Route effect on the perception of public transport services quality

A combined method using nonlinear principal component analysis (NLPCA) and a logit multilevel model (LMLM) in two steps is applied to a satisfaction survey conducted by the Metropolitan Transport Consortium of Granada (Consorcio de Transporte Metropolitano del área de Granada) in 2013. The survey shows that even though customers within the metropolitan area of Granada are satisfied with the service received (67.26%), the level of satisfaction is not equal for all bus lines, with the perceived quality of some lines being above or below the average. This differential effect is due to different reasons, including the technical and functional performance of the operating companies, commercial speed and length and type of route, among others. Both the operators and the public administration need to focus their attention on these lines in order to design economic policy measures to improve bus lines with below standard compliance.