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

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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 - 2017

Bibliographical note

European Journal of Transport and Infrastructure Research is an Open Access journal which means that all content is freely available without charge to the user or his/her institution. Users are allowed to read, download, copy, distribute, print, search, or link to the full texts of the articles, or use them for any other lawful purpose, without asking prior permission from the publisher or the author. This is in accordance with the BOAI definition of Open Access. All papers accepted for publication will be licensed under Creative Commons Attribution-NonCommercial License 3.0 . Copyright and publishing rights for individual articles belong to the author/s.


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


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