Model for Measuring Passenger Satisfaction and Assessing Mass Transit Quality


Ivana Olivková

Document Type

Journal Article

Publication Date


Subject Area

place - europe, mode - mass transit, planning - surveys, planning - service quality, ridership - perceptions


mass transit, passenger satisfaction, survey, Ostrava


This paper presents a detailed description and explanation of the model for measuring passenger satisfaction and assessing the quality of mass transit. The basis of this model is the assessment of a mixed set of mass transit quality criteria, both quantitative and qualitative in nature. The model was applied in an actual case study of the mass transit system in Ostrava as an assessment of transportation passenger satisfaction. The paper presents the results of the model’s application and includes an analysis of the results of the survey using SWOT analysis. The conclusion assesses the benefits and practical application possibilities of the model for measuring passenger satisfaction and mass transit quality. Some of the primary advantages of the model include the option of presenting basic survey results. In combining the values of satisfaction and importance for the individual criteria or groups thereof, it is possible to formulate conclusions on the necessity of further actions by the carrier.


Permission to publish the abstract has been given by National Center for Transit Research, University of South Florida, copyright remains with them.