Exploring rider satisfaction with arterial BRT: An application of impact asymmetry analysis

Xinyi Wu, Xinyu (Jason) Cao, Chuan Ding

Research output: Contribution to journalArticlepeer-review

3 Scopus citations

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 languageEnglish (US)
Pages (from-to)82-89
Number of pages8
JournalTravel Behaviour and Society
Volume19
DOIs
StatePublished - Apr 2020

Keywords

  • Bus rapid transit
  • Customer satisfaction
  • Decision trees
  • Quality of service
  • Three-factor theory

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