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User’s Satisfaction and Quality of Service Using Quantitative Measures for Transit in Korea

김민석 1 박선영 2 Kim Jungmee 2 JINHEE KIM ORD ID 3 Jin-Hyuk Chung ORD ID 1

1연세대학교
2교통안전공단
3아인트호벤공과대학교

Accredited

ABSTRACT

This study analyzes the user satisfaction of public transportation service. We analyzed the relationship between the indicators each user experienced and service by establishing the ordered logit model, in the five service items which are the headway, service fee, access time, driving accuracy, safe driving. The analysis result showed that the expected satisfaction users felt was different according to the mode, service, and region. This result is expected to be more accurate, as it used quantitative analysis to overcome the limitations of qualitative analysis, which was used in the surveys of public transportation satisfaction until now. If we compare the maximum of expected satisfaction by the users according to the service items to the achieved level, we can set the direction of policy to the relatively inferior service article. Thus, more effective service could be provided and the satisfaction of users is expected to consistently rise. Therefore, from now on, it is necessary to consider both quantitative/qualitative sides when doing the satisfaction surveys.

Citation status

* References for papers published after 2022 are currently being built.