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Understanding Public Transport (PT) user satisfaction is essential for improving service quality and promoting sustainable mobility. This study applies the SERVPERF model to evaluate perceived PT service performance across six dimensions—information, travel time, punctuality, comfort, cost, and proximity to PT stops—based on an online survey of 2,301 employees in multiple Italian cities. Respondents rated each aspect on a four-point Likert scale. Spatial analysis using QGIS mapped respondents’ home locations in Milan and Rome, revealing diverse geographic coverage with varying PT accessibility. The analysis proceeded in two stages: a national-level assessment followed by focused city-level comparisons. Milan showed higher satisfaction, notably in information (69% Good/Very Good) and punctuality (57%), indicating reliable service and communication. Rome exhibited significant dissatisfaction with punctuality (64% Poor), comfort (53%), and information (53%), trends aligning with national patterns. Rome scored slightly better for proximity to PT stops. Mann–Whitney U tests confirmed statistically significant differences between cities. Findings suggest Milan’s strengths could guide improvements nationwide, while Rome requires targeted efforts to enhance reliability, comfort, and communication. These insights provide valuable guidance for policymakers and transport planners in designing city-specific strategies and Workplace Travel Plans (WTPs) to foster a shift toward more sustainable commuting behaviors.

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Determinants of Public Transportation Satisfaction Among Employees: Insights from Italian Cities Through SERVPERF-Based Statistical and Spatial Analyses

  • 会议论文

  • 发表日期：

    2026年

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  • Mahnaz Babapour,
  • Maria Vittoria Corazza,
  • Guido Gentile

摘要

Understanding Public Transport (PT) user satisfaction is essential for improving service quality and promoting sustainable mobility. This study applies the SERVPERF model to evaluate perceived PT service performance across six dimensions—information, travel time, punctuality, comfort, cost, and proximity to PT stops—based on an online survey of 2,301 employees in multiple Italian cities. Respondents rated each aspect on a four-point Likert scale. Spatial analysis using QGIS mapped respondents’ home locations in Milan and Rome, revealing diverse geographic coverage with varying PT accessibility. The analysis proceeded in two stages: a national-level assessment followed by focused city-level comparisons. Milan showed higher satisfaction, notably in information (69% Good/Very Good) and punctuality (57%), indicating reliable service and communication. Rome exhibited significant dissatisfaction with punctuality (64% Poor), comfort (53%), and information (53%), trends aligning with national patterns. Rome scored slightly better for proximity to PT stops. Mann–Whitney U tests confirmed statistically significant differences between cities. Findings suggest Milan’s strengths could guide improvements nationwide, while Rome requires targeted efforts to enhance reliability, comfort, and communication. These insights provide valuable guidance for policymakers and transport planners in designing city-specific strategies and Workplace Travel Plans (WTPs) to foster a shift toward more sustainable commuting behaviors.