Quantifying the impact of in-vehicle crowding on customer satisfaction in Public Transport: A Den Haag case study

In an environment in which Public Transport plays an ever growing role in urban areas and passenger experience. In-depth knowledge on customer satisfaction is key in improving passenger experience. Crowding has shown to be an important aspect of route and mode choice, but its impact on customer satisfaction has not yet been quantitatively...

Determinants of traveler satisfaction: Evidence for non-linear and asymmetric effects

Classifying public transport service attributes based on their influence on overall traveler satisfaction can assist stakeholders and practitioners in introducing cost-efficient measures. To date most studies employed methods that were based on the assumption that the impact of service attributes on traveler satisfaction is entirely linear...

How does travel satisfaction sum up? An exploratory analysis in decomposing the door-to-door experience for multimodal trips

Understanding how satisfaction with individual trip legs aggregates to the overall travel experience for different types of trips will enable the identification of the trip legs that are most impactful. For this purpose we analyze data on retrospective evaluations of entire multi-modal trip experiences and satisfaction with individual trip...

Travel Satisfaction with Public Transport: Determinants, User Classes, Regional Disparity and Their Evolution

Increasing public transport ridership while providing a service that better caters to individual travelers poses an important goal and challenge for society, particularly public transport authorities and operators. This study identifies and characterizes current and potential users of public transport in Sweden and identifies the most important...