In-Depth Analysis and Model Development of Passenger Satisfaction with Public Transportation
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pISSN 1226-7988, eISSN 1976-3808 www.springer.com/12205
DOI 10.1007/s12205-020-1871-7
Transportation Engineering
In-Depth Analysis and Model Development of Passenger Satisfaction with Public Transportation a
Mohammad Maghrour Zefreh
, Blawal Hussain
b
, and Tibor Sipos
a
Dept. of Transport Technology and Economics, Budapest University of Technology and Economics, Budapest 1111, Hungary Graduate School of Environmental Studies, Nagoya University, Nagoya 464-8601, Japan
a
b
ARTICLE HISTORY
ABSTRACT
Received 15 October 2019 Accepted 17 May 2020 Published Online 31 July 2020
Improvement in the understanding of the main drivers of passenger satisfaction with public transportation (PT) is crucial for increasing the attractiveness of the PT. This study explores the main drivers of satisfaction with PT and their interactions by training the PT satisfaction forest. The results of the random forest in-depth analysis show PT passengers see the service attributes service frequency, departure time accuracy, safety at stops, vehicle cleanliness, seating capacity, and information provision before the journey as the most important followed by ticket seller behavior, time table information provision, driver behavior, and ticket price. Hence the policies aimed at achieving these attributes could potentially improve the PT satisfaction. Furthermore, the results of the PT service attributes interaction analysis showed the fact that there is no strong interaction between satisfaction with different PT service attributes. This suggests treating them individually in models rather than considering their interactions as well. Furthermore, a multiple linear regression PT satisfaction model has been developed and validated in the current study that could be used as a policy tool in PT decision making.
KEYWORDS Public transportation Satisfaction modeling Service attribute satisfaction Random forest Service attribute satisfaction interaction
1. Introduction Increasing public transport (PT) ridership is said to be a priority in today’s world since we are facing rapid urban growth resulting in the environmental issues, longer commuting distances, competition for limited space, and the need to promote equality/ equity in society (Abenoza et al., 2017). Hence motivating the existing and potential passengers to use PT could be a remedy in this regard (Hussain et al., 2018). On the one hand, increasing PT patronage rate has the potential to reduce the demand for private transport travel and its related social externalities including congestion, energy consumption, CO2 and noise emissions, and on the other hand to improve the financial sustainability of PT services (Mokonyama and Venter, 2013). In particular, improved customer satisfaction has the potential to retain existing customers and attract new ones. Customer satisfaction is defined as the extent to which the customers’ expectations/needs fulfilled by the delivered service (Morfoulaki et al., 2010). For PT services, many researchers pointed the importance of understanding th
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