Assessing travel satisfaction in public transport: A configurational approach

Previous findings have established that satisfaction with public transport service quality attributes (reliability/functionality, information, courtesy/simplicity, comfort, safety) relate to overall travel satisfaction. Recent studies propose that the importance of these attributes for travel satisfaction varies in different contexts and call for new approaches for enhancing the understanding of these relationships. The authors address this call by using a configurational perspective and applying fuzzy set Qualitative Comparative Analysis (fsQCA), to explore how satisfaction with service quality attributes relate to high travel satisfaction. By analyzing user survey data before and after an intervention in public transport services in a Swedish city, the authors do the following: (1) find that high travel satisfaction occurs in the interaction between service quality attributes; (2) identify different configurations of satisfaction with service quality attributes leading to high travel satisfaction; and (3) show how context alters overall travel satisfaction. The authors conclude that using a configurational approach is useful for understanding the complexity of travel satisfaction.

• Record URL:
  • https://doi.org/10.1016/j.trd.2021.102732
• Record URL:
  • http://www.sciencedirect.com/science/article/pii/S1361920921000365
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/issn/13619209
• Supplemental Notes:
  • © 2021 Alexandre Sukhov et a;. Published by Elsevier Ltd. Abstract reprinted with permission of Elsevier.
• Authors:
  • Sukhov, Alexandre
  • Lättman, Katrin
  • Olsson, Lars E
  • Friman, Margareta
  • Fujii, Satoshi
• Publication Date: 2021-4

Language

• English

Media Info

• Media Type: Web
• Features: Figures; References; Tables;
• Serial:
  • Transportation Research Part D: Transport and Environment
  • Volume: 93
  • Issue Number: 0
  • Publisher: Elsevier
  • ISSN: 1361-9209
  • Serial URL: http://www.sciencedirect.com/science/journal/13619209

Subject/Index Terms

• TRT Terms: Alternatives analysis; Before and after studies; Cities; Customer satisfaction; Evaluation and assessment; Fuzzy sets; Public transit; Quality of service
• Geographic Terms: Sweden
• Subject Areas: Passenger Transportation; Planning and Forecasting; Public Transportation;

Filing Info

• Accession Number: 01769356
• Record Type: Publication
• Files: TRIS
• Created Date: Apr 12 2021 9:24AM