Determinants of customer satisfaction with a true door-to-door DRT service in 
rural Germany

Avermann, Niklas; Schlüter, Jan Christian

doi:10.1016/j.rtbm.2019.100420

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Determinants of customer satisfaction with a true door-to-door DRT service in rural Germany

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Avermann, Niklas
Group Next generation mobility, Department of Dynamics of Complex Fluids, Max Planck Institute for Dynamics and Self-Organization, Max Planck Society;

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Schlüter, Jan Christian
Group Next generation mobility, Department of Dynamics of Complex Fluids, Max Planck Institute for Dynamics and Self-Organization, Max Planck Society;

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Avermann, N., & Schlüter, J. C. (2019). Determinants of customer satisfaction with a true door-to-door DRT service in rural Germany. Research in Transportation Business & Management, 32: 100420. doi:10.1016/j.rtbm.2019.100420.

Cite as: https://hdl.handle.net/21.11116/0000-0005-71F8-4

Abstract

The effects of demographic change and the lack of acceptance represent some of the main problems for the public transport infrastructure in rural areas. As a consequence, the development of new transport service options becomes especially relevant for rural communities. The Max-Planck-Institute for Dynamics and Self-Organization developed a new form of Demand Responsive Transport the EcoBus to examine the viability of new DRT systems in rural Germany. Our work draws on customer satisfaction data during the trial runs of the EcoBus. Based on the survey data, this paper develops regression models to explain the determinants of DRT customer satisfaction. Our main findings include the importance of waiting times and the ease of entry for overall customer satisfaction. Nevertheless, we found no evidence that the presence of other guests in the vehicle had any negative impact on customer satisfaction. Findings of other works that women are significantly more likely to use DRT services could not be validated from our data.