Public Transport Satisfaction Index – Bucharest-Ilfov Public Transport – 2023

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Public Transport Satisfaction Index – Bucharest-Ilfov Public Transport – 2023

 

About the project

RIQL conducted a research study about the passenger satisfaction index (PSI) for the above-ground public transport service in the Bucharest-Ilfov region. 

 

Client / institutional partner: Bucharest-Ilfov Intercommunity Development Association for Public Transport (ADI-TPBI)

 

The research provided ADI-TPBI with a systematic assessment of user satisfaction and a monitoring tool for the quality of the above-ground public transport service in the Bucharest-Ilfov region.

 

Timeframe

October-December 2023

 

Research objectives

Main objective:

Conducting a Customer Satisfaction Survey (CSS) to measure the satisfaction of users of the above-ground public transport service in the Bucharest-Ilfov region

 

Secondary objectives:

Identification and/or measurement of the public’s perceptions, evaluations, and opinions regarding the above-ground public transport service in Bucharest-Ilfov region:

  • mobility patterns and use of transportation in the Bucharest-Ilfov region
  • assessments and perceptions regarding the above-ground public transport service, based on the EN 13816:2003 Quality Standard
  • measurement (calculation) of the 2023 passenger satisfaction index (PSI) for the services provided by each of the four regional public transport operators, as well as for the public transport service as a whole
  • highlighting the degree of satisfaction with those components of the public transport system that fall under the responsibility of TPBI or of municipalities, towns and communes

Methodology

Sampling

  • sample size: 1,600 respondents, including 1,100 in Bucharest municipality and 500 in Ilfov County
  • sampling methods
    • Bucharest municipality: stratified random sampling (one-stage), based on the 2011 census results in the 6 districts of the municipality (N=1,100); the Bucharest municipality sub-sample was representative of the adult resident population and included both users and non-users of above-ground public transport services; the PSI calculation was based only on users of above-ground public transport services
    • Ilfov County: simple random sample (N=500)
  • data collection method: computer-assisted telephone interview (CATI)
    • computer-generated random digit dialling was used to select respondents, in compliance with the personal data protection regulations (GDPR)

 

Questionnaire

  • multi-themed, featuring both closed-ended and open-ended questions regarding the research objectives and themes, as agreed with the client, with an average interview length of 13 minutes
  • up to 45 items
  • main themes
    • mobility patterns and use of above-ground public transportation in the Bucharest-Ilfov region
    • assessments and perceptions regarding the above-ground public transport service, based on the EN 13816:2003 Quality Standard
    • the items used for PSI calculation were identical in the Bucharest and Ilfov county variants of the questionnaire
    • the questionnaire was pretested, and the final form was agreed with ADI-TPBI

Project Team

Project co-ordinator: Iulian Stănescu

Research team: Iulian Stănescu, Sebastian Ţoc

 

 

Keywords: urban, public transport, satisfaction index.