A systematic comparison and evaluation of the Satisfaction with Travel Scale (STS) and existing customer satisfaction scales

Maheshwari, Richa; Cools, Mario

doi:10.1016/j.trpro.2026.04.186

Article (Scientific journals)

A systematic comparison and evaluation of the Satisfaction with Travel Scale (STS) and existing customer satisfaction scales

Maheshwari, Richa; Cools, Mario

2026 • In Transportation Research Procedia, 97, p. 487-496

Peer Reviewed verified by ORBi

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https://hdl.handle.net/2268/346938

DOI
10.1016/j.trpro.2026.04.186

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Keywords :

Customer Satisfaction (CSAT) Scale; Flanders; Net Promoters Score (NPS); Public transport; Satisfaction with Travel Scale (STS); Transportation

Abstract :

[en] Despite the central role of travel satisfaction in transport research, debates remain regarding the optimal instruments for its measurement, balancing conceptual depth with operational simplicity. This study delivers the first direct comparison of three established scales: the Satisfaction with Travel Scale (STS) and two concise measures, the Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), within a unified empirical framework. Drawing on a large-scale, post-pandemic survey of bus and train users in Flanders, Belgium, we systematically evaluate scale reliability, dimensionality, and explanatory power across 25 service quality indicators and socio-demographic controls. Findings reveal the STS operates as a single-factor construct in this context, questioning the necessity of its multidimensional framing. NPS and CSAT exhibit strong internal alignment and higher sensitivity to key service attributes, such as punctuality and reliability, with CSAT explaining the greatest variance in satisfaction outcomes. These results indicate that while STS remains valuable for capturing the cognitive and affective underlying nuances of travel, NPS and CSAT provide effective and lower-burden alternatives for routine satisfaction monitoring. This study offers new empirical evidence to guide the choice of satisfaction measures in transport research and policy evaluation.

Disciplines :

Civil engineering
Special economic topics (health, labor, transportation...)

Author, co-author :

Maheshwari, Richa ; Université de Liège - ULiège > Urban and Environmental Engineering

Cools, Mario ; Université de Liège - ULiège > Département ArGEnCo > Transports et mobilité ; Faculty of Business Economics, Hasselt University, Diepenbeek, Belgium

Language :

English

Title :

A systematic comparison and evaluation of the Satisfaction with Travel Scale (STS) and existing customer satisfaction scales

Publication date :

2026

Journal title :

Transportation Research Procedia

ISSN :

2352-1457

eISSN :

2352-1465

Publisher :

Elsevier, Amsterdam, Netherlands

Volume :

Pages :

487-496

Peer reviewed :

Peer Reviewed verified by ORBi

Additional URL :

https://api.elsevier.com/content/article/PII:S2352146526004485?httpAccept=text/xml

Funders :

F.R.S.-FNRS - Fonds de la Recherche Scientifique

Available on ORBi :

since 06 July 2026

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