User satisfaction with taxi and limousine services in the Melbourne metropolitan area

Publication Type:
Journal Article
Journal of Transport Geography, 2018, 70 pp. 234 - 245
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© 2018 Elsevier Ltd Taxis are an essential mode of transport in many jurisdictions, and yet compared to more conventional public modes such as bus and train, are typically ignored in the debate on ways to improve the efficiency and effectiveness of non-private modes as part of delivering greater connectivity. To obtain better insights into the role and performance of the taxi (and hire car/limousine) sector, the Victorian Government, in 2012, commissioned a study into the demand for taxi services, which included an investigation of attitudes towards the various public transport, taxis and hire car modes, as a way of identifying the important attributes that influence customer opinions about various modes and how satisfied they are with actual modal services that they had experienced. The evidence is used to refocus the effort of the regulator and other organisations such as taxi associations and vehicle owners in improving service levels that accord with customer expectations. Surveys were undertaken for a sample of travellers in central Melbourne, those using the airport and in regional centres of Victoria for five segments (i.e., tourists, day to day activity, business, night time travel, and disability and pensioner card holders). Based on the sample, a model is proposed and operationalised that provides insights into the degree of satisfaction respondents hold for both taxi and hire car services in Melbourne, with suggestions on where improvement are warranted.
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