Table 2 presents a general summary of the survey respondents.
Approximately 85% of the surveyed sample is willing to recommend
the service to the others. Those who are willing to recommend
the service are generally satisfied with the service
attributes. About 49% of the users who would recommend the service
to others are satisfied with their waiting time and 67% with
their travel time, with a standard deviation of 0.50 and 0.47 points,
respectively. In contrast, only 14% of the users who would not recommend
the service are satisfied with their waiting time and 28%
with their travel time, respectively, with a standard deviation of
0.35 and 0.27 points. This shows a gap in satisfaction between
the two groups (i.e., those who are willing to recommend the service
and those who would not), with a 35% and 40% gap in the
number of people who are satisfied with their waiting and travel
time, respectively. The difference in standard deviation between
the two groups shows a consistency in answers among the users