IDEAS home Printed from https://ideas.repec.org/a/eee/transa/v41y2007i1p98-106.html
   My bibliography  Save this article

Performance, importance and user disgruntlement: A six-step method for measuring satisfaction with travel modes

Author

Listed:
  • Stradling, Stephen G.
  • Anable, Jillian
  • Carreno, Michael

Abstract

The technique described in this paper builds on work in the customer service literature on the measurement of customer dissatisfaction to develop a new way of combining measures of performance (how well is this aspect of a service being delivered?) and importance (how important is it to you that this aspect is delivered well?) to give a measure labelled here user disgruntlement. This dissatisfaction measure is plotted against importance to provide a graphic representation of which aspects of service are in most urgent need of improvement. Examples are given from three recent studies conducted by the authors, showing how the technique may be used in the transport domain to compare different aspects of a particular service (e.g., user satisfaction with bus interchange), to compare across modes (e.g., user satisfaction with trips to a leisure location by car and bus), or to compare within a mode across population sub-groups (e.g., younger and older able-bodied pedestrians' satisfaction with a walking environment).

Suggested Citation

  • Stradling, Stephen G. & Anable, Jillian & Carreno, Michael, 2007. "Performance, importance and user disgruntlement: A six-step method for measuring satisfaction with travel modes," Transportation Research Part A: Policy and Practice, Elsevier, vol. 41(1), pages 98-106, January.
    • Handle: RePEc:eee:transa:v:41:y:2007:i:1:p:98-106
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0965-8564(06)00063-2
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
    2. Anable, Jillian, 2005. "'Complacent Car Addicts' or 'Aspiring Environmentalists'? Identifying travel behaviour segments using attitude theory," Transport Policy, Elsevier, vol. 12(1), pages 65-78, January.
    3. Tertoolen, Gerard & van Kreveld, Dik & Verstraten, Ben, 1998. "Psychological resistance against attempts to reduce private car use," Transportation Research Part A: Policy and Practice, Elsevier, vol. 32(3), pages 171-181, April.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Dacko, Scott G. & Spalteholz, Carolin, 2014. "Upgrading the city: Enabling intermodal travel behaviour," Technological Forecasting and Social Change, Elsevier, vol. 89(C), pages 222-235.
    2. Davies, Nick, 2012. "What are the ingredients of successful travel behavioural change campaigns?," Transport Policy, Elsevier, vol. 24(C), pages 19-29.
    3. Ali, Fazilatulaili & Dissanayake, Dilum & Bell, Margaret & Farrow, Malcolm, 2018. "Investigating car users' attitudes to climate change using multiple correspondence analysis," Journal of Transport Geography, Elsevier, vol. 72(C), pages 237-247.
    4. Chowdhury, Subeh & Ceder, Avishai (Avi), 2016. "Users’ willingness to ride an integrated public-transport service: A literature review," Transport Policy, Elsevier, vol. 48(C), pages 183-195.
    5. Cristina Pronello & Jean-Baptiste Gaborieau, 2018. "Engaging in Pro-Environment Travel Behaviour Research from a Psycho-Social Perspective: A Review of Behavioural Variables and Theories," Sustainability, MDPI, vol. 10(7), pages 1-22, July.
    6. Adam Rosenfield & John P. Attanucci & Jinhua Zhao, 2020. "A randomized controlled trial in travel demand management," Transportation, Springer, vol. 47(4), pages 1907-1932, August.
    7. Gustav Bösehans & Ian Walker, 2020. "Do supra-modal traveller types exist? A travel behaviour market segmentation using Goal framing theory," Transportation, Springer, vol. 47(1), pages 243-273, February.
    8. Henk-Jan van Mossel & Ad Straub, 2009. "The need for customizing maintenance services in social housing," Construction Management and Economics, Taylor & Francis Journals, vol. 27(2), pages 135-151.
    9. Jinhyun Hong & David Philip McArthur & Mark Livingston, 2019. "Can Accessing the Internet while Travelling Encourage Commuters to Use Public Transport Regardless of Their Attitude?," Sustainability, MDPI, vol. 11(12), pages 1-10, June.
    10. Nugroho, Adi, 2021. "Study of Airport Service Quality and Profitability in Indonesia," OSF Preprints ah2ns, Center for Open Science.
    11. Eric Morris & Erick Guerra, 2015. "Mood and mode: does how we travel affect how we feel?," Transportation, Springer, vol. 42(1), pages 25-43, January.
    12. Redmond, Lothlorien, 2000. "Identifying and Analyzing Travel-Related Attitudinal, Personality, and Lifestyle Clusters in the San Francisco Bay Area," Institute of Transportation Studies, Working Paper Series qt0317h7v4, Institute of Transportation Studies, UC Davis.
    13. Ghada Alturif & Wafaa Saleh, 2023. "Attitudes and Behaviour towards More Sustainable Travel Options in the Kingdom of Saudi Arabia: An Emerging Social Change?," Sustainability, MDPI, vol. 15(16), pages 1-19, August.
    14. Hickman, Robin & Chen, Chia-Lin & Chow, Andy & Saxena, Sharad, 2015. "Improving interchanges in China: the experiential phenomenon," Journal of Transport Geography, Elsevier, vol. 42(C), pages 175-186.
    15. Lupo, Toni, 2015. "Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 249-259.
    16. Iogansen, Xiatian & Wang, Kailai & Bunch, David & Matson, Grant & Circella, Giovanni, 2023. "Deciphering the factors associated with adoption of alternative fuel vehicles in California: An investigation of latent attitudes, socio-demographics, and neighborhood effects," Transportation Research Part A: Policy and Practice, Elsevier, vol. 168(C).
    17. van de Coevering, Paul & Maat, Kees & van Wee, Bert, 2018. "Residential self-selection, reverse causality and residential dissonance. A latent class transition model of interactions between the built environment, travel attitudes and travel behavior," Transportation Research Part A: Policy and Practice, Elsevier, vol. 118(C), pages 466-479.
    18. Sonia Singh & Subhra Mondal & Lata Bajpai Singh & Kalyan Kumar Sahoo & Subhankar Das, 2020. "An Empirical Evidence Study of Consumer Perception and Socioeconomic Profiles for Digital Stores in Vietnam," Sustainability, MDPI, vol. 12(5), pages 1-30, February.
    19. Nielsen, Jesper Riber & Hovmøller, Harald & Blyth, Pascale-L. & Sovacool, Benjamin K., 2015. "Of “white crows” and “cash savers:” A qualitative study of travel behavior and perceptions of ridesharing in Denmark," Transportation Research Part A: Policy and Practice, Elsevier, vol. 78(C), pages 113-123.
    20. Moro, Sérgio & Lopes, Rui J. & Esmerado, Joaquim & Botelho, Miguel, 2020. "Service quality in airport hotel chains through the lens of online reviewers," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:transa:v:41:y:2007:i:1:p:98-106. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/547/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.