Public transport mode satisfaction in Cape Town: Findings of a passenger intercept survey

All authors:
Behrens, R. and Schalekamp, H.
Host organisation: CoE Cape Town, South Africa
Country: South Africa
Publication year: 2009
Published in:
Proceedings of the 28th Southern African Transport Conference, Document Transformation Technologies.
Research theme: Management and Control, Mobility and Access, Public Transport
public transport, passenger survey
Conference proceedings
As limited resources are invested into new public transport systems in contemporary South African cities, and as challenges to the successful operation these systems intensify, there will be an ongoing need for a reliable measures of passenger satisfaction to gauge how well users' needs and expectations are being matched. This paper reports upon the findings of an indicative study conducted in 2009 in order to gain insight into public passenger satisfaction intercept survey which collected data from train, bus and minibustaxi passengers, as well as from a small sub-sample of non-users. The method developed to assess passenger satisfaction, based upon a six-step user disgruntlement' technique developed i Manchester in 1997, differs from the passenger satisfaction questions included in the National Household Travel Survey of 2003, in tht respondents are asked about both their satisfactio with, and the importance they attach to, different service attributes. This enables greater insight into the relative importance of service attribute upgrade. The paper concludes with a critical discussion on the methods applied, and on the insights gained into passenger satisfaction and likely user support for particular types of system improvement.
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