Modelling the impact of rail delays on passenger satisfaction

Fredrik Monsuur, Marcus Enoch, Mohammed Quddus and Stuart Meek

Transportation Research Part A: Policy and Practice, 2021, vol. 152, issue C, 19-35

Abstract: Rail use and rail traffic in the UK increased substantially in the 25 years from 1994 to the end of 2019, a situation which led to progressively more delays and increasingly dissatisfied passengers. This study aims to quantify how disruptions to rail services are perceived by passengers to highlight situations that cause the highest rates of dissatisfaction so that they can be more effectively managed by the rail industry.

Keywords: Rail passenger satisfaction; Service quality; Operational performance data; Service failures; Delays; Ordered logit (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (4)

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DOI: 10.1016/j.tra.2021.08.002

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