The dimensional structure of satisfaction measures is also important in performance-based
contracts (Henscher & Stanley 2003), which have become increasingly popular in the public
transport sector in line with the general trend toward market orientation in that sector (cf. Osborne &
Gaebler 1992). Customers’ subjective experiences are then used in tandem with objective measures
to monitor and evaluate suppliers’ performance. This requires a comprehensive, yet manageable set
of measures that covers all relevant areas of the customer experience. Understanding the cognitive
Perceived Satisfaction with Public Transport
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structure of this experience is pivotal for developing and implementing such a comprehensive
measurement system.