Measuring Public Transport Satisfaction from User Surveys

Rana Imam

52 citations0/0 files storedInternational Journal of Business and Management

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Transportation Planning and Optimization Transportation and Mobility Innovations Urban Transport Systems Analysis

Abstract

Customer satisfaction has been considered one of the most important factors in any industry or service due to itsdirect relation to customer retention. Recent estimates indicate that the mode share of public transport in Ammanis only 17%; of these users 65% do not own a car, hence they are considered captive riders. This paper focuseson the user satisfaction with the public transportation system in the city. A user survey was developed to explorethe satisfaction of bus users, minibus users and jitney users. Bus users were found to be the most satisfied.However, the overall average of satisfaction reflects that generally all users are not sufficiently satisfied with thetransit system. Transport planners and decision makers could utilize the results and findings of this study, tofocus on the attributes that are important for public transport users. The outcomes also direct the attention oftransit authorities and operators towards the attributes that scored low in satisfaction, consequently requiringimprovement. It is necessary to increase user satisfaction through improving the public transport system inAmman, in order to maintain existing users and attract new passengers. These improvements will make the citymore sustainable and reduce the use of private cars in the future. Future research could replicate the adoptedmethodology with public transport users in similar countries for comparison purposes.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 52 citations exist upstream.

References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Measuring Service Quality: A Reexamination and Extension 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response 1996An empirical examination of a model of perceived service quality and satisfaction 2003Transit capacity and quality of service manual 2008Public transit user satisfaction: Variability and policy implications 2007Passenger perceptions and the ideal urban bus journey experience 2009A New Customer Satisfaction Index for Evaluating Transit Service Quality

Cited by

2021An Integrated Approach of Multi-Criteria Decision-Making and Grey Theory for Evaluating Urban Public Transportation Systems 2020Sustainability of Public Transportation: An Examination of User Behavior to Real-Time GPS Tracking Application 2020The Usage of Public Transport and Impact of Satisfaction in the European Union 2017Determining passenger satisfaction out of platform-based amenities: A study of Kanpur Central Railway Station 2020Service quality of the urban public transport companies and sustainable city logistics

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.