Public transit user satisfaction: Variability and policy implications

Yannis Tyrinopoulos, Constantinos Antoniou

Research output: Contribution to journalArticlepeer-review

393 Scopus citations


This research focuses on passenger's perception of transit performance with an emphasis on the variability between operators and the policy implications of such differences. Two statistical methods (factor analysis and ordered logit modeling) have been used to assess the quality implications of the variability of the users' perceived satisfaction across operators. A market segmentation analysis (between male and female respondents) provides further insight into the differences among groups of the population. Five transit systems in the two major conurbations in Greece, Athens and Thessaloniki, have been examined. The analysis demonstrated that a well-coordinated transportation environment should be the primary aim of the policy makers in Athens, followed by other quality attributes such as service frequency and accessibility. In Thessaloniki, the sole transit operator should include in its policy plans immediate corrective measures addressing the service frequency, waiting time and vehicle cleanliness attributes.

Original languageEnglish
Pages (from-to)260-272
Number of pages13
JournalTransport Policy
Issue number4
StatePublished - Jul 2008
Externally publishedYes


  • Policy implications of user satisfaction variability
  • Public transit
  • Users satisfaction


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