WROCŁAW PUBLIC TRANSPORT PASSENGERS’ SATISFACTION SURVEY BY MEANS OF CSI AND IPA

Abstract

This paper aims to assess the satisfaction level of passengers who use public transport services in Wrocław and to identify the quality characteristics that the service provider needs to improve if it wants to increase the overall quality of its services. The passenger satisfaction survey was conducted according to the stages of a procedure outlined in the article. In pursuit of the stated goal, CSI and IPA were used. The main measurement tool used was a survey questionnaire. The survey was conducted on a sample of 500 respondents, which allows us to trust the results at 95%, assuming an “estimation error” of ±5%. A total of 14 quality characteristics were selected to evaluate the level of satisfaction of passengers that use services provided by MPK Wrocław. Quality characteristics that each respondent rated were: spatial accessibility, frequency of connections, regularity of departures, directness of travel, speed of travel, punctuality of departures, reliability of travel, travel time, safety, accessibility of information, travel cost, travel comfort, travel integration and investment cost. Statistical data analysis was carried out using Statistica 13.3 software, as well as functions and commands available in Microsoft Excel. The results allowed the authors to conduct a detailed analysis related to the service quality of Wrocław’s public transport. Urban transport organisers and operators should use these results to shape their transport offerings, primarily in terms of increasing the quality of transport services. This is very important since it is, among other things, the quality of public mass transport that determines the quality of life of residents, as well as the conditions for the economic development of the transport network.