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 determinants of travel satisfaction with Public Transport services for each segment of travelers. In addition, it investigates the changes over time of attribute importance among the different segments and the inter-segment geographical variation of overall satisfaction. The analysis is based on a dataset of almost half a million records. Travelers were clustered based on their socio-demographics, travel patterns and accessibility measures to enable the analysis of determinants of satisfaction for different market segments. The cluster analysis results with five segments of Swedish travelers include: (i) inactive travelers; (ii) long distance commuters; (iii) urban motorist commuters; (iv) rural motorist commuters and; (v) students. By contrasting satisfaction with the importance of each quality of service attribute, three key attributes that should be prioritized by stakeholders are identified: customer interface, operation, network and length of trip time. Interestingly, the results suggest an overall similarity in the importance of service attributes among traveler segments. Nevertheless, some noticeable differences could be observed. The quality of service attributes’ importance levels reveal overall changes in appreciations and consumption goals over time. The more frequent public transport user segments are more satisfied across the board and are characterized by a more balanced distribution of attribute importance while rural motorist commuters are markedly dissatisfied with service operation attributes. This work can help authorities to tailor their policies to specific traveler groups.@en

Measurement and analysis of satisfaction with public transport services facilitate service performance monitoring, market analysis, benchmarking, and the identification of priority areas. The systematic and regular collection of information concerning satisfaction enables investigation of how passengers’ satisfaction and its determinants change over time. These changes may be driven by changes in service quality or shifts in passengers’ expectations and preferences. This study analyzed how satisfaction with public transport and its determinants evolved over time in Sweden in the years 2001 to 2013. The determinants of satisfaction were identified by factor analysis and the estimation of multivariate satisfaction models. The superposition of these findings culminated in a dynamic passenger satisfaction priority map that allowed the identification of priority areas on the basis of observed trends in satisfaction with service attributes and their respective importance. The deterioration of overall satisfaction with public transport in Sweden in recent years has been driven by a decrease in satisfaction with customer interface and length of trip time. These two service aspects, as well as operation, were found to be key determinants of overall satisfaction that users consistently rated among the least satisfactory. The results of this study will support service providers in designing measures that will foster satisfaction in the future.@en

Measurement and analysis of satisfaction with public transport services facilitate service performance monitoring, market analysis, benchmarking, and the identification of priority areas. The systematic and regular collection of information concerning satisfaction enables investigation of how passengers’ satisfaction and its determinants change over time. These changes may be driven by changes in service quality or shifts in passengers’ expectations and preferences. This study analyzed how satisfaction with public transport and its determinants evolved over time in Sweden in the years 2001 to 2013. The determinants of satisfaction were identified by factor analysis and the estimation of multivariate satisfaction models. The superposition of these findings culminated in a dynamic passenger satisfaction priority map that allowed the identification of priority areas on the basis of observed trends in satisfaction with service attributes and their respective importance. The deterioration of overall satisfaction with public transport in Sweden in recent years has been driven by a decrease in satisfaction with customer interface and length of trip time. These two service aspects, as well as operation, were found to be key determinants of overall satisfaction that users consistently rated among the least satisfactory. The results of this study will support service providers in designing measures that will foster satisfaction in the future.@en