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Estimation of Satisfied Customers in Public Transport Systems: A New Methodological Approach

Author

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  • Morfoulaki, Maria
  • Tyrinopoulos, Yannis
  • Aifadopoulou, Georgia

Abstract

This paper addresses quality considerations in public transportation systems and, in particular, the relation between quality of public transport service and customer satisfaction. Its aim is to provide insights into the factors that affect transit-rider satisfaction and to present a model to calculate the probability of customer satisfaction. The proposed model identifies the most important attributes of public transport service quality that can be used for service planning.

Suggested Citation

  • Morfoulaki, Maria & Tyrinopoulos, Yannis & Aifadopoulou, Georgia, 2007. "Estimation of Satisfied Customers in Public Transport Systems: A New Methodological Approach," Journal of the Transportation Research Forum, Transportation Research Forum, vol. 46(1).
    • Handle: RePEc:ags:ndjtrf:206876
    DOI: 10.22004/ag.econ.206876
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    Citations

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    Cited by:

    1. Sofia Elena COLESCA & Mihaela PACESILA & Stefan Gabriel BURCEA & Carmen Nadia CIOCOIU & Mihai BUGHEANU, 2017. "Analysis of Passenger’s Satisfaction with the Quality of the Public Transportation Mode Choices in Bucharest: A Fuzzy Approach," ECONOMIC COMPUTATION AND ECONOMIC CYBERNETICS STUDIES AND RESEARCH, Faculty of Economic Cybernetics, Statistics and Informatics, vol. 51(4), pages 109-125.
    2. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Muhamad Razuhanafi Mat Yazid & Sitti Asmah Hassan & Ahmad Firdhaus Arham & Sharizal Hashim, 2023. "Modelling of Passenger Satisfaction and Reuse Intention with Monorail Services in Kuala Lumpur, Malaysia: A Hybrid SEM-ANN Approach," Mathematics, MDPI, vol. 11(15), pages 1-21, August.
    3. Stelzer, Anselmo & Englert, Frank & Hörold, Stephan & Mayas, Cindy, 2016. "Improving service quality in public transportation systems using automated customer feedback," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 89(C), pages 259-271.
    4. Abenoza, Roberto F. & Cats, Oded & Susilo, Yusak O., 2017. "Travel satisfaction with public transport: Determinants, user classes, regional disparities and their evolution," Transportation Research Part A: Policy and Practice, Elsevier, vol. 95(C), pages 64-84.
    5. Celik, Erkan & Bilisik, Ozge Nalan & Erdogan, Melike & Gumus, Alev Taskin & Baracli, Hayri, 2013. "An integrated novel interval type-2 fuzzy MCDM method to improve customer satisfaction in public transportation for Istanbul," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 58(C), pages 28-51.
    6. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Mohd Haniff Osman & Muhamad Razuhanafi Mat Yazid & Munzilah Md. Rohani, 2022. "The Influence of Service Quality on User’s Perceived Satisfaction with Light Rail Transit Service in Klang Valley, Malaysia," Mathematics, MDPI, vol. 10(13), pages 1-21, June.
    7. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Nur Izzi Md. Yusoff & Amiruddin Ismail & Muhamad Razuhanafi Mat Yazid & Nor Aznirahani Mhd Yunin & Sotaro Yukawa, 2021. "Gender and Age Do Matter: Exploring the Effect of Passengers’ Gender and Age on the Perception of Light Rail Transit Service Quality in Kuala Lumpur, Malaysia," Sustainability, MDPI, vol. 13(2), pages 1-18, January.
    8. Chica-Olmo, Jorge & Gachs-Sánchez, Héctor & Lizarraga, Carmen, 2018. "Route effect on the perception of public transport services quality," Transport Policy, Elsevier, vol. 67(C), pages 40-48.
    9. D'Souza, Kelwyn, 2012. "An Analysis of Transit Bus Driver Distraction Using Multinomial Logistic Regression Models," 53rd Annual Transportation Research Forum, Tampa, Florida, March 15-17, 2012 207075, Transportation Research Forum.
    10. Krešimir Vidović & Marko Šoštarić & Sadko Mandžuka & Goran Kos, 2020. "Model for Estimating Urban Mobility Based on the Records of User Activities in Public Mobile Networks," Sustainability, MDPI, vol. 12(3), pages 1-27, January.
    11. Rosaria Lombardo & Ida Camminatiello & Eric J. Beh, 2019. "Assessing Satisfaction with Public Transport Service by Ordered Multiple Correspondence Analysis," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 143(1), pages 355-369, May.

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    Keywords

    Public Economics;

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