Route effect on the perception of public transport services quality

Abstract

[EN] User satisfaction sets a basic example for public service quality, especially those considered as basic necessities. The quality in transport service related to conceptualization and measurement, as a decisive demand key, presents challenges for both economic and mobility policies. Several operator companies are involved in the transport sector. Therefore this report aims to design a model of overall satisfaction based on the level of satisfaction with a specific set of factors, considering individual characteristics of users and the differential effect of different bus lines. The current presentation has applied a combined method, using Nonlinear Principal Component Analysis (NLPCA) and a Logit Multilevel Model (LMLM) in two-steps.