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Satisfaction with crowding and other attributes in public transport
Swedish Natl Rd & Transport Res Inst VTI, Linkoping, Sweden..
KTH, School of Architecture and the Built Environment (ABE), Transport Science.
2019 (English)In: Transport Policy, ISSN 0967-070X, E-ISSN 1879-310X, Vol. 79, p. 213-222Article in journal (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
Elsevier, 2019. Vol. 79, p. 213-222
Keywords [en]
Customer satisfaction, Service quality, Public transport, Preferences, Crowding, Reliability
National Category
Transport Systems and Logistics
Identifiers
URN: urn:nbn:se:kth:diva-255305DOI: 10.1016/j.tranpol.2019.05.010ISI: 000472697100018Scopus ID: 2-s2.0-85065839505OAI: oai:DiVA.org:kth-255305DiVA, id: diva2:1339550
Note

QC 20190730

Available from: 2019-07-30 Created: 2019-07-30 Last updated: 2019-07-30Bibliographically approved

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Rubensson, Isak

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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
  • rtf