A classification tree approach to identify key factors of transit service quality

Identifying Key Factors of Rail Transit Service Quality: An Empirical Analysis for Istanbul

“…Thus, PT service planners pursue lessening the use of private cars by developing quality improvement plans that will initiate higher customer satisfaction. Increasing customer satisfaction or SQ levels results in a higher use of the service, involvement of new customers, and a better public image (de Oña et al 2012;Çelik et al 2013). …”

“…(Tyrinopoulos and Antoniou 2008;Filipović et al 2009;Mazzulla 2009, 2011). A study by de Oña et al (2012) classified the methods proposed to evaluate the perceived importance of SQ factors into two main categories: "stated importance methods and derived importance methods. In the former, customers were asked to rate each factor on an importance scale, whereas in the latter, the importance of factors was determined by analyzing the relationship of each factor with the overall customer satisfaction via statistical testing.…”

“…In addition, such methods require that the survey cover a relatively longer period, which may reduce the overall response rate and the accuracy of the survey. Some criteria found important may, in fact, have little effect on overall satisfaction (de Oña et al 2012).…”

Role of Social Climate in Habitual Transit Use by Young Adults to Work and Leisure Activities

“…On the one hand, people talking on mobile phones, crowding and lack of personal space, rude or loud behavior of other passengers, lack of privacy, and seating next to strangers are associated with dislike of transit (8). On the other hand, driver courtesy and kindness are related to the perceived and desired quality of service (8)(9)(10)(11). Some findings have contradictory trends: on the one hand, talking with others is positively related to higher travel satisfaction (12), but, on the other hand, socializing with other passengers (i.e., meeting, talking, helping), although positively related to positive emotions, is not significantly related to travel satisfaction, overall value, or customer loyalty (6).…”

Caracterización y análisis del coste de mejora de la calidad de servicio en transporte urbano en autobús, basado en la metodología ABC (activity based costing)

“…Así, De Oña et al (2012) proponen utilizar la técnica de árboles de decisión, en particular árboles de clasificación y regresión (Classification and regression tree -CART), tanto para analizar la calidad del servicio en el transporte público, como para identificar los atributos clave que la determinan. CART es un modelo no paramétrico en el que no existen condiciones predefinidas entre la variable objetivo (dependiente) y las variables predictoras (independientes).…”