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Performance, importance and user disgruntlement: A six-step method for measuring satisfaction with travel modes

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  1. Friman, Margareta & Fujii, Satoshi & Ettema, Dick & Gärling, Tommy & Olsson, Lars E., 2013. "Psychometric analysis of the satisfaction with travel scale," Transportation Research Part A: Policy and Practice, Elsevier, vol. 48(C), pages 132-145.
  2. Sarker, Rumana Islam & Kaplan, Sigal & Mailer, Markus & Timmermans, Harry J.P., 2019. "Applying affective event theory to explain transit users’ reactions to service disruptions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 130(C), pages 593-605.
  3. Paula Vasquez-Henriquez & Eduardo Graells-Garrido & Diego Caro, 2020. "Tweets on the Go: Gender Differences in Transport Perception and Its Discussion on Social Media," Sustainability, MDPI, vol. 12(13), pages 1-21, July.
  4. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
  5. Benedetto Barabino & Nicola Aldo Cabras & Claudio Conversano & Alessandro Olivo, 2020. "An Integrated Approach to Select Key Quality Indicators in Transit Services," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 149(3), pages 1045-1080, June.
  6. Lin, Zhibin & Vlachos, Ilias, 2018. "An advanced analytical framework for improving customer satisfaction: A case of air passengers," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 114(C), pages 185-195.
  7. Blandin, Lola & Vecchio, Giovanni & Hurtubia, Ricardo & Tiznado-Aitken, Ignacio, 2024. "Car dependency in the urban margins: The influence of perceived accessibility on mode choice," Transportation Research Part A: Policy and Practice, Elsevier, vol. 184(C).
  8. Mao, Zidan & Ettema, Dick & Dijst, Martin, 2016. "Commuting trip satisfaction in Beijing: Exploring the influence of multimodal behavior and modal flexibility," Transportation Research Part A: Policy and Practice, Elsevier, vol. 94(C), pages 592-603.
  9. Olsson, Lars E. & Friman, Margareta & Pareigis, Jörg & Edvardsson, Bo, 2012. "Measuring service experience: Applying the satisfaction with travel scale in public transport," Journal of Retailing and Consumer Services, Elsevier, vol. 19(4), pages 413-418.
  10. Manaugh, Kevin & El-Geneidy, Ahmed M., 2013. "Does distance matter? Exploring the links among values, motivations, home location, and satisfaction in walking trips," Transportation Research Part A: Policy and Practice, Elsevier, vol. 50(C), pages 198-208.
  11. Md Hadiuzzaman & Nahid Parvez Farazi & Sanjana Hossain & D. M. Ghius Malik, 2019. "An exploratory analysis of observed and latent variables affecting intercity train service quality in developing countries," Transportation, Springer, vol. 46(4), pages 1447-1466, August.
  12. Smith, Andrew S.J. & Ojeda Cabral, Manuel, 2022. "Is higher quality always costly? Marginal costs of quality: Theory and application to railway punctuality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 157(C), pages 258-273.
  13. Hook, Hannah & De Vos, Jonas & Van Acker, Veronique & Witlox, Frank, 2021. "Do travel options influence how commute time satisfaction relates to the residential built environment?," Journal of Transport Geography, Elsevier, vol. 92(C).
  14. Abenoza, Roberto F. & Ettema, Dick F. & Susilo, Yusak O., 2018. "Do accessibility, vulnerability, opportunity, and travel characteristics have uniform impacts on the traveler’s experience?," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 38-51.
  15. Maria Johansson & Catharina Sternudd & Mattias Kärrholm, 2016. "Perceived urban design qualities and affective experiences of walking," Journal of Urban Design, Taylor & Francis Journals, vol. 21(2), pages 256-275, April.
  16. Hickman, Robin & Chen, Chia-Lin & Chow, Andy & Saxena, Sharad, 2015. "Improving interchanges in China: the experiential phenomenon," Journal of Transport Geography, Elsevier, vol. 42(C), pages 175-186.
  17. Gholami, Ali & Ziaee, Maysam, 2017. "Development of a performance measurement system to choose the most efficient programs, the case of the Mashhad transportation system," Transportation Research Part A: Policy and Practice, Elsevier, vol. 106(C), pages 261-277.
  18. Nick Chaloux & Genevieve Boisjoly & Emily Grise & Ahmed El-Geneidy & David Levinson, 2019. "Chaloux, Nick, Boisjoly, Genevieve, Grise, Emily, El-Geneidy, Ahmed, and Levinson, D. (2019) I only get some satisfaction: Introducing satisfaction into measures of accessibility," Working Papers 2019-07, University of Minnesota: Nexus Research Group.
  19. Cecilia Bergstad & Amelie Gamble & Tommy Gärling & Olle Hagman & Merritt Polk & Dick Ettema & Margareta Friman & Lars Olsson, 2011. "Subjective well-being related to satisfaction with daily travel," Transportation, Springer, vol. 38(1), pages 1-15, January.
  20. Wu, Xinyi & Cao, Jason & Huting, Joel, 2018. "Using three-factor theory to identify improvement priorities for express and local bus services: An application of regression with dummy variables in the Twin Cities," Transportation Research Part A: Policy and Practice, Elsevier, vol. 113(C), pages 184-196.
  21. Eriksson, Lars & Friman, Margareta & Gärling, Tommy, 2013. "Perceived attributes of bus and car mediating satisfaction with the work commute," Transportation Research Part A: Policy and Practice, Elsevier, vol. 47(C), pages 87-96.
  22. Mouwen, Arnoud & Rietveld, Piet, 2013. "Does competitive tendering improve customer satisfaction with public transport? A case study for the Netherlands," Transportation Research Part A: Policy and Practice, Elsevier, vol. 51(C), pages 29-45.
  23. De Vos, Jonas & Witlox, Frank, 2017. "Travel satisfaction revisited. On the pivotal role of travel satisfaction in conceptualising a travel behaviour process," Transportation Research Part A: Policy and Practice, Elsevier, vol. 106(C), pages 364-373.
  24. Hensher, David A. & Ho, Chinh & Mulley, Corinne, 2015. "Identifying preferences for public transport investments under a constrained budget," Transportation Research Part A: Policy and Practice, Elsevier, vol. 72(C), pages 27-46.
  25. Nick Chaloux & Genevieve Boisjoly & Emily Grise & Ahmed El-Geneidy, & David Levinson, 2018. "I only get some satisfaction: Introducing satisfaction into measures of accessibility," Working Papers 170, University of Minnesota: Nexus Research Group.
  26. Hensher, David A. & Ho, Chinh & Mulley, Corinne, 2015. "Identifying resident preferences for bus-based and rail-based investments as a complementary buy in perspective to inform project planning prioritisation," Journal of Transport Geography, Elsevier, vol. 46(C), pages 1-9.
  27. 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.
  28. Shen, Weiwei & Xiao, Weizhou & Wang, Xin, 2016. "Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares," Transport Policy, Elsevier, vol. 46(C), pages 20-31.
  29. Diana, Marco, 2008. "Making the "primary utility of travel" concept operational: A measurement model for the assessment of the intrinsic utility of reported trips," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(3), pages 455-474, March.
  30. Sun, Fan & Jin, Minjie & Zhang, Tao & Huang, Wencheng, 2022. "Satisfaction differences in bus traveling among low-income individuals before and after COVID-19," Transportation Research Part A: Policy and Practice, Elsevier, vol. 160(C), pages 311-332.
  31. Wang, Fenglong & Mao, Zidan & Wang, Donggen, 2020. "Residential relocation and travel satisfaction change: An empirical study in Beijing, China," Transportation Research Part A: Policy and Practice, Elsevier, vol. 135(C), pages 341-353.
  32. Carreira, Rui & Patrício, Lia & Natal Jorge, Renato & Magee, Chris, 2014. "Understanding the travel experience and its impact on attitudes, emotions and loyalty towards the transportation provider–A quantitative study with mid-distance bus trips," Transport Policy, Elsevier, vol. 31(C), pages 35-46.
  33. Ettema, Dick & Gärling, Tommy & Olsson, Lars E. & Friman, Margareta, 2010. "Out-of-home activities, daily travel, and subjective well-being," Transportation Research Part A: Policy and Practice, Elsevier, vol. 44(9), pages 723-732, November.
  34. Hernandez, Sara & Monzon, Andres & de Oña, Rocío, 2016. "Urban transport interchanges: A methodology for evaluating perceived quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 84(C), pages 31-43.
  35. Grisé, Emily & El-Geneidy, Ahmed, 2017. "Evaluating the relationship between socially (dis)advantaged neighbourhoods and customer satisfaction of bus service in London, U.K," Journal of Transport Geography, Elsevier, vol. 58(C), pages 166-175.
  36. Nilsson, Jonas & Jansson, Johan & Nicholas, Kimberly & Zhao, Chunli, 2025. "Traveler perceived service quality and satisfaction with public transport: The influence of digital competence and environmental attitudes," Transport Policy, Elsevier, vol. 172(C).
  37. Nathanail, Eftihia, 2008. "Measuring the quality of service for passengers on the hellenic railways," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(1), pages 48-66, January.
  38. Joewono, Tri B. & Tarigan, Ari K.M. & Susilo, Yusak O., 2016. "Road-based public transportation in urban areas of Indonesia: What policies do users expect to improve the service quality?," Transport Policy, Elsevier, vol. 49(C), pages 114-124.
  39. Ettema, Dick & Gärling, Tommy & Olsson, Lars E. & Friman, Margareta & Moerdijk, Sjef, 2013. "The road to happiness: Measuring Dutch car drivers’ satisfaction with travel," Transport Policy, Elsevier, vol. 27(C), pages 171-178.
  40. Susilo, Yusak O. & Cats, Oded, 2014. "Exploring key determinants of travel satisfaction for multi-modal trips by different traveler groups," Transportation Research Part A: Policy and Practice, Elsevier, vol. 67(C), pages 366-380.
  41. David Hensher & Corinne Mulley & Norhayati Yahya, 2010. "Passenger experience with quality-enhanced bus service: the tyne and wear ‘superoute’ services," Transportation, Springer, vol. 37(2), pages 239-256, March.
  42. Fan, Zhang & Yanjie, Ji & Huitao, Lv & Yuqian, Zhang & Blythe, Phil & Jialiang, Fan, 2022. "Travel satisfaction of delivery electric two-wheeler riders: Evidence from Nanjing, China," Transportation Research Part A: Policy and Practice, Elsevier, vol. 162(C), pages 253-266.
  43. Benedetto Barabino, 2018. "Automatic recognition of “low-quality” vehicles and bus stops in bus services," Public Transport, Springer, vol. 10(2), pages 257-289, August.
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