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Interurban bus service quality from the users' viewpoint

Author

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  • Marta Rojo
  • Luigi dell'Olio
  • Hernán Gonzalo-Orden
  • Ángel Ibeas

Abstract

A model is proposed to determine the global satisfaction of interurban bus service users. The most relevant variables are determined globally for all users as well as by user segments. Various ordered-type logit and probit models are fitted for user behavior, to determine the most important variables from the point of view of user-perceived quality. In addition, generic models, valid for all users, are calibrated as well as others with systematic variations in user preferences in order to discern what different groups of users value. The variables that influence user satisfaction are selected. Users do not place great value on the cost of the ticket, except for elderly people. Moreover, although there are variables that are more difficult to change, satisfactory connections of the bus station with other urban public transport services, as well as its location in the city center are also relevant for bus users. Even the duration (or speed) of the journey, despite being significant, is not the most important point factor in a global evaluation of the service. However, when comparing user's satisfaction with the loyalty that users express toward ongoing use of the service, almost half of all users affirm that they would not make the same journey by bus if another mode of transport were available to them. Hence the quality of public transport needs to be studied, in an interurban context as well, to achieve greater use of the service and a reduction in negative transport externalities.

Suggested Citation

  • Marta Rojo & Luigi dell'Olio & Hernán Gonzalo-Orden & Ángel Ibeas, 2013. "Interurban bus service quality from the users' viewpoint," Transportation Planning and Technology, Taylor & Francis Journals, vol. 36(7), pages 599-616, October.
    • Handle: RePEc:taf:transp:v:36:y:2013:i:7:p:599-616
    DOI: 10.1080/03081060.2013.845432
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    Citations

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    Cited by:

    1. Maria Grazia Bellizzi & Luigi dell’Olio & Laura Eboli & Carmen Forciniti & Gabriella Mazzulla, 2020. "Passengers’ Expectations on Airlines’ Services: Design of a Stated Preference Survey and Preliminary Outcomes," Sustainability, MDPI, vol. 12(11), pages 1-14, June.
    2. Eneko Echaniz & Chinh Ho & Andres Rodriguez & Luigi dell’Olio, 2020. "Modelling user satisfaction in public transport systems considering missing information," Transportation, Springer, vol. 47(6), pages 2903-2921, December.
    3. Jomnonkwao, Sajjakaj & Ratanavaraha, Vatanavongs, 2016. "Measurement modelling of the perceived service quality of a sightseeing bus service: An application of hierarchical confirmatory factor analysis," Transport Policy, Elsevier, vol. 45(C), pages 240-252.
    4. Følstad, Eirik L. & Helvik, Bjarne E., 2016. "The cost for meeting SLA dependability requirements; implications for customers and providers," Reliability Engineering and System Safety, Elsevier, vol. 145(C), pages 136-146.
    5. Rojo, Marta & dell’Olio, Luigi & Gonzalo-Orden, Hernán & Ibeas, Ángel, 2015. "Inclusion of quality criteria in public bus service contracts in metropolitan areas," Transport Policy, Elsevier, vol. 42(C), pages 52-63.
    6. Beltrán, Fernando, 2014. "Fibre-to-the-home, high-speed and national broadband plans: Tales from Down Under," Telecommunications Policy, Elsevier, vol. 38(8), pages 715-729.
    7. Chee, Pei Nen Esther & Susilo, Yusak O. & Wong, Yiik Diew, 2020. "Determinants of intention-to-use first-/last-mile automated bus service," Transportation Research Part A: Policy and Practice, Elsevier, vol. 139(C), pages 350-375.
    8. Ganji, S.S. & Ahangar, A.N. & Awasthi, Anjali & Jamshidi Bandari, Smaneh, 2021. "Psychological analysis of intercity bus passenger satisfaction using Q methodology," Transportation Research Part A: Policy and Practice, Elsevier, vol. 154(C), pages 345-363.
    9. Rubén Cordera & Soledad Nogués & Esther González-González & Luigi dell’Olio, 2019. "Intra-Urban Spatial Disparities in User Satisfaction with Public Transport Services," Sustainability, MDPI, vol. 11(20), pages 1-22, October.
    10. Iván Manuel Mendoza-Arango & Eneko Echaniz & Luigi dell’Olio & Eduardo Gutiérrez-González, 2020. "Weighted Variables Using Best-Worst Scaling in Ordered Logit Models for Public Transit Satisfaction," Sustainability, MDPI, vol. 12(13), pages 1-20, July.

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