Development of the travel satisfaction scale (TSS) for the assessment of commuters’ satisfaction in public transport: evidence from Delhi metro (India)

The Travel Satisfaction Scale (TSS) was created to gauge public opinion on Delhi Metro travel. It has two affective dimensions and one cognitive dimension. This study leverages data from the Delhi Metro commuter trips to undertake new tests because there has been little research on its reliability and structure in the past. Differences in the TSS's reliability and structure – notably for the Delhi Metro and the demographics of the region – are also considered. Finally, the outcomes of this study imply that a single dimension of the affective dimension, rather than the two sub-dimensions, provides a better fit for the Delhi Metro, as well as other public transportation infrastructures in developing countries like India. Individual objects do not load on the two emotional dimensions as intended in a three-dimensional structure, which is more suited for public transportation. Two of the scale's elements – enthusiastic/bored and relaxed/hurried – were associated with the other items in a previous study differing from ours. Researchers should adapt the structure of the TSS in the future by adding or replacing some items with alternate options, which will make it easier to collect data and reduce the burden on the respondent, as well as increase the reliability of the data while maintaining the TSS's consistency and balance.