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Frequency of Negative Critical Incidents and Satisfaction with Public Transport Services. II
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Psychology. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.ORCID iD: 0000-0002-7475-680X
2001 (English)In: Journal of Retailing and Consumer Services, 8, 105-114Article in journal (Refereed)
Abstract [en]

A stated-preference study was conducted to investigate user satisfaction with public transport services. A convenience sample of 95 public transport users participated. The results of a previous large-scale survey were replicated in showing that overall satisfaction is related to satisfaction with treatment by employee, reliability of service, simplicity of information, and design. It was further shown that the total frequency of negative critical incidents affected overall satisfaction whereas the frequencies of different types of negative critical incidents selectively affected attribute-specific satisfaction. In both cases relative rather than absolute frequency was important.

Place, publisher, year, edition, pages
2001.
Keyword [en]
Critical incidents, Satisfaction, Public transport service
National Category
Psychology
Research subject
Psychology
Identifiers
URN: urn:nbn:se:kau:diva-19467OAI: oai:DiVA.org:kau-19467DiVA: diva2:593115
Available from: 2013-01-21 Created: 2013-01-21 Last updated: 2015-01-29

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Friman, Margareta
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