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Satisfaction with crowding and other attributes in public transport

Author

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  • Börjesson, Maria
  • Rubensson, Isak

Abstract

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.

Suggested Citation

  • Börjesson, Maria & Rubensson, Isak, 2019. "Satisfaction with crowding and other attributes in public transport," Transport Policy, Elsevier, vol. 79(C), pages 213-222.
    • Handle: RePEc:eee:trapol:v:79:y:2019:i:c:p:213-222
    DOI: 10.1016/j.tranpol.2019.05.010
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    Cited by:

    1. Ali Bokhari & Farahnaz Sharifi, 2023. "Simultaneous Inequity of Elderly Residents in Melbourne Metropolitan," Sustainability, MDPI, vol. 15(3), pages 1-17, January.
    2. Hörcher, Daniel & Tirachini, Alejandro, 2021. "A review of public transport economics," Economics of Transportation, Elsevier, vol. 25(C).
    3. Singh, Harpreet & Kathuria, Ankit, 2023. "Heterogeneity in passenger satisfaction of bus rapid transit system among age and gender groups: A PLS-SEM Multi-group analysis," Transport Policy, Elsevier, vol. 141(C), pages 27-41.
    4. Lin, Joanne Yuh-Jye & Jenelius, Erik & Cebecauer, Matej & Rubensson, Isak & Chen, Cynthia, 2023. "The equity of public transport crowding exposure," Journal of Transport Geography, Elsevier, vol. 110(C).
    5. Xu-Hui Li & Lin Huang & Qiang Li & Hu-Chen Liu, 2020. "Passenger Satisfaction Evaluation of Public Transportation Using Pythagorean Fuzzy MULTIMOORA Method under Large Group Environment," Sustainability, MDPI, vol. 12(12), pages 1-18, June.
    6. Wang, Bin & Zacharias, John, 2020. "Noise, odor and passenger density in perceived crowding in public transport," Transportation Research Part A: Policy and Practice, Elsevier, vol. 135(C), pages 215-223.
    7. Kapatsila, Bogdan & Bahamonde-Birke, Francisco J. & van Lierop, Dea & Grisé, Emily, 2023. "Impact of the COVID-19 pandemic on the comfort of riding a crowded bus in Metro Vancouver, Canada," Transport Policy, Elsevier, vol. 141(C), pages 83-96.
    8. Miriam Pirra & Sofia Kalakou & Angela Carboni & Mariana Costa & Marco Diana & Ana Rita Lynce, 2021. "A Preliminary Analysis on Gender Aspects in Transport Systems and Mobility Services: Presentation of a Survey Design," Sustainability, MDPI, vol. 13(5), pages 1-20, March.
    9. Wei Chiang Chan & Wan Hashim Wan Ibrahim & May Chiun Lo & Mohamad Kadim Suaidi & Shiaw Tong Ha, 2020. "Sustainability of Public Transportation: An Examination of User Behavior to Real-Time GPS Tracking Application," Sustainability, MDPI, vol. 12(22), pages 1-20, November.
    10. Pyddoke, Roger, 2020. "Penalties as incentives for punctuality and regularity in tendered Swedish public transport," Research in Transportation Economics, Elsevier, vol. 83(C).
    11. Rossetti, Tomás & Broaddus, Andrea & Ruhl, Melissa & Daziano, Ricardo, 2023. "Commuter preferences for a first-mile/last-mile microtransit service in the United States," Transportation Research Part A: Policy and Practice, Elsevier, vol. 167(C).
    12. Echaniz, Eneko & Cordera, Rubén & Rodriguez, Andrés & Nogués, Soledad & Coppola, Pierlugi & dell’Olio, Luigi, 2022. "Spatial and temporal variation of user satisfaction in public transport systems," Transport Policy, Elsevier, vol. 117(C), pages 88-97.
    13. Beck, Matthew J. & Hensher, David A., 2022. "Working from home in Australia in 2020: Positives, negatives and the potential for future benefits to transport and society," Transportation Research Part A: Policy and Practice, Elsevier, vol. 158(C), pages 271-284.
    14. Majumdar, Bandhan Bandhu & Jayakumar, Malavika & Sahu, Prasanta K. & Potoglou, Dimitris, 2021. "Identification of key determinants of travel satisfaction for developing policy instrument to improve quality of life: An analysis of commuting in Delhi," Transport Policy, Elsevier, vol. 110(C), pages 281-292.
    15. Jie Yang & Nirajan Shiwakoti & Richard Tay, 2023. "Passengers’ Perception of Satisfaction and Its Relationship with Travel Experience Attributes: Results from an Australian Survey," Sustainability, MDPI, vol. 15(8), pages 1-18, April.

    More about this item

    Keywords

    Customer satisfaction; Service quality; Public transport; Preferences; Crowding; Reliability;
    All these keywords.

    JEL classification:

    • R41 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - Transportation: Demand, Supply, and Congestion; Travel Time; Safety and Accidents; Transportation Noise
    • R42 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - Government and Private Investment Analysis; Road Maintenance; Transportation Planning
    • R48 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - Government Pricing and Policy

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