Findings from measuring door-to-door travellers’ travel satisfaction with traditional and smartphone app survey methods in eight European cities

 

Yusak O. Susilo1, Roberto Abenoza2, Andree Woodcock3, Fotis Liotopoulos4, Andre Duarte5, Jane Osmond6, Apostolos Georgiadis7, Gabriela Rodica Hrin8, Patricia Bellver9, Federico Fornari10, Virginie Tolio11, Eileen O’Connell12, Ieva Markucevičiūtė13 and Marco Diana14

1 KTH Royal Institute of Technology, Teknikringen 72, 100 44 Stockholm, Sweden
T: +46(0) 8790 9635
F: +46(0) 8790 7002
E: yusak.susilo@abe.kth.se

2 KTH Royal Institute of Technology, Teknikringen 72, 100 44 Stockholm, Sweden
T: +46(0) 8790 6848
F: +46(0) 8790 7002
E: rfa@kth.se

3 Coventry University, Puma Way, CV1 2TT Coventry, United Kingdom
T: +44 (0) 24 7663 8349
E: a.woodcock@coventry.ac.uk

4 SBOING, Karamanli 124, 57008 Diavata, Thessaloniki, Greece
T: +30 2310 784608
E: liotop@sboing.net

5 VTM - Consultores em engenharia e planeamento lda, Av.25 de Abril 23, 2795197 Linda-a-velha, Lisboa, Portugal
T: +351 21 415 9600
F: +351 21 415 96 08
E: andre.duarte@vtm.pt

6 Coventry University, Priority St., CV1 5FB Coventry, United Kingdom
T: + 44 (0) 24 7765 7688
E: arx162@coventry.ac.uk

7 SBOING, Karamanli 124, 57008 Diavata, Thessaloniki, Greece
T: +30 2310 784608
E: tolis@sboing.net

8 Integral Consulting R&D, Popa Soare 16, Bucharest, Romania
T: +40 02 1210 0303
F: +40 02 1211 4589
E: rodica.hrin@integralconsulting.ro

9 ITENE- Instituto Tecnológico del Embalaje, Transporte y Logística, Albert Einstein 1, 46980 Paterna, Valencia, Spain
T: +34 961 820 000
F: +34 961 820 001
E: pbellver@itene.com

10 Eurokleis S.R.L., 10 Via Romeo Romei, 27, 00136 Rome, Italy
T: +39 06 4425 4074
E: Federico.Fornari@eurokleis.com

11 FIA – Federation Internationale de I’Automobile, 11 Rue de la science 41, 1040 Brussels, Belgium
T: +32 2235 0721
E: vtolio@fia.com

12 Interactions Ltd, 12 Beach Court, Kilcoole, Dublin, Ireland
T: +353 (01) 6461 671
E: Eileen@interactions.ie

13 Smart Continent Ltd, Kareiviu street 19,09133 Vilnius, Lithuania
T: +370 52196679
E: ieva.markuceviciute@smartcontinent.com

14 Politecnico di Torino, C.so Duca degli Abruzzi 24, 10129 Torino, Italy
T: +39 0110905638
E: marco.diana@polito.it

Full text pdf

 

Abstract

This study investigates how different travel satisfaction survey methods influence the reported level of door-to-door travel satisfaction among travellers. The travel satisfaction measurement survey tools tested consisted of two types of smartphone applications (a satellite navigation app and a game app), an on-line survey, a paper-based semi-structured questionnaire and a focus group. Each of the measurement tools comprised of a similar set of questions, but in different formats, aimed at exploring the pros and cons of each tool among different group of travellers. In total, 5,275 valid responses were collected during the survey period from eight European cities and five FIA (Federation Internationale de I’Automobile) national motorist networks. The analysis results, with ordered logit model of travellers’ reported overall satisfaction, showed that the travel satisfaction reported by different survey methods and different travel modes and user groups, correlated with distinct groups of key determinants. The relationship between and within these key determinants, however, was far from straight forward. Some were more complex than others. Some issues, such as parking availability and security, that are mostly discussed by policy makers and users may not be the ones that directly correlate with the users’ overall travel satisfactions. Consistent with previous studies, the travellers’ mood and previous experience influenced the reported overall journey satisfaction.

Keywords: Door-to-door journey, travel satisfaction, multimodal measurement, smartphone app survey, on-line survey, paper-based survey.