User satisfaction about the public passenger transport service

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.