Predicting satisfaction of railways users: the role of perceived evolution of the service and on-board activities

Nicolas Fabre (), Florent Laroche () and Louafi Bouzouina ()
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Nicolas Fabre: LAET - Laboratoire Aménagement Économie Transports - UL2 - Université Lumière - Lyon 2 - ENTPE - École Nationale des Travaux Publics de l'État - CNRS - Centre National de la Recherche Scientifique, C. comptes - Cour des comptes [France]
Florent Laroche: LAET - Laboratoire Aménagement Économie Transports - UL2 - Université Lumière - Lyon 2 - ENTPE - École Nationale des Travaux Publics de l'État - CNRS - Centre National de la Recherche Scientifique
Louafi Bouzouina: LAET - Laboratoire Aménagement Économie Transports - UL2 - Université Lumière - Lyon 2 - ENTPE - École Nationale des Travaux Publics de l'État - CNRS - Centre National de la Recherche Scientifique

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Abstract: This study investigates the determinants of user satisfaction in regional railways. In particular it assesses the impact of service quality attributes and the ability to conduct on-board activities on overall satisfaction. The analysis is based on original data from a large-scale satisfaction survey with 4,286 respondents from the Auvergne Rhone Alpes region (France), using machine learning techniques and econometric models. Our results suggest that the perceived evolution of service by passengers is a strong determinant of satisfaction levels alongside with the service performance factors. They also highlight the importance of the ability to conduct on-board activities. Underlining and elaborating on the policy relevance of these findings, this study contributes to a deeper understanding of railway user satisfaction.

Keywords: Satisfaction; Quality of service; On-board activities; Machine learning; Multitasking; Railways; Public transportation; Working Papers du LAET (search for similar items in EconPapers)
Date: 2024-07-29
Note: View the original document on HAL open archive server: https://hal.science/hal-04663573v4
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