User satisfaction about the public passenger transport service

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This paper reports the derivations of the assessment of user satisfaction about the bus transport service for the area of the city of Toluca, Mexico. The factors identified in a first phase were three quantitative: waiting time, time on board the bus, and travel cost: fare; and 15 qualitative factor...

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Autores principales: Romero-Torres, Javier, García Gutiérrez, Javier, Gaspar Sánchez, Noé
Formato: Artículo publishedVersion
Lenguaje:Español
Publicado: Facultad de Filosofía y Letras, Universidad de Buenos Aires 2020
Materias:
user satisfaction
public transport
Toluca-Mexico
satisfacción de usuario
transporte público
Toluca-México
Acceso en línea:https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/5438
https://repositoriouba.sisbi.uba.ar/gsdl/cgi-bin/library.cgi?a=d&c=transter&d=5438_oai
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Repositorio Digital de la Universidad de Buenos Aires (UBA) de Universidad de Buenos Aires
id I28-R145-5438_oai
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spelling I28-R145-5438_oai2025-11-17 Romero-Torres, Javier García Gutiérrez, Javier Gaspar Sánchez, Noé 2020-08-03 This paper reports the derivations of the assessment of user satisfaction about the bus transport service for the area of the city of Toluca, Mexico. The factors identified in a first phase were three quantitative: waiting time, time on board the bus, and travel cost: fare; and 15 qualitative factors framed in three dimensions of the service: driving style, treatment that the user receives and physical condition of the bus. Afterwards, a satisfaction survey was designed and applied to obtain the users’ perceptions about the quality levels of the 18 previously identified factors. These perceptions were captured using Likert scales with five levels previously selected and refined by a focus group. Based on the analysis carried out, it is inferred that in order to increase user satisfaction, it is necessary to carry out implementations aimed at qualitative factors rather than operational aspects. This will allow the public transport company to redefine and manage its quality of service guidelines in order to improve its image, resulting in an improvement of the user during the trip in public transport. En este trabajo se reporta las derivaciones de la valoración de la satisfacción del usuario acerca del servicio de transporte de autobuses para la zona de la ciudad de Toluca, México. Los factores identificados en una primera fase fueron tres cuantitativos: tiempo de espera (te), tiempo a bordo del autobús (tv), y costo del viaje (cv): tarifa; y 15 factores cualitativos enmarcados en tres dimensiones del servicio: forma de manejar (foma), trato que recibe el usuario (trato) y estado físico del autobús (edofís). Posteriormente se diseñó y aplicó una encuesta de satisfacción para obtener las percepciones  de los usuarios acerca de los niveles de calidad de los 18 factores previamente identificados, esas percepciones se lograron atrapar mediante escalas tipo Likert con cinco niveles previamente seleccionadas y afinadas mediante un grupo focal. A partir del análisis realizado se infiere que para aumentar la satisfacción del usuario es necesario llevar a cabo implementaciones dirigidos a factores cualitativos más que en los aspectos operativos. Lo que permitirá a la empresa de transporte público redefinir y administrar sus directrices de calidad de servicio con la finalidad de mejorar su imagen, repercutiendo en una mejoría del usuario durante el viaje en transporte público. application/pdf https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/5438 10.34096/rtt.i22.5438 spa Facultad de Filosofía y Letras, Universidad de Buenos Aires https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/5438/7352 Revista Transporte y Territorio; No. 22 (2020): Migraciones y territorio Revista Transporte y Territorio; Núm. 22 (2020): Migraciones y territorio 1852-7175 user satisfaction public transport Toluca-Mexico satisfacción de usuario transporte público Toluca-México User satisfaction about the public passenger transport service Satisfacción del usuario acerca del servicio de transporte público de pasajeros info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion https://repositoriouba.sisbi.uba.ar/gsdl/cgi-bin/library.cgi?a=d&c=transter&d=5438_oai
institution Universidad de Buenos Aires
institution_str I-28
repository_str R-145
collection Repositorio Digital de la Universidad de Buenos Aires (UBA)
language Español
orig_language_str_mv spa
topic user satisfaction
public transport
Toluca-Mexico
satisfacción de usuario
transporte público
Toluca-México
spellingShingle user satisfaction
public transport
Toluca-Mexico
satisfacción de usuario
transporte público
Toluca-México
Romero-Torres, Javier
García Gutiérrez, Javier
Gaspar Sánchez, Noé
User satisfaction about the public passenger transport service
topic_facet user satisfaction
public transport
Toluca-Mexico
satisfacción de usuario
transporte público
Toluca-México
description This paper reports the derivations of the assessment of user satisfaction about the bus transport service for the area of the city of Toluca, Mexico. The factors identified in a first phase were three quantitative: waiting time, time on board the bus, and travel cost: fare; and 15 qualitative factors framed in three dimensions of the service: driving style, treatment that the user receives and physical condition of the bus. Afterwards, a satisfaction survey was designed and applied to obtain the users’ perceptions about the quality levels of the 18 previously identified factors. These perceptions were captured using Likert scales with five levels previously selected and refined by a focus group. Based on the analysis carried out, it is inferred that in order to increase user satisfaction, it is necessary to carry out implementations aimed at qualitative factors rather than operational aspects. This will allow the public transport company to redefine and manage its quality of service guidelines in order to improve its image, resulting in an improvement of the user during the trip in public transport.
format Artículo
publishedVersion
author Romero-Torres, Javier
García Gutiérrez, Javier
Gaspar Sánchez, Noé
author_facet Romero-Torres, Javier
García Gutiérrez, Javier
Gaspar Sánchez, Noé
author_sort Romero-Torres, Javier
title User satisfaction about the public passenger transport service
title_short User satisfaction about the public passenger transport service
title_full User satisfaction about the public passenger transport service
title_fullStr User satisfaction about the public passenger transport service
title_full_unstemmed User satisfaction about the public passenger transport service
title_sort user satisfaction about the public passenger transport service
publisher Facultad de Filosofía y Letras, Universidad de Buenos Aires
publishDate 2020
url https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/5438
https://repositoriouba.sisbi.uba.ar/gsdl/cgi-bin/library.cgi?a=d&c=transter&d=5438_oai
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AT garciagutierrezjavier usersatisfactionaboutthepublicpassengertransportservice
AT gasparsancheznoe usersatisfactionaboutthepublicpassengertransportservice
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AT garciagutierrezjavier satisfacciondelusuarioacercadelserviciodetransportepublicodepasajeros
AT gasparsancheznoe satisfacciondelusuarioacercadelserviciodetransportepublicodepasajeros
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