A platform for research: civil engineering, architecture and urbanism
A platform for research: civil engineering, architecture and urbanism
Satisfaction with crowding and other attributes in public transport
Abstract We analyse customer satisfaction surveys conducted among public transport passengers over 15 years in Stockholm. We analyze satisfaction and importance of many attributes and their temporal trends, focusing on attributes that stand out from the rest in some way, which is primarily crowding. Crowding is the attribute with the lowest satisfaction and the only attribute for which satisfaction declines over time. However, in spite of the low satisfaction, crowding is still less important for the total satisfaction than the cognitive attributes reliability and frequency (the most important attributes). Only when crowding levels reach high levels, like that of the most crowded bus services in central Stockholm, does crowding become as important as the cognitive attributes. Also the attribute reliability stands out – it is the most important attribute. For the attributes reliability and crowding, data allow us to compare satisfaction and importance with performance. We find that that satisfaction and importance are influenced by the performance level for both attributes.
Highlights Study of satisfaction and inferred importance of quality attributes in PT. Generally low satisfaction with crowding but only important in the worst case. Women deem crowding less satisfying and more important than men. Performance and satisfaction is correlated for crowding.
Satisfaction with crowding and other attributes in public transport
Abstract We analyse customer satisfaction surveys conducted among public transport passengers over 15 years in Stockholm. We analyze satisfaction and importance of many attributes and their temporal trends, focusing on attributes that stand out from the rest in some way, which is primarily crowding. Crowding is the attribute with the lowest satisfaction and the only attribute for which satisfaction declines over time. However, in spite of the low satisfaction, crowding is still less important for the total satisfaction than the cognitive attributes reliability and frequency (the most important attributes). Only when crowding levels reach high levels, like that of the most crowded bus services in central Stockholm, does crowding become as important as the cognitive attributes. Also the attribute reliability stands out – it is the most important attribute. For the attributes reliability and crowding, data allow us to compare satisfaction and importance with performance. We find that that satisfaction and importance are influenced by the performance level for both attributes.
Highlights Study of satisfaction and inferred importance of quality attributes in PT. Generally low satisfaction with crowding but only important in the worst case. Women deem crowding less satisfying and more important than men. Performance and satisfaction is correlated for crowding.
Satisfaction with crowding and other attributes in public transport
Börjesson, Maria (author) / Rubensson, Isak (author)
Transport Policy ; 79 ; 213-222
2019-05-08
10 pages
Article (Journal)
Electronic Resource
English
Customer satisfaction , Service quality , Public transport , Preferences , Crowding , Reliability , R41 , R42 , R48
The equity of public transport crowding exposure
| Elsevier | 2023
Measuring crowding-related comfort in public transport
| Taylor & Francis Verlag | 2020
Crowding in public transport: Who cares and why?
| Elsevier | 2017