| 1. |
- Abenoza, Roberto, et al.
(författare)
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Determinants of traveler satisfaction : Evidence for non-linear and asymmetric effects
- 2019
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Ingår i: Transportation Research Part F. - : Elsevier. - 1369-8478 .- 1873-5517. ; 66, s. 339-356
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Tidskriftsartikel (refereegranskat)abstract
- 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.
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| 2. |
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| 3. |
- Abenoza, Roberto F., et al.
(författare)
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User experiences and perceptions of women-only transport services in Mexico
- 2020
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Ingår i: Gendering Smart Mobilities. - : Taylor and Francis. ; , s. 188-209
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Bokkapitel (övrigt vetenskapligt/konstnärligt)abstract
- Personal safety perceptions impact upon not only travellers’ behaviour and satisfaction but may also diminish their general well-being and health. These effects are particularly negative among female travellers, a group which feels especially vulnerable from certain types of aggression. To tackle women’s personal safety problems several cities around the world introduced transport for women only. Data from Mexico City and its metropolitan area is used to examine how the characteristics of female travellers and of their trips impact upon travel satisfaction with public transport for women only for different travel modes (metro, city bus, and metropolitan BRT) and users based on their previous victimisation. This chapter demonstrates that female travellers’ appreciation of public transport for women only services varies as a function of some of their socio-demographic and travel characteristics (some age groups, trip purposes, and travel frequency). Considering the strength of the marginal effect’s coefficient from a number of ordered logit models three travel attributes should be prioritised: (1) level of satisfaction with travelling with women only, (2) reducing exposure to verbal aggressions, (3) and meeting travellers’ waiting time expectations. This study may help stakeholders identify, target, and prioritise female travellers’ groups which are least satisfied with the service. In addition, this chapter provides some policy recommendations and highlights the role of infrastructure that may help improve the overall travel experience.
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| 4. |
- Abenoza, Roberto F., et al.
(författare)
-
What is the role of weather, built-environment and accessibility geographical characteristics in influencing travelers’ experience?
- 2019
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Ingår i: Transportation Research Part A. - : Elsevier Ltd. - 0965-8564 .- 1879-2375. ; 122, s. 34-50
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Tidskriftsartikel (refereegranskat)abstract
- We examine the effect of weather, accessibility and built-environment characteristics on overall travel experience as well as the experience with the latest trips. These are factors that are often disregarded in the travel satisfaction literature even though they are believed to largely influence the first mile of the door-to-door trip. This study fills a research gap in investigating all these factors by using, amongst other, a relatively large travel satisfaction survey from years 2009 to 2015 and by focusing on urban and peri-urban geographical contexts, the city and county of Stockholm (Sweden), respectively. The ordered logit model results show that county dwellers living close to a metro station and in well linked-to-all areas report higher overall travel satisfaction evaluations. In addition, precipitation and ground covered with snow have a negative influence on travel satisfaction. Our findings indicate that built-environment characteristics exert a rather weak influence on the travel experience, especially in the peri-urban context. However, some aspects such as living in areas with medium densities, low income and with high safety perceptions around public transport stations are associated with higher satisfaction levels. In turn, areas with single land uses are found to have lower travel satisfactions. These results are important for public transport planners and designers in devising measures to prevent and mitigate the negative outcome of some weather conditions and to conceive better designed transit oriented developments.
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| 5. |
- Abenoza, Roberto, et al.
(författare)
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How does travel satisfaction sum up? : Decomposing the door-to-door experience for multimodal trips
- 2018
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Ingår i: Transportation. - : Springer. - 0049-4488 .- 1572-9435. ; 46:5, s. 1615-1642
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Tidskriftsartikel (övrigt vetenskapligt/konstnärligt)abstract
- Understanding how satisfaction with individual trip legs aggregates to the overall travel experience for different types of trips will enable the identification of the trip legs that are most impactful. For this purpose we analyze data on retrospective evaluations of entire multi-modal trip experiences and satisfaction with individual trip legs. We formulate and describe alternative aggregation rules and underpin them in theory and previous empirical findings. The results of a series of regression models show that for a large number of multi-modal trip configurations normative rules can better reproduce overall travel satisfaction than heuristic rules. This indicates that all trip legs need to be considered when evaluating the overall travel experience, especially for trips legs involving waiting and/or transferring time. In particular, weighting satisfaction with individual trip legs with perceived trip leg durations yielded the best predictor of overall travel satisfaction. No evidence for a disproportional effect of the last or most exceptional part of the trip was found. This research contributes to the literature on combining multi-episodic experiences and provides novel empirical evidence in the transport domain.
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| 6. |
- Abenoza, Roberto, et al.
(författare)
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Individual, Travel, and Bus Stop Characteristics Influencing Travelers’ Safety Perceptions
- 2018
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Ingår i: TRR Journal of transportation research board. - : Sage Publications. - 0361-1981.
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Tidskriftsartikel (refereegranskat)abstract
- Ensuring safety during door-to-door public transport trips is a fundamental challenge to service providers as safety influences individuals’ mobility. Using reported safety perceptions of travelers waiting at six bus stops with different characteristics in Stockholm, this study investigates factors that have an impact on determining travelers’ perceived safety and crime perceptions. This is done by assessing the importance of real-time information provision and the environmental characteristics of bus stops during the day and at night for different types of crime, after controlling for travelers’ individual and trip characteristics, and their previous experiences of victimization. Interaction effects of age, gender, and travel frequency are also tested. The results suggest that bus shelter characteristics, natural surveillance, and trustworthy real-time information are the most important factors influencing safety and crime perceptions. Additionally, safety perceptions are strongly influenced by previous experiences of victimization. The effect of perceived feelings about crime and safety are found to be nuanced by age and gender. Unlike some common beliefs, travelers: (1) feel less worried about becoming a victim of crime at bus stops associated with high crime rates; (2) prefer opaque shelters at night; and (3) have higher safety perceptions when the stop is located in an area of mixed land use. The impact of a bus stop’s number of passers-by is found to be insignificant. No direct or indirect effects can be attributed to frequency of travel by bus, indicating that familiar places and routine behavior have noeffect on declared crime and safety perceptions.
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| 7. |
- Abenoza, Roberto, et al.
(författare)
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Investigating the nature of Public Transport service attributes
- 2018
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Ingår i: Transportation Science. - 0041-1655 .- 1526-5447.
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Tidskriftsartikel (refereegranskat)abstract
- 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.
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| 8. |
- Cats, Oded, et al.
(författare)
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Evolution of Satisfaction with Public Transport and Its Determinants in Sweden Identifying Priority Areas
- 2015
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Ingår i: Transportation Research Record. - : SAGE Publications. - 0361-1981 .- 2169-4052. ; :2538, s. 86-95
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Tidskriftsartikel (refereegranskat)abstract
- Measuring and analysing satisfaction with public transport services facilitates service performance monitoring, market analysis, benchmarking and the identification of priority areas. The systematic and regular collection of information concerning satisfaction enables to investigate how passengers’ satisfaction as well as its determinants changes over time. These changes may be driven by changes in service quality or shifts in passengers’ expectations and preferences. This study analyses how satisfaction with public transport and its determinants evolved over time in Sweden in the years 2001-2013. The determinants of satisfaction are identified based on a factor analysis and the estimation of multivariate satisfaction models. The superposition of our findings culminates in a dynamic passenger satisfaction priority map which allows identifying priority areas based on observed trends in satisfaction with service attributes and their respective importance. The deterioration of overall satisfaction with public transport in Sweden in recent years is driven by a decrease in satisfaction with customer interface and length of trip time. These two service aspects as well as operation were found key determinants of overall satisfaction which users consistently rate among the least satisfactory. The results of this study are instrumental in supporting service providers in designing measures that will foster satisfaction in the future.
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| 9. |
- Ettema, Dick, et al.
(författare)
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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?
- 2016
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Ingår i: TRB 95th Annual Meeting Compendium of Papers.
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Konferensbidrag (övrigt vetenskapligt/konstnärligt)abstract
- 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.
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| 10. |
- F. Abenoza, Roberto, et al.
(författare)
-
What is the role of weather, built-environment and accessibility geographical characteristics in influencing travelers’ experience?
- 2018
-
Ingår i: Transportation Research Part A. - 0965-8564 .- 1879-2375.
-
Tidskriftsartikel (refereegranskat)abstract
- We examine the effect of weather, accessibility and built-environment characteristics on overall travel experience as well as the experience with the latest trips. These are factors that are often disregarded in the travel satisfaction literature even though they are believed to largely influence the first mile of the door-to-door trip. This study fills a research gap in investigating all these factors by using, amongst other, a relatively large travel satisfaction survey from years 2009 to 2015 and by focusing on urban and peri-urban geographical contexts, the city and county of Stockholm (Sweden), respectively. The results show that county dwellers living close to a metro station and in well linked-to-all areas report higher overall travel satisfaction evaluations. In addition, precipitation and ground covered with snow have a negative influence on travel satisfaction. Our findings indicate that built-environment characteristics exert a rather weak influence on the travel experience, especially in the peri-urban context. However, some aspects such as living in areas with medium densities, low income and with high safety perceptions around public transport stations are associated with higher satisfaction levels. In turn, areas with single land uses are found to have lower travel satisfactions. These results are important for public transport planners and designers in devising measures to prevent and mitigate the negative outcome of some weather conditions and to conceive better designed transit oriented developments.
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