Study on Investigation of User Satisfaction After Service Implementation About Public Transportation

  • Ryoichi Tamura
  • Hiromi Yoshioka


In this chapter, our aim is to initiate research into service design by first understanding the current state of service processes. We report on an investigation of user satisfaction after service implementation. Extensive interviews with 46 college students were performed to extract content related to the service satisfaction with respect to past utilization of seven types of public transportation, such as airplanes, buses, trains, and so on. Results are classified according to Reiss’s profile of basic desires, and relations between public transportation type, step, and cause are considered. We expect that the results of this research will provide valuable materials for future considerations of service design.


Public transportation Service implementation User satisfaction 



This work was supported by JSPS KAKENHI (23611023).


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Copyright information

© Springer Japan 2014

Authors and Affiliations

  1. 1.Kyushu UniversityFukuokaJapan
  2. 2.Mazda Motor CorporationHiroshimaJapan

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