QUESTIONNAIRE ON SERVICE QUALITY IN PUBLIC TRANSPORTATION

Questions
rate your answers from 1 to 7 points 1=very bad; 2= bad; 3= insufficient; 4= satisfactory; 5= good; 6= very good; 7= excellent; F I don't know.

Scale from 1 to 7, with 7 the best Karlstad City Bus Intercity buses
(Swebus, Vrmland Trafik)

1 Are the bus services provided as expected? 2 Are the employees good at handling customers' problems? 3 Are the buses punctual? 4 Are the bus reservations and bookings reliable? 1 Is the timetable easy to understand? 2 Is the timetable always available and respected by buses? 3 Does buying tickets in the bus by others delay your journey? 4 Do the employees demonstrate willingness to help whenever you have a problem? 5 Are you satisfied with the number of bus stops? 6 Are you satisfied with the bus intervals? 7 Are you satisfied with the closing time of bus services? 8 Are you satisfied with the bus destinations? 1 Do you feel safe using the bus charge cards? 2 Are the bus drivers careful? 3 Do the employees always have a solution to your problems? 4 Do the employees always tell you to refer to someone else or someone senior? 1 Do the employees assist handicap passengers, children and seniors? 2 Do the employees prevent disrespectful passengers from disturbing others? 1 Are the buses clean and pleasant to be in? 2 Are there often problems with the Card Punching Machines? 3 Are the bus stops comfortable (seats, roof, timetable, board, ticket machines, etc.)? 4 Do you like the design of the tickets (shape, material and information)? Talk to the bus driver Call the company Write a complaint email Write a complaint letter Go to the company's office Talk about it with a friend/How many? Talk about it with family

1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7

1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7

How would you react if a problem occurs (1- the least possible; 7- the most possible) ? 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7

Write on the web Contact an organization to protect your rights Refer to the authorities (police, lawyers) Stop or decrease usage of public buses Switch to other means of transportation Avoid bus trips Physical action Did nothing If Yes, what kind of problem occurred? If Yes, what was your reaction?

1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 Yes

1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 No

Have you ever had an unfavorable experience using public buses (within last 12months)?

Assuming you want to complain, rate the following factors that are most likely to discourage(stop) you from complaining? Rank them with 1 to 7, with 7 being the strongest. Employee unfriendly attitude Cost of complaint (time, finance, etc.) Too much bureaucracy Possibility of no response or solution Did not know what to do Takes too long to get a response Language barriers Cultural reasons (sign of weakness) No possibility of switching to another provider Personal reasons No means to complain (Internet, phone, etc.) Others: Personal questions: Gender Age Place of birth Education Profession Have a car Yes No Have a bicycle Yes No M F Used buses abroad Yes
Where: If yes, are they: Better/ Similar/ Less

1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 No Factors that irritate you (make

you angry):

1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7 1 2 3 4 5 6 7

Bus leaves too early Bus comes late Use bus often: No/Weekend/Day/Night Price too high Employees Reasons: Leisure Work School Bus conditions Most frequently used bus ________ Other passengers _______________________________ Travel information

1 1 1 1 1 1 1

2 2 2 2 2 2 2

3 3 3 3 3 3 3

4 4 4 4 4 4 4

5 5 5 5 5 5 5

6 6 6 6 6 6 6

7 7 7 7 7 7 7

Income level (0- 10.000; 10.001-20.000; 20.001-above) Monthly