Can Public Transportation Service Provide Maximum Satisfaction?

Many countries have conducted various kinds of user satisfaction surveys for public transportation services. It is necessary to develop a methodology to understand how Likert scores represent a user's satisfaction. Satisfaction is a subjective indicator that depends on individual interpretation. For this study, the authors developed two such methodologies: "maximum satisfaction" and "ratio of satisfaction (ROS)." To evaluate maximum satisfaction, they developed bivariate ordered probit (BOP) models for user satisfaction with headway and access time using survey data from Korea. The ratio of maximum satisfaction to observed user satisfaction (i.e., ROS) provides valuable insight. Based on the ROS, caution should be exercised when interpreting the observed satisfaction level because the maximum satisfaction is not a perfect score of seven. Better understanding of users' attitudes and satisfaction will be essential to attracting more people to public transportation.


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  • Accession Number: 01675546
  • Record Type: Publication
  • Source Agency: Japan Science and Technology Agency (JST)
  • Files: TRIS, JSTAGE
  • Created Date: Apr 25 2018 3:07PM