Comparing best-worst and ordered logit approaches for user satisfaction in transit services

Abstract: Customer overall satisfaction towards a public transport system depends mainly on two factors: how satisfied they are with different aspects that make up the service and how important each of the service aspects is to the customer. Traditionally, researchers use revealed preference surveys and ordered probit/logit models to estimate the contribution of each service attribute towards the overall satisfaction. This paper aims to verify the possibility of replacing the traditional method with the more cost-effective best-worst case 1 method, using a customer survey recently conducted in Santander, Spain. The results show that the satisfaction level obtained from these alternative methods are remarkably similar. The relative importance of each attribute delivered by the two methods differ, with the Best-Worst approach showing more intuitive and consistent results with the literature on public transport customer satisfaction. A regression method is developed to derive customer satisfaction with each service attribute from Best-Worst modelling results.

 Fuente: Transportation Research Part A: Policy and Practice Volume 130, December 2019, Pages 752-769

Editorial: Elsevier Ltd

 Fecha de publicación: 31/10/2019

Nº de páginas: 18

Tipo de publicación: Artículo de Revista

DOI: 10.1016/j.tra.2019.10.012

ISSN: 0965-8564,1879-2375

Url de la publicación: https://doi.org/10.1016/j.tra.2019.10.012