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Satisfaction with Public Transport Related to Service Performance Attributes
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: Hensher, D. (Ed). Travel behaviour research. The leading Edge. (pp.815-825), Elsevier Science, Ltd , 2001Chapter in book (Other academic)
Abstract [en]

Abstract The present study examines the relationship between service performance and public transport users satisfaction. Residents (n=228) of a metropolitan area of Sweden answered a survey questionnaire assessing their satisfaction with the local public transport (busses and streetcars). Information was also collected about the public transport services used by the survey respondents for trips to work and to downtown, respectively. By estimating structural models using the maximum-likelihood method available in LISREL VIII, the hypothesized relation between satisfaction and service performance (travel time, wait time, changes, and frequency of service) was confirmed. Service performance was directly related to overall cumulative satisfaction whereas recalled negative critical incidents did not seem to play any role.

Place, publisher, year, edition, pages
Elsevier Science, Ltd , 2001.
Keyword [en]
Public transport, Service performance, User satisfaction
National Category
Psychology
Research subject
Psychology
Identifiers
URN: urn:nbn:se:kau:diva-23215ISBN: 0080439241OAI: oai:DiVA.org:kau-23215DiVA: diva2:596970
Available from: 2013-01-22 Created: 2013-01-22 Last updated: 2015-01-29

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Friman, Margareta
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Service Research CenterDepartment of PsychologyThe Service and Market Oriented Transport Research Group
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