Scottish Government

ISBN 0 7559 6174 9 (Web only publication)

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CONTENTS

EXECUTIVE SUMMARY

CHAPTER ONE: INTRODUCTION
1.1 Introduction
1.2 Structure of this Report

CHAPTER TWO: SURVEY METHODOLOGY AND RESPONDENT PROFILE
2.1 Survey Methodology
2.2 Passenger Groupings Achieved

CHAPTER THREE: OTHER PASSENGER CHARACTERISTICS
3.1 Employment and Socio-economic Groups
3.2 Disabled Passengers
3.3 Use of Bus Passes
3.4 Complaints
3.5 Bus Service Accessibility
3.6 Surveyed journey
3.7 Factors discouraging increased bus use
3.8 Comparison of Bus Passenger Satisfaction Survey Data with Scottish Household Survey Data.

CHAPTER FOUR: SATISFACTION RATING RESULTS
4.1 Introduction
4.2 Area ( see Annex 1)
4.3 Typology
4.4 Age
4.5 Gender
4.6 Frequency of bus use
4.7 Household car ownership
4.8 Income

CHAPTER FIVE: STATISTICAL ANALYSIS
5.1 Introduction
5.2 General Satisfaction
5.3 Quality of Service
5.4 Bus Stop Shelter and Conditions
5.5 Provision of Information
5.6 Conditions on the Bus
5.7 Safety on and Accessibility of the Bus
5.8 Drivers and Driving
5.9 Other Service Aspects
5.10 Discussion and Summary

CHAPTER SIX: COMPARISON OF SURVEY DATA TO THAT COLLECTED IN PREVIOUS YEARS
6.1 Introduction
6.2 Comparison of Satisfaction Ratings
6.3 Bus User's Complaint Tribunal
6.4 Explaining the Observed Changes - Changes to Services and Other Attributes

CHAPTER SEVEN: CONCLUSIONS
7.1 Satisfaction Ratings
7.2 Comparisons Over Time
7.3 Explaining the changes and differences observed
7.4 Remaining areas of uncertainty

CHAPTER EIGHT: REFERENCES
ANNEX 1: STUDY AREAS
ANNEX 2: SURVEY QUESTIONNAIRE

The views expressed in this report are those of the researcher and
do not necessarily represent those of the Department or Scottish Ministers.