Using Correspondence Factor Analysis (CFA) to assess the quality of public transport services. A case study: Public transport in the Province of Boumerdes, Algeria
DOI:
https://doi.org/10.57125/FEL.2024.12.25.14Keywords:
Public transport, quality of transport services, Service quality assessment, NF EN 13816 standard, AFC (correspondence Factorial Analysis), Transport user satisfactionAbstract
This study aims to analyse passenger expectations in terms of service quality and to propose improvements to increase the attractiveness of public transport in the Province of Boumerdes (specifically in the Municipalities of Boumerdes, Bordj Menaiel, Ouled Moussa, and Dellys). This analysis has helped identify the aspects of the service that most influence user satisfaction, providing a solid basis for decisions to optimise the quality of public transport in the Province. The study is based on a model using evaluation indicators that comply with the NF EN 13816 standard, which is specific to the quality of passenger transport. A field survey was carried out to gather the views of public transportation users. Random sampling was used, with 1093 respondents showing a representative distribution of the different municipalities in the province of Boumerdes. Several statistical analysis tools were used to process and analyse the questionnaire data, including Excel, SPSS, and R, as well as the CFA method (Correspondence Factorial Analysis). This rigorous methodological approach allows an in-depth and reliable analysis of user satisfaction and the quality of public transport services in the Province. The study's results revealed significant differences in satisfaction regarding quality dimensions and a relation between the modalities of qualitative service quality variables used in the study area.
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