Abstract
Previous studies focus on rider satisfaction and its determinants to improve transit ridership. However, many incorrectly assume that service attributes have linear and symmetric influences on rider satisfaction. To overcome the limitation, this study employs an impact asymmetry analysis to explore the non-linear influence of service attributes on rider satisfaction with an arterial BRT in the Twin Cities, Minnesota. The results show that most service attributes have a non-linear influence on rider satisfaction, and that “paying fare is easy” has the largest contribution to overall satisfaction, followed by “hours of operation” and “handling of concerns/complaints.” Overall, this study introduces a more reliable and salient method to the field of transit quality of service to reveal the nuanced relationships between service attributes and rider satisfaction.
| Original language | English (US) |
|---|---|
| Pages (from-to) | 82-89 |
| Number of pages | 8 |
| Journal | Travel Behaviour and Society |
| Volume | 19 |
| DOIs | |
| State | Published - Apr 2020 |
Bibliographical note
Funding Information:This study was funded by the Minnesota Department of Transportation , United States. Metro Transit planners provided valuable input to this paper. Appendix A
Publisher Copyright:
© 2020 Hong Kong Society for Transportation Studies
Keywords
- Bus rapid transit
- Customer satisfaction
- Decision trees
- Quality of service
- Three-factor theory
