GENDER AGE

FEMALE 16-18
FEMALE 19-21
FEMALE 19-21
MALE 19-21
MALE 19-21
FEMALE 16-18
FEMALE 19-21
FEMALE 19-21
FEMALE 19-21
FEMALE 19-21
MALE 19-21
FEMALE 19-21
FEMALE 19-21
FEMALE 19-21
FEMALE 19-21
FEMALE 19-21
FEMALE 16-18
FEMALE 19-21
MALE 16-18
FEMALE 19-21
MALE 19-21
MALE 19-21
MALE 19-21
FEMALE 19-21
FEMALE 19-21
FREQUENCY OF RIDING THE LRT
1-3 times/ week MALE
1-3 times/ week 7
1-3 times/ week
1-3 times/ week
1-3 times/ week 16-18
1-3 times/ week 4
1-3 times/ week
1-3 times/ week
1-3 times/ week 1-3 TIMES/ WEEK
7 or more times/ week 14
4-6 times/ week
7 or more times/ week
1-3 times/ week
1-3 times/ week
1-3 times/ week
1-3 times/ week
4-6 times/ week
4-6 times/ week
4-6 times/ week
4-6 times/ week
7 or more times/ week
7 or more times/ week
7 or more times/ week
1-3 times/ week
7 or more times/ week
FEMALE
18

19-21 22-24
21

4-6 TIMES/ WEEK 7 OR MORE TIMES/ WEEK

5 6
25+
Cleanliness of the stations Lighting in stations
Neutral Neutral
Satisfied Satisfied
Unsatisfied Satisfied
Satisfied Very Satisfied
Satisfied Satisfied
Unsatisfied Satisfied
Very Satisfied Unsatisfied
Unsatisfied Unsatisfied
Neutral Neutral
Unsatisfied Unsatisfied
Very Unsatisfied Very Unsatisfied
Very Satisfied Very Satisfied
Neutral Neutral
Satisfied Satisfied
Neutral Unsatisfied
Unsatisfied Neutral
Satisfied Satisfied
Unsatisfied Satisfied
Neutral Neutral
Satisfied Satisfied
Unsatisfied Unsatisfied
Satisfied Satisfied
Satisfied Satisfied
Neutral Neutral
Satisfied Satisfied

TANGIBLE SERVICE QUALITY Very Unsatisfied

Cleanliness of the stations 1
Lighting in stations 1
Lighting on vehicle 1
Cleanliness of the vehicle 1
Temperature and ventilation system on vehicle and in stations 3
Appropriate driving 1
Lighting on vehicle Cleanliness of the vehicle
Neutral Neutral
Satisfied Satisfied
Satisfied Satisfied
Very Satisfied Very Satisfied
Satisfied Satisfied
Satisfied Unsatisfied
Neutral Neutral
Unsatisfied Unsatisfied
Satisfied Neutral
Neutral Unsatisfied
Very Unsatisfied Very Unsatisfied
Very Satisfied Very Satisfied
Neutral Neutral
Satisfied Satisfied
Unsatisfied Satisfied
Neutral Unsatisfied
Neutral Neutral
Satisfied Satisfied
Neutral Neutral
Satisfied Satisfied
Unsatisfied Unsatisfied
Satisfied Satisfied
Satisfied Satisfied
Neutral Satisfied
Satisfied Satisfied

Unsatisfied Neutral
14 18
10 18
6 24
10 18
20 9
2 18
Temperature and ventilation system on vehicle and in stations Appropriate driving
Satisfied Neutral
Satisfied Very Satisfied
Neutral Very Satisfied
Unsatisfied Satisfied
Satisfied Satisfied
Unsatisfied Very Satisfied
Very Unsatisfied Satisfied
Unsatisfied Neutral
Unsatisfied Neutral
Unsatisfied Very Satisfied
Neutral Very Unsatisfied
Very Satisfied Very Satisfied
Unsatisfied Neutral
Unsatisfied Neutral
Very Unsatisfied Satisfied
Unsatisfied Satisfied
Neutral Neutral
Very Unsatisfied Satisfied
Unsatisfied Satisfied
Satisfied Satisfied
Unsatisfied Unsatisfied
Satisfied Satisfied
Satisfied Satisfied
Satisfied Satisfied
Satisfied Satisfied

Satisfied Very Satisfied

36 10
44 10
44 10
44 10
32 5
48 25
weighted mean
1.58 3.16
1.66 3.32
1.7 3.4
1.66 3.32
1.38 2.76
1.88 3.76
 Easy access of persons with reduced mobility
Neutral
Satisfied
Very Satisfied
Satisfied
Satisfied
Satisfied
Unsatisfied
Neutral
Neutral
Satisfied
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Unsatisfied
Neutral
Neutral
Unsatisfied
Very Unsatisfied
Satisfied
Unsatisfied
Neutral
Satisfied
Neutral
Satisfied

ACCESSIBILITY
Easy access of persons with reduced mobility
Easy access to stations and platforms from the street
Operation of elevators, escalators, etc.
Operation of ticket validators at the entrance and exit of stations
Easy use of ticket vending machines
Easy connection with other transportation modes such as bike rental,taxis, buses, etc.
 Easy access to stati Operation of elevators, escala Operation of ticket valida Easy use of ticket ven
Neutral Neutral Unsatisfied Satisfied
Satisfied Satisfied Satisfied Satisfied
Very Satisfied Unsatisfied Very Satisfied Very Satisfied
Neutral Unsatisfied Very Satisfied Satisfied
Satisfied Satisfied Satisfied Satisfied
Unsatisfied Unsatisfied Very Unsatisfied Very Unsatisfied
Satisfied Neutral Satisfied Very Satisfied
Neutral Unsatisfied Neutral Neutral
Neutral Satisfied Neutral Neutral
Satisfied Satisfied Satisfied Satisfied
Unsatisfied Unsatisfied Unsatisfied Very Unsatisfied
Unsatisfied Neutral Satisfied Satisfied
Neutral Neutral Neutral Neutral
Satisfied Neutral Unsatisfied Satisfied
Unsatisfied Unsatisfied Unsatisfied Unsatisfied
Unsatisfied Unsatisfied Neutral Unsatisfied
Neutral Satisfied Neutral Very Satisfied
Very Unsatisfied Very Unsatisfied Neutral Satisfied
Very Unsatisfied Very Unsatisfied Neutral Neutral
Satisfied Satisfied Satisfied Satisfied
Unsatisfied Unsatisfied Unsatisfied Unsatisfied
Neutral Neutral Neutral Neutral
Satisfied Satisfied Satisfied Satisfied
Neutral Unsatisfied Neutral Satisfied
Satisfied Satisfied Satisfied Satisfied

Very Unsatisfied Unsatisfied Neutral Satisfied

2 10 24 36
2 12 24 32
2 18 18 32
1 10 27 32
2 6 15 48
1 10 21 36
 Easy connection with other transportation modes such as bike rental,taxis, buses, etc.
Satisfied
Satisfied
Very Satisfied
Unsatisfied
Satisfied
Satisfied
Very Satisfied
Neutral
Satisfied
Satisfied
Neutral
Neutral
Neutral
Satisfied
Unsatisfied
Neutral
Very Satisfied
Very Unsatisfied
Unsatisfied
Neutral
Unsatisfied
Neutral
Satisfied
Unsatisfied
Satisfied

Very Satisfied
5 1.54 3.08
5 1.5 3
0 1.4 2.8
10 1.6 3.2
15 1.72 3.44
15 1.66 3.32
 Number of trains per day (frequency of the service)
Neutral
Satisfied
Very Satisfied
Very Satisfied
Satisfied
Satisfied
Satisfied
Neutral
Unsatisfied
Neutral
Very Unsatisfied
Very Unsatisfied
Neutral
Very Unsatisfied
Satisfied
Unsatisfied
Neutral
Neutral
Unsatisfied
Neutral
Unsatisfied
Satisfied
Satisfied
Neutral
Neutral

AVAILABILITY OF THE SERVICE

Number of trains per day (frequency of the service)
Waiting time on the platform
Speed of the trip
Operating hours of the service
Regularity of the service (absence of interruptions caused by breakdown or incidents)
Punctuality
Number of trains per day (frequency of the service)
 Waiting time on the platform Speed of the trip Operating hours of the service
Unsatisfied Neutral Satisfied
Neutral Neutral Satisfied
Very Satisfied Very Satisfied Very Satisfied
Satisfied Neutral Neutral
Satisfied Satisfied Satisfied
Unsatisfied Satisfied Unsatisfied
Satisfied Satisfied Neutral
Neutral Neutral Neutral
Unsatisfied Neutral Unsatisfied
Neutral Very Satisfied Very Satisfied
Neutral Very Unsatisfied Very Unsatisfied
Very Unsatisfied Neutral Neutral
Neutral Neutral Neutral
Neutral Neutral Satisfied
Very Unsatisfied Neutral Neutral
Neutral Satisfied Neutral
Satisfied Satisfied Satisfied
Satisfied Satisfied Very Unsatisfied
Unsatisfied Satisfied Very Unsatisfied
Neutral Satisfied Neutral
Unsatisfied Unsatisfied Unsatisfied
Satisfied Satisfied Satisfied
Satisfied Satisfied Satisfied
Neutral Satisfied Satisfied
Neutral Neutral Neutral

Very Unsatisfied Unsatisfied Neutral

3 8 27
2 10 30
1 2 30
3 6 27
1 10 36
2 8 30
3 8 27
 Regularity of the service (a Punctuality Number of trains per day (frequency of the service)
Unsatisfied Neutral Neutral
Neutral Satisfied Satisfied
Satisfied Very Satisfied Very Satisfied
Satisfied Satisfied Very Satisfied
Satisfied Satisfied Satisfied
Neutral Satisfied Satisfied
Neutral Neutral Satisfied
Neutral Neutral Neutral
Unsatisfied Unsatisfied Unsatisfied
Very Satisfied Satisfied Neutral
Unsatisfied Unsatisfied Very Unsatisfied
Neutral Satisfied Very Unsatisfied
Neutral Neutral Neutral
Neutral Neutral Very Unsatisfied
Neutral Very Unsatisfied Satisfied
Neutral Neutral Unsatisfied
Satisfied Neutral Neutral
Very Unsatisfied Very Unsatisfied Neutral
Unsatisfied Unsatisfied Unsatisfied
Neutral Neutral Neutral
Unsatisfied Unsatisfied Unsatisfied
Satisfied Satisfied Satisfied
Satisfied Satisfied Satisfied
Neutral Neutral Neutral
Neutral Neutral Neutral

Satisfied Very Satisfied

28 10 1.52 3.04
28 5 1.5 3
44 10 1.74 3.48
32 10 1.56 3.12
24 5 1.52 3.04
32 5 1.54 3.08
28 10 1.52 3.04
uency of the service)
 Effectiveness and speed of employees to respond, give information and deal with user's daily problems
Neutral
Neutral
Satisfied
Very Satisfied
Satisfied
Unsatisfied
Very Satisfied
Neutral
Unsatisfied
Neutral
Very Unsatisfied
Neutral
Neutral
Neutral
Satisfied
Neutral
Satisfied
Neutral
Neutral
Satisfied
Unsatisfied
Satisfied
Satisfied
Neutral
Satisfied

CUSTOMER SERVICE
Effectiveness and speed of employees to respond, give information and deal with user's daily problems
Courtesy of the employees
Performance of the (offices, web site, contact by phone, deal with complaints, etc.)
Appearance of employees
 Courtesy of the employees Performance of the (offices, web site, contact by phone,
Neutral Neutral
Neutral Satisfied
Very Satisfied Satisfied
Satisfied Very Satisfied
Satisfied Satisfied
Satisfied Unsatisfied
Satisfied Satisfied
Neutral Neutral
Unsatisfied Unsatisfied
Very Satisfied Satisfied
Very Unsatisfied Neutral
Neutral Unsatisfied
Neutral Neutral
Satisfied Neutral
Neutral Unsatisfied
Neutral Neutral
Neutral Satisfied
Unsatisfied Unsatisfied
Neutral Neutral
Satisfied Satisfied
Unsatisfied Unsatisfied
Satisfied Satisfied
Satisfied Satisfied
Neutral Neutral
Satisfied Satisfied

Very Unsatisfied Unsatisfied

1 6
1 6
0 12
2 4
 Appearance of employees
Neutral
Neutral
Very Satisfied
Very Satisfied
Satisfied
Satisfied
Very Satisfied
Neutral
Satisfied
Satisfied
Very Unsatisfied
Neutral
Neutral
Satisfied
Very Unsatisfied
Neutral
Satisfied
Unsatisfied
Neutral
Satisfied
Unsatisfied
Satisfied
Satisfied
Neutral
Satisfied

Neutral Satisfied Very Satisfied

33 32 10 1.64 3.28
30 36 10 1.66 3.32
24 40 5 1.62 3.24
24 40 15 1.7 3.4
 Sense of security against theft and aggression in stations and on vehicles
Neutral
Unsatisfied
Very Satisfied
Very Satisfied
Satisfied
Very Satisfied
Very Unsatisfied
Satisfied
Unsatisfied
Neutral
Very Unsatisfied
Neutral
Neutral
Satisfied
Neutral
Unsatisfied
Satisfied
Unsatisfied
Unsatisfied
Satisfied
Unsatisfied
Satisfied
Satisfied
Neutral
Satisfied

SECURITY
Sense of security against theft and aggression in stations and on vehicles
Sense of security against accidents while traveling (crash/vehicle derailment)
Sense of security against slipping, falling and accidents at vehicle doors and escal
Signage of emergency exit and extinguishers
Sense of security against accidents while travelin Sense of security against slipping, f Signage of emergency exit and extingu
Neutral Neutral Satisfied
Unsatisfied Unsatisfied Neutral
Very Satisfied Very Satisfied Very Satisfied
Very Satisfied Very Satisfied Very Satisfied
Satisfied Satisfied Satisfied
Very Satisfied Very Satisfied
Unsatisfied Unsatisfied Neutral
Satisfied Satisfied Satisfied
Unsatisfied Unsatisfied Unsatisfied
Neutral Neutral Neutral
Very Unsatisfied Very Unsatisfied Very Unsatisfied
Very Satisfied Very Satisfied Very Satisfied
Neutral Neutral Neutral
Satisfied Satisfied Very Satisfied
Satisfied Very Unsatisfied Very Unsatisfied
Neutral Unsatisfied Neutral
Satisfied Satisfied Satisfied
Neutral Very Unsatisfied Very Unsatisfied
Unsatisfied Unsatisfied Unsatisfied
Satisfied Satisfied Satisfied
Unsatisfied Unsatisfied Unsatisfied
Satisfied Satisfied Satisfied
Satisfied Satisfied Satisfied
Neutral Neutral Neutral
Satisfied Satisfied Satisfied

Very Unsatisfied Unsatisfied Neutral

2 12 18
1 10 18
3 12 12
3 6 18
mergency exit and extinguishers

Satisfied Very Satisfied

32 15 1.58 3.16
36 20 1.7 3.4
32 20 1.58 3.16
32 20 1.58 3.16
 Updated, precise and reliable information in statUpdated, precise and reliable information o
Neutral Neutral
Neutral Neutral
Very Satisfied Very Satisfied
Very Satisfied Very Satisfied
Satisfied Satisfied
Neutral Satisfied
Neutral Neutral
Neutral Neutral
Unsatisfied Unsatisfied
Satisfied Satisfied
Very Unsatisfied Very Unsatisfied
Neutral Neutral
Neutral Neutral
Neutral Neutral
Unsatisfied Unsatisfied
Unsatisfied Neutral
Satisfied Neutral
Very Unsatisfied Neutral
Very Unsatisfied Unsatisfied
Neutral Neutral
Unsatisfied Unsatisfied
Satisfied Satisfied
Satisfied Satisfied
Neutral Neutral
Satisfied Satisfied

INFORMATION Very Unsatisfied

Updated, precise and reliable information in stat 3
Updated, precise and reliable information on veh 1
Clear and simple notice boards with information 1
Information available through other communicat 2
2
 Clear and simple notice boards with Information available through other communication technologies (internet, phone, mo
Neutral Neutral
Neutral Neutral
Very Satisfied Very Satisfied
Very Satisfied Very Satisfied
Satisfied Satisfied
Satisfied Satisfied
Very Satisfied Very Satisfied
Neutral Neutral
Unsatisfied Neutral
Satisfied Very Satisfied
Very Unsatisfied Very Unsatisfied
Neutral Neutral
Neutral Neutral
Very Satisfied Satisfied
Unsatisfied Unsatisfied
Unsatisfied Neutral
Neutral Neutral
Unsatisfied Very Unsatisfied
Unsatisfied Unsatisfied
Satisfied Satisfied
Unsatisfied Unsatisfied
Satisfied Satisfied
Satisfied Satisfied
Satisfied Satisfied
Satisfied Satisfied

Unsatisfied Neutral Satisfied Very Satisfied

8 30 24 10 3
8 36 24 10 3.16
12 18 32 20 3.32
6 24 32 20 3.36
6 24 32 20 3.36
gies (internet, phone, mobile applications, etc.)

1.5
1.58
1.66
1.68
1.68
Noise level on the vehicles
Unsatisfied
Neutral
Very Satisfied
Satisfied
Neutral
Very Unsatisfied
Very Unsatisfied
Neutral
Unsatisfied
Unsatisfied
Unsatisfied
Unsatisfied
Neutral
Neutral
Very Unsatisfied
Unsatisfied
Neutral
Very Unsatisfied
Very Unsatisfied
Neutral
Unsatisfied
Satisfied
Neutral
Neutral
Satisfied

ENVIRONMENTAL POLLUTION
Noise level on the vehicles
Vibration level on the vehicles
Noise level in stations
Vibration level on the vehicles
Neutral
Neutral
Very Satisfied
Unsatisfied
Neutral
Very Unsatisfied
Very Unsatisfied
Unsatisfied
Very Unsatisfied
Neutral
Unsatisfied
Neutral
Neutral
Unsatisfied
Very Unsatisfied
Neutral
Neutral
Very Unsatisfied
Very Unsatisfied
Neutral
Unsatisfied
Satisfied
Neutral
Unsatisfied
Satisfied

Very Unsatisfied
5
6
6
Noise level in stations
Neutral
Neutral
Very Satisfied
Neutral
Neutral
Very Unsatisfied
Very Unsatisfied
Unsatisfied
Very Unsatisfied
Neutral
Unsatisfied
Neutral
Neutral
Neutral
Very Unsatisfied
Neutral
Neutral
Very Unsatisfied
Very Unsatisfied
Neutral
Unsatisfied
Satisfied
Neutral
Neutral
Satisfied

Unsatisfied Neutral Satisfied Very Satisfied

14 27 12 5 1.26
12 30 8 5 1.22
6 39 8 5 1.28
2.52
2.44
2.56
Seat availability in stations and on platforms
Unsatisfied
Neutral
Satisfied
Unsatisfied
Unsatisfied
Satisfied
Very Unsatisfied
Unsatisfied
Very Unsatisfied
Neutral
Unsatisfied
Very Unsatisfied
Neutral
Neutral
Very Unsatisfied
Neutral
Neutral
Very Unsatisfied
Very Unsatisfied
Satisfied
Very Unsatisfied
Unsatisfied
Unsatisfied
Neutral
Unsatisfied

INDIVIDUAL SPACE
Seat availability in stations and on platforms
Level of comfort on vehicle (seat availability or enough room while s
Level of comfort on vehicle (seat availability or enough room while standing up)
Unsatisfied
Neutral
Satisfied
Neutral
Unsatisfied
Unsatisfied
Very Unsatisfied
Unsatisfied
Very Unsatisfied
Satisfied
Unsatisfied
Very Unsatisfied
Neutral
Unsatisfied
Very Unsatisfied
Unsatisfied
Unsatisfied
Very Unsatisfied
Very Unsatisfied
Neutral
Very Unsatisfied
Very Unsatisfied
Unsatisfied
Neutral
Unsatisfied

Very Unsatisfied UnsatisfiedNeutral Satisfied Very Satisfied

7 16 21 12 0
8 20 15 8 0
Very Satisfied
1.12 2.24
1.02 2.04