Evaluating the relationship between socially (dis)advantaged neighbourhoods and customer satisfaction of bus service in London, U.K
Emily Grisé and
Journal of Transport Geography, 2017, vol. 58, issue C, 166-175
Affordable and efficient urban public transport is important for the development of a sustainable urban environment. Making sure public transport users are satisfied with the service is a goal many public transport agencies are trying to achieve. Customer satisfaction surveys are often used to monitor customer perceptions of service quality and to determine the relative influence of service attributes on a customer's overall assessment of the service. This study presents a new method to spatially evaluate customer satisfaction survey data through examining satisfaction with bus service across neighbourhoods of varying levels of socio-economic status (SES). Using customer satisfaction survey data collected by Transport for London between 2010 and 2015, multi-level regression modeling is used to estimate the relationship between overall satisfaction and social deprivation of the area in which bus routes were operating. The results indicate lower levels of satisfaction along routes serving low SES neighbourhoods, which appears to be attributed to (1) low satisfaction with service characteristics related to an individual's experience and quality of the bus and (2) conditions of the bus stop and shelter. Findings from this paper shows the importance of including cleanliness and bus internal quality as one of the performance indicators when contracting bus services, to ensure that all customers receive the same quality of service in the region regardless of their SES.
References: View references in EconPapers View complete reference list from CitEc
Citations View citations in EconPapers (2) Track citations by RSS feed
Downloads: (external link)
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
Persistent link: https://EconPapers.repec.org/RePEc:eee:jotrge:v:58:y:2017:i:c:p:166-175
Access Statistics for this article
Journal of Transport Geography is currently edited by Frank Witlox
More articles in Journal of Transport Geography from Elsevier
Bibliographic data for series maintained by Dana Niculescu ().