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Measuring the satisfaction of multimodal travelers for local transit services in different urban contexts

机译：在不同的城市环境中衡量多式联运旅客对当地过境服务的满意度

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摘要

The importance of measuring customer satisfaction for a public transport service is apparent, even beyond more immediate marketing purposes. The present paper shows how satisfaction measures can be exploited to gain insights on the relationship between personal attitudes, transit use and urban context. We consider nine satisfaction measures of urban transit services, as expressed by a representative sample of Italian multimodal travelers (i.e. users of both private cars and public transport). We use correlations and correspondence analyses to show if and how each attribute is related to the levels of use of public transport, and how the relationship is affected by the urban context. Then we apply a recently developed method to combine ordinal variables into one score, by adapting it to work with large samples and with satisfaction measures which have a neutral point in the scale (i.e. "neither satisfied nor dissatisfied"). The resulting overall satisfaction levels and frequency of use were not correlated in our sample. We also found the highest satisfaction levels in smaller towns and the lowest ones in metropolitan cities. Since we focus on multimodal travelers, an interpretation paradigm is proposed according to which transit services must be well evaluated by car drivers in smaller towns in order to be considered a real alternative to cars. On the other hand, transit is more competitive on factual elements in larger cities, so that it can still be used by drivers, even if it is not very well evaluated.
机译：衡量客户对公共交通服务的满意度的重要性显而易见，甚至超出了更直接的营销目的。本文展示了如何利用满意度测度来了解个人态度，过境使用和城市环境之间的关系。我们以意大利多式联运旅客（即私家车和公共交通工具的使用者）的代表性样本为例，考虑了九种城市交通服务的满意度测度。我们使用相关性和对应性分析来显示每个属性是否以及如何与公共交通的使用水平相关，以及这种关系如何受到城市环境的影响。然后，我们应用一种最新开发的方法，通过将序数变量组合为一个分数，使其适应于大型样本以及在量表上具有中性点（即“既不满意也不满意”）的满意度指标。最终的总体满意度水平和使用频率在我们的样本中不相关。我们还发现小城镇的满意度最高，而大城市的满意度最低。由于我们专注于多式联运旅行者，因此提出了一种解释范式，根据该范式，小城镇的汽车驾驶员必须对过境服务进行良好的评估，才能被视为真正的汽车替代产品。另一方面，过境交通在大城市中的事实因素上更具竞争力，因此即使未得到很好的评估，仍然可以由驾驶员使用。

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