A User Satisfaction Study of the London Congestion Charging e-Service

Abstract

This research seeks to measure citizen satisfaction with the electronic London Congestion Charging (LCC) payment system offered by Transport For London (TFL) in the United Kingdom (UK). The paper reports on the findings of a survey of 500 users of the TFL LCC online payment system. Satisfaction is measured using the four dimensions from the COBRA framework 0that comprise the cost, opportunity, benefits and risk assessment constructs. The results show that most citizens using the LCC electronic service are satisfied with the service and that the service meets their essential needs. The paper also presents the results of qualitative feedback obtained from the participants that can be used to determine the areas that need further improvement in the current electronic LCC electronic-service (e-service) system and potential influences on user satisfaction