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Determinants of traveler satisfaction: Evidence for non-linear and asymmetric effects
KTH, School of Architecture and the Built Environment (ABE), Urban Planning and Environment.ORCID iD: 0000-0001-9875-3980
KTH, School of Architecture and the Built Environment (ABE), Civil and Architectural Engineering, Transport planning. Department of Transport and Planning, Delft University of Technology, P.O. Box 5048, GA Delft, 2600, Netherlands.ORCID iD: 0000-0002-4506-0459
KTH, School of Architecture and the Built Environment (ABE), Urban Planning and Environment. KTH, School of Industrial Engineering and Management (ITM), Centres, Integrated Transport Research Lab, ITRL.ORCID iD: 0000-0001-7124-7164
2019 (English)In: Transportation Research Part F: Traffic Psychology and Behaviour, ISSN 1369-8478, E-ISSN 1873-5517, Vol. 66, p. 339-356Article in journal (Refereed) Published
Abstract [en]

Classifying public transport service attributes based on their influence on overall traveler satisfaction can assist stakeholders and practitioners in introducing cost-efficient measures. To date most studies employed methods that were based on the assumption that the impact of service attributes on traveler satisfaction is entirely linear and symmetric. This study examines whether service attributes have a non-linear and asymmetric influence on the overall travel experience by employing the Three-factor theory (basic, performance and exciting factors). The analysis is conducted for different traveler segments depending on their level of captivity, travel frequency by public transport and travel mode used, and is based on a relatively large sample size collected for Stockholm County. Moreover, the estimated models control for important socio-demographic and travel characteristics that have been insofar overlooked. Results are presented in the form of a series of multi-level cubes that represent different essentiality of traveler needs which provide a useful methodological framework to further design quality service improvements that can be applied to various geographical contexts. Our findings highlight that a “one size fits all” approach is not adequate for identifying the needs of distinct traveler segments and of travelers using different travel modes. Furthermore, two-thirds of the attributes are consistently classified into the same factor category which entails important policy implications. This research deepens and expands the very limited knowledge of the application of the three-factor theory in the transport field.

Place, publisher, year, edition, pages
Elsevier, 2019. Vol. 66, p. 339-356
Keywords [en]
Customer satisfaction, Public transport, Three-factor theory, Public policy, Asymmetric effects, Methodological frameworks, Policy implications, Public transport service, Service attributes, Travel experiences
National Category
Transport Systems and Logistics
Research subject
Transport Science, Transport Systems
Identifiers
URN: urn:nbn:se:kth:diva-263541DOI: 10.1016/j.trf.2019.09.009ISI: 000496865700025Scopus ID: 2-s2.0-85072571103OAI: oai:DiVA.org:kth-263541DiVA, id: diva2:1373816
Note

QC 20191128

Available from: 2019-11-28 Created: 2019-11-28 Last updated: 2020-01-03Bibliographically approved

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Abenoza, RobertoCats, OdedSusilo, Yusak

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