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Abstract
In this paper, face-to-face and web-based survey methods of collecting transit passenger perception
data are compared using two transit customer satisfaction survey tools. Multivariate statistical
analyses are applied to determine the differences between the two surveys. Some differences in
behavior and attitudes of web survey respondents compared with those from a face-to-face survey
are found. The results can help transit agencies manage their bus services to improve passenger
satisfaction and service quality.