Exploring rider satisfaction with transit service in Indore, India: an application of the three-factor theory

Chen Zhang, Jason Cao, Ajay S Nagpure, Siddharth Agarwal

Research output: Contribution to journalArticlepeer-review

3 Scopus citations

Abstract

This study introduces the three-factor theory to identify a factor structure of tranist service. It classifies service attributes into basic, perfomance,and excitement factors according to their importance to overall satisfaction with transits then identifies improvement priorities. Using a 2013 survey of Bus, Bus Rapid Transit (BRT) and Van riders in Indore, India, this study intends to draw implications for transit planning by answering following questions: What service attributes are critical for customer satisfaction with BRT, Bus and Van?What attributes should be prioritized to improve satisfaction with existing transit services in Indore? Are the answers to the two questions consistent across the three types of transit? We found that across all three types of transit, comfort while riding and safety while waiting are two common basic factors and safety while riding is a common key performance factor. Furthermore, several Van atttributes require extensive improvements while BRT need the least improvements.

Original languageEnglish (US)
Pages (from-to)469-477
Number of pages9
JournalTransportation Letters
Volume11
Issue number8
DOIs
StatePublished - Sep 3 2019

Bibliographical note

Funding Information:
This study is funded by the National Science Foundation (PIRE) [grant number 1243535]. The study is a collaboration between the University of Minnesota and the Urban Health Resource Centre located in India. Ms. Shabnam Verma and Mr. Neeraj Verma of the Urban Health Resource Centre Indore office coordinated data collection and entry.

Funding Information:
This study is funded by the National Science Foundation (PIRE) [grant number 1243535].

Publisher Copyright:
© 2017, © 2017 Informa UK Limited, trading as Taylor & Francis Group.

Keywords

  • BRT
  • IPA
  • Quality of service
  • customer satisfaction
  • paratransit

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