Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches

Oña, Juan de; Oña, Rocío de

doi:10.1287/trsc.2014.0544

Cited by 258 publications

(107 citation statements)

References 115 publications

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“…Perceptions about different characteristics of the service are very different among users. Users' perceptions are heterogeneous because the qualitative nature of some public transport service aspects, the different users' socioeconomic characteristics, and the diversity in the tastes and attitudes towards public transport [9]. Several researchers have argued that travel behavior is greatly influenced by individuals' personality, perceptions and attitudes.…”

Section: Literature Reviewmentioning

confidence: 99%

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2019

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One informal public transport service in Bangkok is Silor (SR), given the meaning in Thai as four-wheeler. SR facilitates urban mobility both in terms of major travel mode and feeder to bus and mass transit lines in the city. This research aims to explore user subgroups characterized by attitudes through an Exploratory Factor Analysis followed by commuter segmentation through Cluster Analysis based on the obtained latent variables in order to propose future implications for SR service improvement in Bangkok. Interviews are conducted through questionnaire survey to collect users' socioeconomic and trip profiles and attitudes towards SR service. The result reveals dimensions of service quality, which explain user perception and priorities regarding the service. Four segments of SR users are identified by four attitudinal factors, including reliability, in-vehicle environment, comfort and convenience, and environmental impact. Personal profiles, trip characteristics, and attitudes of each segment are analyzed and compared. Research findings would contribute to new knowledge on quality factors and area of SR service improvement as well as provide better understanding on diverse perception among SR user segments. Policy implications that best suit for each user segments are discussed.

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Section: Literature Reviewmentioning

confidence: 99%

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2019

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“…Customer expectation should be considered in the form of either: ideal, desired, adequate, or tolerable quality. Additionally, consideration needs to be given to how to identify the most relevant attributes that affect SQ and how to deal with such related aspects (de Oña & de Oña, 2014).…”

Section: Experimental Programmentioning

confidence: 99%

Transit System Service Quality in a Tourism-Education City and a Business City

Purba¹,

Nakamura²,

Herianto³

et al. 2017

IJTech

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Service quality is a key performance indicator of a system, there being many elements that constitute service quality in a transport system. The customer's point of view is at the center of policy, planning and delivery decisions. As an education city, Jogjakarta's customers comes from all over Indonesia, and as an international tourism destination, Jogjakarta welcomes people from all over the world. As a business city, customers in Palembang have a different character to those in Jogjakarta. The aim of this research is to identify the main aspects of transit system service quality within tourism-education city and a business city.

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“…Thus, a review of the literature of quality assessment of transport services shows that most of the papers focus mainly on public transport [7]. However, a more complete quality assessment exercise is expected to take into account other travel means, such as the active ones (bicycles, feet).…”

Section: Introductionmentioning

confidence: 99%

Comparing Transport Quality Perception among Different Travellers in European Cities through Co-Cluster Analysis

Pirra

Pensa

2019

Sustainability

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The quality of the transport system offered at city level constitutes an important and challenging goal for society, for local authorities, and transport operators. Therefore, appropriate evaluation of travellers' satisfaction is required to support service performance monitoring, benchmarking, and market analysis. This aspect implies the collection of satisfaction levels for different passengers' groups, as it could provide interesting suggestions for identifying priority areas of action. To this end, an original study aimed at understanding the main aspects affecting the common view of satisfaction among different kinds of travellers at European level is presented in this paper. A specific survey investigating how travellers perceive the quality of their journey is proposed to people living in cities characterised by different sizes. Data are then analysed through a multi-view co-clustering algorithm, an innovative machine learning technique that highlights clusters of respondents grouped according to various categories of features. Such results could be used by local authorities and transport providers to understand the specific actions to be operated to improve the quality of transport service offered in a market segmentation dimension.

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Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches

Cited by 258 publications

References 115 publications

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Transit System Service Quality in a Tourism-Education City and a Business City

Comparing Transport Quality Perception among Different Travellers in European Cities through Co-Cluster Analysis

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