The role of predicted, on-line experienced and remembered satisfaction in current choice to use public transport services

A longitudinal field study investigated the role of predicted, on-line experienced and remembered satisfaction in the current use of public transport. Sixty-two car users voluntarily travelled by public transport for a period of one month and ratings of predicted, on-line experienced and remembered satisfaction were collected. The results showed that remembered satisfaction with public transport was significantly lower than on-line experienced satisfaction. Furthermore, overall remembered satisfaction accounted for current public transport use, whereas on-line experienced satisfaction did not. Results suggest that recollection of satisfaction with public transport is negatively biased. This bias affects current choice to travel by public transport.

► Car users misremember their on-line experienced satisfaction with public transport. ► Car users' remembered satisfaction is lower than on-line experienced satisfaction. ► Remembered satisfaction guides car users' current choice to use public transport.