst case 1 method, using a customer survey recently conducted in Santander, Spain. The results show that the satisfaction level obtained from these alternative methods are remarkably similar. The relative importance of each attribute delivered by the two methods differ, with the Best-Worst approach showing more intuitive and consistent results with the literature on public transport customer satisfaction. A regression method is developed to derive customer satisfaction with each service attribute from Best-Worst modelling results.
Comparing best-worst and ordered logit approaches for user satisfaction in transit services
Highlights Conventional satisfaction ratings and Best-Worst results are strongly correlated. Estimated attribute importance levels vary across the methods used. Best-Worst importance results are more in line with the existing literature. Satisfaction rating results can be inferred from Best-Worst data. Best-Worst model delivers better and more consistent results for decision making.
Abstract Customer overall satisfaction towards a public transport system depends mainly on two factors: how satisfied they are with different aspects that make up the service and how important each of the service aspects is to the customer. Traditionally, researchers use revealed preference surveys and ordered probit/logit models to estimate the contribution of each service attribute towards the overall satisfaction. This paper aims to verify the possibility of replacing the traditional method with the more cost-effective best-worst case 1 method, using a customer survey recently conducted in Santander, Spain. The results show that the satisfaction level obtained from these alternative methods are remarkably similar. The relative importance of each attribute delivered by the two methods differ, with the Best-Worst approach showing more intuitive and consistent results with the literature on public transport customer satisfaction. A regression method is developed to derive customer satisfaction with each service attribute from Best-Worst modelling results.
Comparing best-worst and ordered logit approaches for user satisfaction in transit services
Echaniz, Eneko (author) / Ho, Chinh Q. (author) / Rodriguez, Andres (author) / dell'Olio, Luigi (author)
Transportation Research Part A: Policy and Practice ; 130 ; 752-769
2019-10-22
18 pages
Article (Journal)
Electronic Resource
English
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