Implementing quality improvements in public transport

Document Type

Journal Article

Publication Date


Subject Area

planning - service improvement


This study addresses two questions: (1) What effect does quality improvement have on satisfaction with public transport services? (2) What effect does quality improvement have on passengers’ perceived frequency of negative critical incidents? A representative sample was used of people 16 to 75 years old in the 13 regions in Sweden that were conducting quality improvements in public transport. The main conclusion of the study is that the satisfaction people experience when using public transport services is influenced by quality improvements only to a limited extent. Furthermore, the effect was directionally opposite in that respondents reported less satisfaction and higher frequencies of negative critical incidents after the quality improvements had been implemented.


Permission to publish the abstract given by the Journal of Public Transportation.