Performance, importance and user disgruntlement: A six-step method for measuring satisfaction with travel modes

Stephen Stradling, Jillian Anable, Michael Carreno

Research output: Contribution to journalArticle

120 Citations (Scopus)

Abstract

The technique described in this paper builds on work in the customer service literature on the measurement of customer dissatisfaction to develop a new way of combining measures of performance (how well is this aspect of a service being
delivered?) and importance (how important is it to you that this aspect is delivered well?) to give a measure labelled here user disgruntlement. This dissatisfaction measure is plotted against importance to provide a graphic representation of which aspects of service are in most urgent need of improvement. Examples are given from three recent studies conducted
by the authors, showing how the technique may be used in the transport domain to compare different aspects of a particular service (e.g., user satisfaction with bus interchange), to compare across modes (e.g., user satisfaction with trips to a
leisure location by car and bus), or to compare within a mode across population sub-groups (e.g., younger and older ablebodied pedestrians’ satisfaction with a walking environment).
Original languageEnglish
Pages (from-to)98-106
Number of pages9
JournalTransportation Research. Part A, Policy and Practice
Volume41
Issue number1
Early online date20 Jul 2006
DOIs
Publication statusPublished - Jan 2007

Keywords

  • customer satisfaction
  • transport user satisfaction
  • interchange
  • leisure trips
  • transport modes
  • walking environments

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