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

Yusak O. Susilo, Roberto Abenoza, Andree Woodcock, Fotis Liotopoulos, Andre Duarte, Jane Osmond, Apostolos Georgiadis, Gabriela Rodica Hrin, Patricia Bellver, Federico Fornari, Virginie Tolio, Eileen O’Connell, Ieva Markucevičiūtė, Marco Diana

    Research output: Contribution to journalArticlepeer-review

    11 Citations (Scopus)
    28 Downloads (Pure)


    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.

    Original languageEnglish
    Pages (from-to)384-410
    Number of pages27
    JournalEuropean Journal of Transport and Infrastructure Research
    Issue number3
    Publication statusPublished - 1 Jan 2017
    Event15th International Conference on Travel Behaviour Research - Windsor, United Kingdom
    Duration: 19 Jul 201523 Jul 2015

    Bibliographical note

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    • Door-to-door journey
    • Multimodal measurement
    • On-line survey
    • Paper-based survey
    • Smartphone app survey
    • Travel satisfaction

    ASJC Scopus subject areas

    • Geography, Planning and Development
    • Transportation
    • Urban Studies


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