Frequency of negative critical incidents and satisfaction with public transport services. II

Abstract

A stated-preference study was conducted to investigate user satisfaction with public transport services. A convenience sample of 95 public transport users participated. The results of a previous large-scale survey were replicated in showing that overall satisfaction is related to satisfaction with treatment by employee, reliability of service, simplicity of information, and design. It was further shown that the total frequency of negative critical incidents affected overall satisfaction whereas the frequencies of different types of negative critical incidents selectively affected attribute-specific satisfaction. In both cases relative rather than absolute frequency was important.