However, satisfaction is an important concept that deserves further interest. From consumer
research, satisfaction is known to be of great value in understanding customers’ perceptions and
evaluations (Oliver 1997), repeatedly showing itself to be an important indicator of future customer
behavior (Fornell 1992, Johnson & Gustafsson 2000). Customer satisfaction, therefore, highlights
and explains the link between what a company does (in terms of the products and services offered)
and how its customers react. For public transport, this link is a key concern.