Satisfaction with Public Transport Trips

and Practice, Vol. 41, No. 10, pp. 1021–1035. 
Increasing customer satisfaction with public transport - CROW [WWW Document], n.d. URL 
http://www.crow.nl/vakgebieden/verkeer-en- vervoer/bibliotheek/kennisdocumenten/increasing-customer-
satisfaction-with-public- 
trans?onderwerp=65;&page=1&searchsort=date&pagesize=10&parenturl=/Vakgebied 
en/Verkeer-en-
Vervoer/Bibliotheek (Last accessed on 22-10-2018) 
Iseki, H., Taylor, B.D. and Miller, M. (2009) The effects of out-of-vehicle time on travel behaviour: 
implications for transport transfers. Report submitted by Institute of transportation studies, University of 
California to California department of transportation. 
Jacques, C., Manaugh, K. and El-Geneidy, A.M. (2013) Rescuing the captive [mode] user: an alternative 
approach to transport market segmentation. Transportation, Vol. 40, No.3, pp. 625–645.
Kano, N., Seraku, F., Takahashi, F. and Tsuji, S. (1984) Attractive quality and must-be quality. The Journal 
of the Japanese Society for Quality Control, Vol. 14, No. 2, pp. 39-48. 
Krizek, K. and El-Geneidy, A. (2007) Segmenting Preferences and Habits of Transit Users and Non-Users. 
Journal of Public Transportation, Vol. 10, No.3, pp. 71-94.

---

37 
Lai, W.T. and Chen, C.F. (2011) Behavioral intentions of public transit passengers—The roles of service 
quality, perceived value, satisfaction and involvement. Transport Policy, Vol. 18, No. 2, pp. 318–325.
Liu, C., Susilo, Y.O. and Karlström, A. (2014) Examining the impact of weather variability on non-
commuters’ daily activity–travel patterns in different regions of Sweden. Journal of Transport Geography, 
Vol. 39, pp. 36–48.
Martilla, J. and James, J. (1978) Importance-performance analysis. Journal of Marketing, Vol. 41, No.1, 
pp. 77-79. 
Matzler, K, Sauerwein, E. and Heischmidt K. (2003) Importance-performance analysis revisited: the role of 
the factor structure of customer satisfaction. The Services Industry Journal, Vol. 23, No. 2, pp. 112–129. 
Minser, J. and Webb, V. (2010) Quantifying the benefits: Application of customer loyalty modeling in 
public transportation context. Transportation Research Record: Journal of the Transportation Research 
Board, No. 2144, Vol. 1, pp. 111-120. 
Miron-Shatz, T. (2009) Evaluating multiepisode events: boundary conditions for the peak-end rule. 
Emotion, Vol. 9, No. 2, pp. 206–213.
Morfoulaki, M., Tyrinopoulos, Y. and Aifadopoulou, G. (2007) Estimation of Satisfied Customers in 
Public Transport Systems: A New Methodological Approach. Journal of the Transportation Research 
Forum, Vol. 46, No.1, pp. 63-72. 
Mouwen, A. (2015). Drivers of customer satisfaction with public transport services. Transportation 
Research Part A: Policy and Practice, Vol.78, pp. 1–20.
MSTfD – 2014. Mobilizing sustainable transport for development. Analysis and Policy Recommendations 
from the United Nations Secretary-General's High-Level Advisory Group on Sustainable Transport. UN 
Report. 
 
https://sustainabledevelopment.un.org/content/documents/2375Mobilizing%20Sustain 
able%20Transport.pdf 
(Last accessed on 22-10-2018) 
Nathanail, E. (2008) Measuring the quality of service for passengers on the hellenic railways. 
Transportation Research Part A: Policy and Practice, Vol. 42, No.1, pp. 48–66.
Oliver, R.L. (1977) Effect of expectation and disconfirmation on postexposure product evaluations: An 
alternative interpretation. Journal of Applied Psychology, Vol. 62, No. 4, pp. 480-486. 

---

38 
Oliver, R.L. (1997) Satisfaction: a behavioral perspective on the consumer. Irwin/McGraw- Hill, Boston, 
Mass. 
Ory, D.T. and Mokhtarian, P.L. (2005) When is getting there half the fun? Modeling the liking for travel.