A methodology for modeling and identifying users satisfaction issues in public transport systems based on users surveys

The quality of public transport can be measured directly through user surveys by rating different aspects of the service, such as punctuality, network coverage, connectivity of the lines, frequency of service, etc.. In addition to these ratings, the survey may ask users to rate the overall quality of service. This approach aims to identify the aspects that mostly influence the perception of overall quality of service. This paper presents a methodology to identify and quantify the relationship between the ratings given to the overall satisfaction and those given to specific aspects of the service or specific ratings. The methodology is based on the use of three different models: models based on averages, a model based on a multivariate discrete distribution and a generalized linear model. The comparison of the results given by these models allows to identify and quantify the most relevant and influential aspects regarding user satisfaction. The final result is a model of the overall satisfaction index in terms on the most influential specific aspects. (C) 2012 Published by Elsevier Ltd. Selection and/or peer-review under responsibility of the Program Committee