Perceived Satisfaction with Public Transport Service in Nine European Cities

Abstract

The present study provides a transnational comparison of the perceived service satisfaction with public transport in eight European countries. Data was collected from 9,542 respondents in Stockholm, Barcelona, Copenhagen, Geneva, Helsinki, Vienna, Berlin, Manchester, and Oslo. The respondents rated their agreement with 17 attribute-related statements regarding local public transport services. Using factor analysis, this study identifies the four satisfaction dimensions of system, comfort, staff, and safety, which were present in most, but not all of the cities. These findings indicate that there are differences in how public transport is perceived. This needs to be addressed in order to make comparison meaningful. Different explanations for these diverse findings are discussed.

Analysis of Visitor Satisfaction with Public Transport in Munich

“…Additional features shared some similarities with Tyrinopoulos and Antoniou's (2008) identification of information/courtesy, Thompson and Schofield's (2007) ease of use, and Fellesson and Friman's (2008) staff dimensions.…”

“…Third, Discriminant Function Analysis (stepwise method) was run to identify the most important factors influencing the tourists' satisfaction with public transport in Munich. This step has been proven as effective in identifying predictors of customer satisfaction in previous studies (Kim and Lee 2011;Fellesson and Friman 2008).…”

“…Questionnaire-based surveys are a standard method to research customer behavior (see, for example, Bansal andEiselt 2004, Fellesson andFriman 2008) and are also adopted in this study. Due to time and labor constraints, self-administered surveys were used.…”

“…A comparison of the present findings with those of previous studies shows some similarities as well as differences (Table 5). As with Fellesson and Friman (2008), this study identified traveling comfort as an important service dimension. This factor describes features needed for a comfortable trip.…”

Changing roles and new perspectives: towards market orientation in public transport

“…In public transport research, many scholars have adopted a passenger perspective when studying passenger preferences, satisfaction, and perceived quality (e.g. Redman et al 2013;Fellesson and Friman 2008). However, little research has addressed public transport organizations' intelligence-generating activities.…”