@article{10902/17716,
year = {2019},
month = {10},
url = {http://hdl.handle.net/10902/17716},
abstract = {Knowing public transport service?s user satisfaction is essential to maintaining and increasing its quality and demand. Several studies have analysed the factors influencing users? satisfaction, considering their perceptions of specific attributes of the service. However, other aspects, such as the spatial distribution of users, i.e., their origin neighbourhoods, could significantly a ect their satisfaction with the service, showing social inequity patterns. This paper proposes a new methodology to evaluate whether these spatial di erences in satisfaction exist. Using the city of Santander (Spain) as an example, ordered probit models have been estimated, linking the bus users?
overall satisfaction with variables that include their perceptions of the service and socio-demographic characteristics, and with dummy variables which classify each trip according to its neighbourhood origin. Our results confirm the existence of variations in satisfaction depending on the area of the city under study. In addition, user characterization variables, such as age, which were not significant when considering the city as a whole, proved to be influential in some areas. The estimated model, considering spatial di erences, had a higher goodness of fit than that of models not taking zoning into account, and reproduced the overall satisfaction pattern presented in the study area with less error. The consideration of spatial di erences in the modelling process enabled the detection of priority areas in which to implement measures to improve service quality and equity, thus increasing the use of public transport and supporting the promotion of a more sustainable mobility.},
organization = {This work was based on the research project REALTIMEQUALITY—Modelling and control of perceived
quality and service quality in real time as a tool to encourage public transport demand, TRA2015-69903-R funded by the Spanish Ministry of Economy, Industry and Competitiveness (MINECO) and the European Regional Development Fund (ERDF-EU) within the framework of the National Plan for Scientific and Technical Research and Innovation 2013–2016.},
publisher = {MDPI},
publisher = {Sustainability 2019, 11, 5829},
title = {Intra-Urban Spatial Disparities in User Satisfaction with Public Transport Services},
author = {Cordera Piñera, Rubén and Nogués Linares, Soledad and González González, María Esther and Dell´Olio, Luigi},
}