Analysis of Visitor Satisfaction with Public Transport in Munich

Diem-Trinh Le, C. Michael Hall, Regine Gerike

2014-09-01articleJournal of Public Transportation107 citationsbronze

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Transportation Planning and Optimization Diverse Aspects of Tourism Research Customer Service Quality and Loyalty

Abstract

This study investigates the use of public transport by visitors in the city of Munich, Germany. It seeks to understand how visitors perceive public transport services and which factors influence their level of satisfaction. Data were collected from a survey in April and May 2012 with a random sample at selected tourist sites in Munich. Factor analysis resulted in four different service dimensions—traveling comfort, service quality, accessibility and additional features. Visitors were found to be generally satisfied with public transport services in Munich, and their perceptions are independent from most factors.

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