Presentation on theme: "T EMPORAL AND S PATIAL VARIABILITY OF THE DETERMINANTS OF SATISFACTION WITH PUBLIC TRANSPORT IN SWEDEN MASTER THESIS TRANSPORT AND GEOINFORMATION TECHNOLOGIES."— Presentation transcript:
T EMPORAL AND S PATIAL VARIABILITY OF THE DETERMINANTS OF SATISFACTION WITH PUBLIC TRANSPORT IN SWEDEN MASTER THESIS TRANSPORT AND GEOINFORMATION TECHNOLOGIES FERNÁNDEZ ABENOZA, Roberto Supervisors: Yusak O. Susilo Oded Cats Division of Transport and Location analysis Transport Science Department Royal Institute of Technology, Stockholm
Background World trends: Increase population, larger need of mobility and accessibility, longer trips, road safety, environmental problems, etc. PTx2 Strategy ( increase use transport by 100%) Europe: EC White Paper 2011 sets Tranport sector goals by 2050 Sweden issues: Need for socially and environmental sustainable society (transport act 2009); Swedish doubling project (PT modal share up to 24% by 2020); Increase of contribution/subsidies to landsting Increasing Satisfaction with Public Transport (PT) service very important to increase ridership. Important to razionalize costs while maximising it benefits.
Customer satisfaction Overall fullfilment with customer’s expectations (Tyrinopoulos and Antoniou, 2008) Outcome of cumulative satisfaction through time or single-experiences, or the two. Negative Single encounters: NCI (Friman et al, 2001; Friman and Fellesson, 2009; Redman et al, 2013) Increase of customer satisfaction leads to a growth in customer loyalty (Barabino et al, 2012) Adaptation of ECSI customer satisfaction model
Purpose Which are the most important QoSA that contribute to customer satisfaction with PT services in Sweden? and Are they consistent over time and space? -Overview of drivers of satisfaction with PT services focusing on supply characteristics of the service -Knowledge whether the determinants of satisfaction remain unchanged over time. Detect future trends and stability/variability of certain determinants (QoSA) -Insight into the uniformity or nonuniformity of the determinants across geographical areas -Ascertain and Identify priority areas for different regions and years, in terms of importance, current performance and trend.
Groups interested in outcome Why is it important? It is of capital importance for service performance monitoring, market analysis, benchmarking and the identification of priority areas For whom? Study is instrumental in supporting PT providers, Regional PT authorities as well as County councils and Municipalities to provide a PT service to match provision with their user’s needs and thus foster customer satisfaction and ultimately increase PT ridership
Scope and limitation LIMITATIONS A.Focus on PT users users keeping them happy and increasing ridership. No investigation of only car users B.Variability over space limited to 5 different county regions levels. Geographical Scope Time frame =
Work- flow Diagram
Quality of Service Attributes (QoSA)
Application of Weights Map of Sweden per County Cartogram regarding Population per county in 2001 Cartogram regarding sample size from dataset in 2001 Weighted by county, urban area (Tätorter) and age
Socio-demographic & mobility profile of the weighted sample
Overall Satisfaction & QoSA over time
Cross-correlations Intercorrelations between QoSA and Overall Satisfaction all positive: Halo Effect Highest intercorrelation between Quality and Popularity and Overall Satisfaction. Explains why higher Overall Satisfaction in Medium/Small counties. Strong intercorrelation between Frequency of travel by PT and Relevance implies that a useful and functional PT service favours to stimulate ridership. Very high intercorrelation between Loyalty and Overall Satisfaction in consonance with that high OS leads to higher loyalty
Factor Analysis (PCA) The component solution explains a total of 57.3% of the variance. Soft component contributing a 37.5% and Functional and Information components explaining 11.3% and 8.5%, respectively.
Models specification MODELS Explanatory variables includedTime and Geographical frame 3 factors from FA 12 QoSA 3 Frequency PT dummy 12 Year dummy 4 County dummy Entire database Per year Per County region Joint Factors x xxxx Joint QoSA xxxxx Year- specific xx x x Region- specific xxx x None of the socio-demographic and travel habits variable systematically significant over time and space. Low explanatory power, thus removed No interaction variables were found
Joint Models Joint Factors Model Factors have similar influence Sequence: Soft, Functional, Information Joint QoSA Model Customer interface Operation Length of trip time Freedom from crime Ride Comfort Joint contribution of QoSA into factors. Largest differences. Sequence: Functional, Information, Soft * Sig ** Sig. 0.1 Otherwise Sig. 0.01
Priority map per Year ( ) 1 colour per Quality of Service Attribute. Ex. Red for Network 1=2001; 2=2002…13=2013
Priority map per County-region
Conclusions Determinants of satisfaction with PT services in Sweden : Customer Interface, Freedom from Crime, Length of Trip Time, Operation, Network Do the determinants of satisfaction remain unchanged over time? Overall, the importance of the determinants of Satisfaction with PT service varies over time as can be observed by the horizontal movements of the QoSA The QoSA perdure in the same quadrants. Do the determinants remain unchanged across regions in Sweden? Yes, in general. Some QoSA that behave differently depending on the county- region, likewise Stockholm and Skåne for Network and Length of Trip Time. How can service providers identify priority areas? Priority areas can be identified by adopting priority map which identify importance-priority areas.
Recommendations General Customer satisfaction surveys: Maintain same set of QoSA over time Increase key QoSA Prioritization of Customer Interface (Below satisfaction threshold) Length of trip time (Not in Skåne) Operation and Network (Not in Stockholm) Keep security (Freedom from crime) Watch Information on Planned changes Information on Unplanned Changes. Might be dangerous. Ticket Accessibility: Decreasing Satisfaction. Study why.
QoSA Transport Operators PT Regulators Customer Interface XX OperationXX Length of trip timeXX NetworkXX Freedom from CrimeXX Staff and AssistanceXX Information on unplanned changesXX Information on Planned ChangesXX On-board ConditionsXX Ticket Accessibility XX General InformationXX Ride ComfortXX Degree of responsibility with the increase in satisfaction of the QoSA
Future research 1. Investigation of different geographical areas : -25 Swedish Concession areas -Generate another groups of homogeneus regions 2. Inclusion of other QoSA - Application of a shorter time frame: 3. Investigation of determinants for different target groups 4. Analysis of seasonal variations (only available from 2010) 5. Analysis of Panel data (data not available)