Exploring the asymmetric influences of stop attributes on rider satisfaction with bus stops

Shan Sun, Dewei Fang, Jason Cao

Research output: Contribution to journalArticlepeer-review

1 Scopus citations

Abstract

Bus stop is an essential component for transit trips. Few studies have emphasized how stop amenities contribute to rider satisfaction with the waiting environment. Using the 2019 data from Harbin, China, this study employed asymmetric importance-performance analysis to identify the non-linear associations between stop amenities and rider satisfaction with the waiting area. We found that trashcans, comfort while waiting, and security cameras affect rider satisfaction only when they perform poorly; safety while waiting contributes to satisfaction only when it exceeds rider expectation; while other attributes tested here have linear associations with rider satisfaction. The results further showed that, to enhance rider satisfaction, transit agencies should prioritize improving trashcans and comfort while waiting, followed by shelters, advertisement infrastructure, and benches. We also compared these results with conventional importance-performance analysis and highlighted the importance of asymmetricity in transit satisfaction research.

Original languageEnglish (US)
Pages (from-to)162-169
Number of pages8
JournalTravel Behaviour and Society
Volume19
DOIs
StatePublished - Apr 2020

Keywords

  • Developing country
  • Importance-performance analysis
  • Improvement priority
  • Three-factor theory
  • Transit quality

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