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Modelling the impact of rail delays on passenger satisfaction

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  • Monsuur, Fredrik
  • Enoch, Marcus
  • Quddus, Mohammed
  • Meek, Stuart

Abstract

Rail use and rail traffic in the UK increased substantially in the 25 years from 1994 to the end of 2019, a situation which led to progressively more delays and increasingly dissatisfied passengers. This study aims to quantify how disruptions to rail services are perceived by passengers to highlight situations that cause the highest rates of dissatisfaction so that they can be more effectively managed by the rail industry.

Suggested Citation

  • Monsuur, Fredrik & Enoch, Marcus & Quddus, Mohammed & Meek, Stuart, 2021. "Modelling the impact of rail delays on passenger satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 152(C), pages 19-35.
    • Handle: RePEc:eee:transa:v:152:y:2021:i:c:p:19-35
    DOI: 10.1016/j.tra.2021.08.002
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    References listed on IDEAS

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    1. Jaime Allen & Laura Eboli & Gabriella Mazzulla & Juan de Dios Ortúzar, 2020. "Effect of critical incidents on public transport satisfaction and loyalty: an Ordinal Probit SEM-MIMIC approach," Transportation, Springer, vol. 47(2), pages 827-863, April.
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    Cited by:

    1. Yang, Min & Wang, Zheyuan & Cheng, Long & Chen, Enhui, 2022. "Exploring satisfaction with air-HSR intermodal services: A Bayesian network analysis," Transportation Research Part A: Policy and Practice, Elsevier, vol. 156(C), pages 69-89.
    2. Jie Yang & Nirajan Shiwakoti & Richard Tay, 2023. "Passengers’ Perception of Satisfaction and Its Relationship with Travel Experience Attributes: Results from an Australian Survey," Sustainability, MDPI, vol. 15(8), pages 1-18, April.
    3. Oliveira, Alessandro V.M. & Oliveira, Bruno F. & Vassallo, Moisés D., 2023. "Airport service quality perception and flight delays: Examining the influence of psychosituational latent traits of respondents in passenger satisfaction surveys," Research in Transportation Economics, Elsevier, vol. 102(C).

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