IDEAS home Printed from https://ideas.repec.org/a/eee/trapol/v117y2022icp88-97.html
   My bibliography  Save this article

Spatial and temporal variation of user satisfaction in public transport systems

Author

Listed:
  • Echaniz, Eneko
  • Cordera, Rubén
  • Rodriguez, Andrés
  • Nogués, Soledad
  • Coppola, Pierlugi
  • dell’Olio, Luigi

Abstract

Surveys are a commonly applied method to establish user satisfaction levels with a public transport system. Regardless of the type of survey carried out and the methodology used, the studies usually present a time specific image of the service, showing the results in aggregate form or differentiating by lines and socio-economic characteristics of the users. However, satisfaction is not usually analysed as a variable with temporal or spatial variation. This research presents a case study applied to the city of Santander (Cantabria, Spain) in which an analysis is made about the evolution of satisfaction with the service over a day on various lines that integrate the city's public transport system. At the same time, it analyses how this perception changes at different points in the city. The results show that overall user satisfaction with the service decreases at peak times of the day, experiences more variations in lines with lower frequencies and can depend on the direction and location of the trip. In addition, some attributes were more relevant than others, also showing significant differences in their importance at different time slots and bus lines. These results can help to improve transport services, showing the spatial-temporal differences that exist in the evaluations carried out by users.

Suggested Citation

  • Echaniz, Eneko & Cordera, Rubén & Rodriguez, Andrés & Nogués, Soledad & Coppola, Pierlugi & dell’Olio, Luigi, 2022. "Spatial and temporal variation of user satisfaction in public transport systems," Transport Policy, Elsevier, vol. 117(C), pages 88-97.
    • Handle: RePEc:eee:trapol:v:117:y:2022:i:c:p:88-97
    DOI: 10.1016/j.tranpol.2022.01.003
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0967070X22000038
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.tranpol.2022.01.003?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    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. Efthymiou, Dimitrios & Antoniou, Constantinos, 2017. "Understanding the effects of economic crisis on public transport users’ satisfaction and demand," Transport Policy, Elsevier, vol. 53(C), pages 89-97.
    2. Nicolas Gendron-Carrier & Marco Gonzalez-Navarro & Stefano Polloni & Matthew A. Turner, 2022. "Subways and Urban Air Pollution," American Economic Journal: Applied Economics, American Economic Association, vol. 14(1), pages 164-196, January.
    3. Kevin Manaugh & Ahmed El- Geneidy, 2012. "Who benefits from new transportation infrastructure? Using accessibility measures to evaluate social equity in public transport provision," Chapters, in: Karst T. Geurs & Kevin J. Krizek & Aura Reggiani (ed.), Accessibility Analysis and Transport Planning, chapter 12, pages 211-227, Edward Elgar Publishing.
    4. Laura Eboli & Gabriella Mazzulla, 2008. "A Stated Preference Experiment for Measuring Service Quality in Public Transport," Transportation Planning and Technology, Taylor & Francis Journals, vol. 31(5), pages 509-523, February.
    5. Alfredo Aloi & Borja Alonso & Juan Benavente & Rubén Cordera & Eneko Echániz & Felipe González & Claudio Ladisa & Raquel Lezama-Romanelli & Álvaro López-Parra & Vittorio Mazzei & Lucía Perrucci & Darí, 2020. "Effects of the COVID-19 Lockdown on Urban Mobility: Empirical Evidence from the City of Santander (Spain)," Sustainability, MDPI, vol. 12(9), pages 1-18, May.
    6. Duy Q. Nguyen-Phuoc & William Young & Graham Currie & Chris Gruyter, 2020. "Traffic congestion relief associated with public transport: state-of-the-art," Public Transport, Springer, vol. 12(2), pages 455-481, June.
    7. Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella, 2018. "Spatial variation of the perceived transit service quality at rail stations," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 67-83.
    8. Jaime Allen & Juan Carlos Muñoz & Juan Ortúzar, 2020. "On the effect of operational service attributes on transit satisfaction," Transportation, Springer, vol. 47(5), pages 2307-2336, October.
    9. Rubén Cordera & Soledad Nogués & Esther González-González & Luigi dell’Olio, 2019. "Intra-Urban Spatial Disparities in User Satisfaction with Public Transport Services," Sustainability, MDPI, vol. 11(20), pages 1-22, October.
    10. Beaudoin, Justin & Farzin, Y. Hossein & Lin Lawell, C.-Y. Cynthia, 2015. "Public transit investment and sustainable transportation: A review of studies of transit's impact on traffic congestion and air quality," Research in Transportation Economics, Elsevier, vol. 52(C), pages 15-22.
    11. Karst T. Geurs & Kevin J. Krizek & Aura Reggiani (ed.), 2012. "Accessibility Analysis and Transport Planning," Books, Edward Elgar Publishing, number 14718.
    12. Neil Cuthill & Mengqiu Cao & Yuqi Liu & Xing Gao & Yuerong Zhang, 2019. "The Association between Urban Public Transport Infrastructure and Social Equity and Spatial Accessibility within the Urban Environment: An Investigation of Tramlink in London," Sustainability, MDPI, vol. 11(5), pages 1-18, February.
    13. Foth, Nicole & Manaugh, Kevin & El-Geneidy, Ahmed M., 2013. "Towards equitable transit: examining transit accessibility and social need in Toronto, Canada, 1996–2006," Journal of Transport Geography, Elsevier, vol. 29(C), pages 1-10.
    14. Lai, Wen-Tai & Chen, Ching-Fu, 2011. "Behavioral intentions of public transit passengers--The roles of service quality, perceived value, satisfaction and involvement," Transport Policy, Elsevier, vol. 18(2), pages 318-325, March.
    15. Borck, Rainald, 2019. "Public transport and urban pollution," Regional Science and Urban Economics, Elsevier, vol. 77(C), pages 356-366.
    16. Börjesson, Maria & Rubensson, Isak, 2019. "Satisfaction with crowding and other attributes in public transport," Transport Policy, Elsevier, vol. 79(C), pages 213-222.
    17. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2016. "Index numbers for monitoring transit service quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 84(C), pages 18-30.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Luo, Shuli & He, Sylvia Y. & Grant-Muller, Susan & Song, Linqi, 2023. "Influential factors in customer satisfaction of transit services: Using crowdsourced data to capture the heterogeneity across individuals, space and time," Transport Policy, Elsevier, vol. 131(C), pages 173-183.
    2. Cristina Isabel Covelli Garrido & Alessandro Giovannini & Annalisa Mangone & Fulvio Silvestri, 2023. "Managing Urban Mobility during Big Events through Living Lab Approach," Sustainability, MDPI, vol. 15(19), pages 1-14, October.
    3. Hongjun Cui & Mingzhi Li & Minqing Zhu & Xinwei Ma, 2023. "Investigating the Impacts of Urban–Rural Bus Service Quality on Rural Residents’ Travel Choices Using an SEM–MNL Integration Model," Sustainability, MDPI, vol. 15(15), pages 1-22, August.
    4. Weng, JianCheng & Yu, JiangBo & Di, XiaoJian & Lin, PengFei & Wang, Jing-Jing & Mao, Li-Zeng, 2023. "How does the state of bus operations influence passengers’ service satisfaction? A method considering the differences in passenger preferences," Transportation Research Part A: Policy and Practice, Elsevier, vol. 174(C).

    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. Niklas Gohl & Philipp Schrauth, 2022. "Ticket to Paradise? The Effect of a Public Transport Subsidy on Air Quality," CEPA Discussion Papers 50, Center for Economic Policy Analysis.
    2. Mandhani, Jyoti & Nayak, Jogendra Kumar & Parida, Manoranjan, 2020. "Interrelationships among service quality factors of Metro Rail Transit System: An integrated Bayesian networks and PLS-SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 140(C), pages 320-336.
    3. Boisjoly, Geneviève & El-Geneidy, Ahmed, 2016. "Daily fluctuations in transit and job availability: A comparative assessment of time-sensitive accessibility measures," Journal of Transport Geography, Elsevier, vol. 52(C), pages 73-81.
    4. Singh, Abhilash C. & Faghih Imani, Ahmadreza & Sivakumar, Aruna & Luna Xi, Yang & Miller, Eric J., 2024. "A joint analysis of accessibility and household trip frequencies by travel mode," Transportation Research Part A: Policy and Practice, Elsevier, vol. 181(C).
    5. Cui, Boer & Boisjoly, Geneviève & El-Geneidy, Ahmed & Levinson, David, 2019. "Accessibility and the journey to work through the lens of equity," Journal of Transport Geography, Elsevier, vol. 74(C), pages 269-277.
    6. de Oña, Juan & Estévez, Esperanza & de Oña, Rocío, 2021. "How does private vehicle users perceive the public transport service quality in large metropolitan areas? A European comparison," Transport Policy, Elsevier, vol. 112(C), pages 173-188.
    7. Lin, Joanne Yuh-Jye & Jenelius, Erik & Cebecauer, Matej & Rubensson, Isak & Chen, Cynthia, 2023. "The equity of public transport crowding exposure," Journal of Transport Geography, Elsevier, vol. 110(C).
    8. Esmailpour, Javad & Aghabayk, Kayvan & Aghajanzadeh, Mohammad & De Gruyter, Chris, 2022. "Has COVID-19 changed our loyalty towards public transport? Understanding the moderating role of the pandemic in the relationship between service quality, customer satisfaction and loyalty," Transportation Research Part A: Policy and Practice, Elsevier, vol. 162(C), pages 80-103.
    9. Ingvardson, Jesper Bláfoss & Nielsen, Otto Anker, 2019. "The relationship between norms, satisfaction and public transport use: A comparison across six European cities using structural equation modelling," Transportation Research Part A: Policy and Practice, Elsevier, vol. 126(C), pages 37-57.
    10. Epstein, Bryan & Givoni, Moshe, 2016. "Analyzing the gap between the QOS demanded by PT users and QOS supplied by service operators," Transportation Research Part A: Policy and Practice, Elsevier, vol. 94(C), pages 622-637.
    11. Borck, Rainald & Mulder, Peter, 2024. "Energy policies and pollution in two developing country cities: A quantitative model," Journal of Development Economics, Elsevier, vol. 171(C).
    12. Luo, Shuli & He, Sylvia Y. & Grant-Muller, Susan & Song, Linqi, 2023. "Influential factors in customer satisfaction of transit services: Using crowdsourced data to capture the heterogeneity across individuals, space and time," Transport Policy, Elsevier, vol. 131(C), pages 173-183.
    13. Quy Nguyen-Phuoc, Duy & Nguyen, Teron & Ngoc Su, Diep & Thi Le, Phuong & Oviedo-Trespalacios, Oscar, 2022. "How do social cues from other passengers affect word-of-mouth and intention to continue using bus services? A second-order SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 158(C), pages 302-320.
    14. Shuli Luo & Sylvia Y He, 2021. "Using data mining to explore the spatial and temporal dynamics of perceptions of metro services in China: The case of Shenzhen," Environment and Planning B, , vol. 48(3), pages 449-466, March.
    15. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
    16. Legrain, Alexander & Buliung, Ron & El-Geneidy, Ahmed M., 2016. "Travelling fair: Targeting equitable transit by understanding job location, sectorial concentration, and transit use among low-wage workers," Journal of Transport Geography, Elsevier, vol. 53(C), pages 1-11.
    17. Jihane El Ouadi & Hanae Errousso & Nicolas Malhene & Siham Benhadou, 2022. "On understanding the impacts of shared public transportation on urban traffic and road safety using an agent-based simulation with heterogeneous fleets: a case study of Casablanca city," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(6), pages 3893-3932, December.
    18. Zhu, Chunxiao & Shou, Minghuan & Zhou, Yitong & Li, Wenrui, 2023. "Modeling the effect of social media on older adults’ usage intention of public transport," Economic Analysis and Policy, Elsevier, vol. 77(C), pages 239-250.
    19. Guirao, Begoña & García-Pastor, Antonio & López-Lambas, María Eugenia, 2016. "The importance of service quality attributes in public transportation: Narrowing the gap between scientific research and practitioners' needs," Transport Policy, Elsevier, vol. 49(C), pages 68-77.
    20. Faghih Imani, Ahmadreza & Miller, Eric J. & Saxe, Shoshanna, 2019. "Cycle accessibility and level of traffic stress: A case study of Toronto," Journal of Transport Geography, Elsevier, vol. 80(C).

    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:trapol:v:117:y:2022:i:c:p:88-97. 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/30473/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.