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Satisfaction with intermodal trips in Stockholm: How do service attributes influence satisfaction with the main mode and with the journey as a whole?
KTH, School of Architecture and the Built Environment (ABE), Transport Science, System Analysis and Economics.ORCID iD: 0000-0001-9875-3980
KTH, School of Architecture and the Built Environment (ABE), Transport Science, System Analysis and Economics.ORCID iD: 0000-0001-7124-7164
2016 (English)In: TRB 95th Annual Meeting Compendium of Papers, 2016, Vol. 16, article id 2247Conference paper, Oral presentation with published abstract (Other academic)
Abstract [en]

Using door-to-door travel satisfaction data which was collected in Stockholm, Sweden, in this paper the authors have investigated how satisfaction with the main mode is related to the overall trip satisfaction, and how service related variables influence satisfaction at both levels. The results show that every stages within the journey matters in influencing traveler’s door-to-door journey experience. Some other factors, such as occurrence of disruptions, were also found as significant factor influencing the reported travel satisfaction. The quality of vehicle design, one of the traditional emphases in improving passenger’ travel satisfaction, affects the trip as a whole but not the main mode satisfaction. This indicates that this variable is more relevant for the access and egress trips made by addition means of public transport. Overall, the authors' findings suggest that in order to improve the overall trip satisfaction, it does not suffice to focus only on characteristics of the main mode, but also the quality of egress and access trips and also the quality of the interchanges as a whole.

Place, publisher, year, edition, pages
2016. Vol. 16, article id 2247
Keywords [en]
Customer satisfaction, Intermodal transportation, Quality of service, Travel behavior, Travelers
National Category
Transport Systems and Logistics
Research subject
Transport Science
Identifiers
URN: urn:nbn:se:kth:diva-200732OAI: oai:DiVA.org:kth-200732DiVA, id: diva2:1070626
Conference
Transportation Research Board 95th Annual Meeting. Washington, USA.
Note

QC 20170202

Available from: 2017-02-01 Created: 2017-02-01 Last updated: 2017-04-10Bibliographically approved

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Ettema, DickFernandez Abenoza, RobertoOctavius Susilo, Yusak
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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
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