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Predicting satisfaction of railways users: the role of perceived evolution of the service and on-board activities

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  • Nicolas Fabre

    (LAET - Laboratoire Aménagement Économie Transports - UL2 - Université Lumière - Lyon 2 - ENTPE - École Nationale des Travaux Publics de l'État - CNRS - Centre National de la Recherche Scientifique, C. comptes - Cour des comptes [France])

  • Florent Laroche

    (LAET - Laboratoire Aménagement Économie Transports - UL2 - Université Lumière - Lyon 2 - ENTPE - École Nationale des Travaux Publics de l'État - CNRS - Centre National de la Recherche Scientifique)

  • Louafi Bouzouina

    (LAET - Laboratoire Aménagement Économie Transports - UL2 - Université Lumière - Lyon 2 - ENTPE - École Nationale des Travaux Publics de l'État - CNRS - Centre National de la Recherche Scientifique)

Abstract

This study investigates the determinants of user satisfaction in regional railways. In particular it assesses the impact of service quality attributes and the ability to conduct on-board activities on overall satisfaction. The analysis is based on original data from a large-scale satisfaction survey with 4,286 respondents from the Auvergne Rhone Alpes region (France), using machine learning techniques and econometric models. Our results suggest that the perceived evolution of service by passengers is a strong determinant of satisfaction levels alongside with the service performance factors. They also highlight the importance of the ability to conduct on-board activities. Underlining and elaborating on the policy relevance of these findings, this study contributes to a deeper understanding of railway user satisfaction.

Suggested Citation

  • Nicolas Fabre & Florent Laroche & Louafi Bouzouina, 2024. "Predicting satisfaction of railways users: the role of perceived evolution of the service and on-board activities," Working Papers hal-04663573, HAL.
    • Handle: RePEc:hal:wpaper:hal-04663573
    Note: View the original document on HAL open archive server: https://hal.science/hal-04663573v4
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