Perceived Satisfaction with Public Transport Service in Nine European Cities

Abstract

The present study provides a transnational comparison of the perceived service satisfaction with public transport in eight European countries. Data was collected from 9,542 respondents in Stockholm, Barcelona, Copenhagen, Geneva, Helsinki, Vienna, Berlin, Manchester, and Oslo. The respondents rated their agreement with 17 attribute-related statements regarding local public transport services. Using factor analysis, this study identifies the four satisfaction dimensions of system, comfort, staff, and safety, which were present in most, but not all of the cities. These findings indicate that there are differences in how public transport is perceived. This needs to be addressed in order to make comparison meaningful. Different explanations for these diverse findings are discussed.