Using the critical incidents technique to explore variables related to users' experience of public transport modes

Abstract

This study aims to achieve a better understanding of the variables that affect the choice of route in public transport. We investigated the experience of 19 users related to public transport, using the critical incident technique. The incidents were collected through interviews. The results show different patterns of route that differ according to the specific contexts (e.g. event(s) surrounding the travel such as the aim, the travel insertion into the activity, etc.). For each context the reasons given for the perceived satisfaction of the route or not, differs. Taking an alternative travel is also dependent of context. It would be preferred in case of a travel back home. These results indicate the importance of the contextual variables in route choice and suggest that these variables should be taken into account in new tools and services for mobility.