Designing the Appropriate Data Collection Method for Public Transport Passenger Satisfaction Analysis

Incessantly increasing urbanization is a threat to mobility, environment and ultimately to the quality of life. Promoting public transport in the major cities seems to be a promising solution to this issue which can be achieved by moving toward attracting more satisfied public transport passengers (PTP). The first step in PTP satisfaction analysis is collecting the reliable data which is equally suitable for all passenger groups (i.e. handicapped, visually impaired, etc.) in order to limelight the most important concerns of the public transport users. The authors assume that a satisfied customer would be willing to purchase the product again and will stay loyal to the provider as long as the gap between his perceived quality and expected quality is less. Among various methods of data collection, Customer satisfaction survey (CSS) suits best to know about the extent of users’ satisfaction. In the current paper, at first, the relevant data collection methods have been reviewed and then a passenger satisfaction questionnaire has been designed which rates the extent of Budapest PTP satisfaction and dissatisfaction on a Likert chart. It should be underlined that different set of individual characteristics (age, gender, level of education, overall passenger health condition, etc.), as well as different service attributes (price, frequency, ease of boarding and alighting, etc.), are considered in the aforementioned questionnaire for further cluster analysis of the collected data.

• Record URL:
  https://doi.org/10.7708/ijtte.2018.8(2).03
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/issn/2217544X
• Supplemental Notes:
  • Abstract republished with permission of City Net Scientific Research Center, Belgrade.
• Authors:
  • Hussain, Blawal
  • Torok, Adam
• Publication Date: 2018

Language

• English

Media Info

• Media Type: Web
• Features: Figures; References; Tables;
• Pagination: pp 177-183
• Serial:
  • International Journal for Traffic and Transport Engineering
  • Volume: 8
  • Issue Number: 2
  • Publisher: City Net Scientific Research Center Ltd.
  • ISSN: 2217-544X
  • EISSN: 2217-5652
  • Serial URL: http://www.ijtte.com/home/
• Publication flags:

  Open Access (libre)

Subject/Index Terms

• TRT Terms: Analysis; Customer satisfaction; Data collection; Design; Public transit; Quality of service
• Subject Areas: Data and Information Technology; Design; Passenger Transportation; Public Transportation;

Filing Info

• Accession Number: 01676407
• Record Type: Publication
• Files: TRIS
• Created Date: Jul 26 2018 2:38PM