Toggle Main Menu Toggle Search

Open Access padlockePrints

Passenger satisfaction towards metro infrastructures, facilities and services

Lookup NU author(s): Dr Dilum Dissanayake



This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License (CC BY-NC-ND).


Public attitudes towards public transport (PT) services will be very important when it comes to improving demand for those services. Therefore, local authorities as well as transport providers make a significant effort to improve passenger satisfaction towards the PT services by enhancing the quality of service. The present study investigates the satisfaction that passengers gain from Tyne and Wear Metro (TW-Metro) services. In this study, the data collected by a questionnaire survey was analysed by Principal Component Analysis (PCA) and Cross Tabulation Analysis (CTA) to explore the effect of passengers’ perception of various factors that influence passenger satisfaction. The findings are based on the responses of passengers to the questionnaire designed for assessing service quality based on fifteen different attributes. The PCA shows that three significant factors in predicting passenger satisfaction such as security, safety and comfort, infrastructure quality, and ticket purchase facilities. The CTA shows that there is a significant difference between satisfaction scores and demographic profiles, in particular age, gender, professional/employment status and frequency of use of Metro services. The outcome of this study will be useful for public agencies for improving quality of service in PT services.

Publication metadata

Author(s): Saw YQ, Dissanayake D, Ali F, Bennett T

Publication type: Article

Publication status: Published

Journal: Transportation Research Procedia

Year: 2020

Volume: 48

Pages: 3980-3995

Online publication date: 15/09/2020

Acceptance date: 02/04/2016

Date deposited: 24/10/2020

ISSN (electronic): 2352-1465

Publisher: Elsevier BV


DOI: 10.1016/j.trpro.2020.08.290

Notes: World Conference on Transport Research - WCTR 2019


Altmetrics provided by Altmetric