Interurban bus service quality from the users' viewpoint

A model is proposed to determine the global satisfaction of interurban bus service users. The most relevant variables are determined globally for all users as well as by user segments. Various ordered-type logit and probit models are fitted for user behavior, to determine the most important variables from the point of view of user-perceived quality. In addition, generic models, valid for all users, are calibrated as well as others with systematic variations in user preferences in order to discern what different groups of users value. The variables that influence user satisfaction are selected. Users do not place great value on the cost of the ticket, except for elderly people. Moreover, although there are variables that are more difficult to change, satisfactory connections of the bus station with other urban public transport services, as well as its location in the city center are also relevant for bus users. Even the duration (or speed) of the journey, despite being significant, is not the most important point factor in a global evaluation of the service. However, when comparing user's satisfaction with the loyalty that users express toward ongoing use of the service, almost half of all users affirm that they would not make the same journey by bus if another mode of transport were available to them. Hence the quality of public transport needs to be studied, in an interurban context as well, to achieve greater use of the service and a reduction in negative transport externalities.