Evolution of Satisfaction with Public Transport and Its Determinants in Sweden Identifying Priority Areas

• 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.

Ämnesord

TEKNIK OCH TEKNOLOGIER  -- Samhällsbyggnadsteknik -- Transportteknik och logistik (hsv//swe)

ENGINEERING AND TECHNOLOGY  -- Civil Engineering -- Transport Systems and Logistics (hsv//eng)

Nyckelord

Service Quality

Passengers

Utility

Trips

Modes

Publikations- och innehållstyp

ref (ämneskategori)

art (ämneskategori)