Route effect on the perception of public transport services quality

Document Type

Journal Article

Publication Date


Subject Area

place - europe, mode - bus, ridership - perceptions, ridership - demand, operations - performance, planning - surveys, planning - service quality, planning - service improvement


Quality, Transport service, Logit multilevel model, Nonlinear principal component analysis, Bus lines, Satisfaction


User satisfaction is a key indicator of public service quality, especially for those services considered basic necessities. The conceptualization and measurement of transport service quality—a fundamental determinant of demand—poses challenges for conducting economic analyses and designing mobility policies.

Several operating companies are involved in the transport sector. In this paper, the bus network of the metropolitan area of Granada, Spain, is taken as a case study. The aim is to design a model of overall satisfaction based on level of satisfaction using a specific set of factors that take into account the individual characteristics of users and the differential effect of using different bus lines.

A combined method using nonlinear principal component analysis (NLPCA) and a logit multilevel model (LMLM) in two steps is applied to a satisfaction survey conducted by the Metropolitan Transport Consortium of Granada (Consorcio de Transporte Metropolitano del área de Granada) in 2013. The survey shows that even though customers within the metropolitan area of Granada are satisfied with the service received (67.26%), the level of satisfaction is not equal for all bus lines, with the perceived quality of some lines being above or below the average. This differential effect is due to different reasons, including the technical and functional performance of the operating companies, commercial speed and length and type of route, among others. Both the operators and the public administration need to focus their attention on these lines in order to design economic policy measures to improve bus lines with below standard compliance.


Permission to publish the abstract has been given by Elsevier, copyright remains with them.


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