IDEAS home Printed from https://ideas.repec.org/a/eee/trapol/v141y2023icp27-41.html
   My bibliography  Save this article

Heterogeneity in passenger satisfaction of bus rapid transit system among age and gender groups: A PLS-SEM Multi-group analysis

Author

Listed:
  • Singh, Harpreet
  • Kathuria, Ankit

Abstract

Public transport is a promising way to solve urban mobility problems such as traffic congestion and vehicular emissions. However, in order to encourage commuters to use the public transport facility, operators need to provide a high level of service to ensure their satisfaction, which is one of the crucial factors influencing the mode choice of commuters. Despite this, there is limited understanding of the factors influencing passenger satisfaction in public transportation, especially in developing countries like India. To address this gap in knowledge, the present study explores the factors affecting passenger satisfaction on bus rapid transit system (BRTS), and examines the differences in the perception of satisfaction for passengers of different age and gender groups. The present study utilizes Principal component analysis (PCA) and Partial Least Square Structural Equation Modelling (PLS-SEM) to explore passengers' satisfaction based on 26 key attributes of the BRTS. PCA uncovers six dimensions explaining the overall satisfaction of passengers, i.e., connectivity, comfort & convenience, safety, cleanliness, station facilities, and operations and the results of PLS-SEM reveal that all these dimensions positively influence passenger satisfaction. The results of multigroup analysis reveal that there exist heterogeneity in the perception of satisfaction for passengers of different gender and age groups. Unlike female passengers, who perceived connectivity and comfort & convenience higher, male passengers perceived operations and station facilities higher. Furthermore, it was found that passengers with age ≥ 40 perceived station facilities and cleanliness higher than passengers with age <40. Taking into account the heterogeneity among passengers of different groups. the study suggests various measures to ensure passenger satisfaction on the BRTS based on Importance Performance Map analysis (IPMA).

Suggested Citation

  • Singh, Harpreet & Kathuria, Ankit, 2023. "Heterogeneity in passenger satisfaction of bus rapid transit system among age and gender groups: A PLS-SEM Multi-group analysis," Transport Policy, Elsevier, vol. 141(C), pages 27-41.
    • Handle: RePEc:eee:trapol:v:141:y:2023:i:c:p:27-41
    DOI: 10.1016/j.tranpol.2023.07.009
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0967070X2300183X
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.tranpol.2023.07.009?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Tilley, Sara & Houston, Donald, 2016. "The gender turnaround: Young women now travelling more than young men," Journal of Transport Geography, Elsevier, vol. 54(C), pages 349-358.
    2. Nguyen-Phuoc, Duy Q. & Phuong Tran, Anh Thi & Nguyen, Tiep Van & Le, Phuong Thi & Su, Diep Ngoc, 2021. "Investigating the complexity of perceived service quality and perceived safety and security in building loyalty among bus passengers in Vietnam – A PLS-SEM approach," Transport Policy, Elsevier, vol. 101(C), pages 162-173.
    3. S. C. Wirasinghe & L. Kattan & M. M. Rahman & J. Hubbell & R. Thilakaratne & S. Anowar, 2013. "Bus rapid transit - a review," International Journal of Urban Sciences, Taylor & Francis Journals, vol. 17(1), pages 1-31, March.
    4. Allen, Jaime & Muñoz, Juan Carlos & Rosell, Jordi, 2019. "Effect of a major network reform on bus transit satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 124(C), pages 310-333.
    5. Redman, Lauren & Friman, Margareta & Gärling, Tommy & Hartig, Terry, 2013. "Quality attributes of public transport that attract car users: A research review," Transport Policy, Elsevier, vol. 25(C), pages 119-127.
    6. Allen, Jaime & Muñoz, Juan Carlos & Ortúzar, Juan de Dios, 2019. "Understanding public transport satisfaction: Using Maslow's hierarchy of (transit) needs," Transport Policy, Elsevier, vol. 81(C), pages 75-94.
    7. Farzad Arabikhan & Maria Nadia Postorino & Ariane Dupont-Kieffer & Alexander Gegov, 2016. "Gender-Based Analysis of Zones of Tolerance for Transit Service Quality Considering Intelligent Transportation Systems," Post-Print hal-03915447, HAL.
    8. Xiaowei Li & Jingkun Fan & Yao Wu & Jun Chen & Xuefeng Deng, 2020. "Exploring Influencing Factors of Passenger Satisfaction toward Bus Transit in Small-Medium City in China," Discrete Dynamics in Nature and Society, Hindawi, vol. 2020, pages 1-11, November.
    9. Zhang, Chunqin & Liu, Yong & Lu, Weite & Xiao, Guangnian, 2019. "Evaluating passenger satisfaction index based on PLS-SEM model: Evidence from Chinese public transport service," Transportation Research Part A: Policy and Practice, Elsevier, vol. 120(C), pages 149-164.
    10. Mandhani, Jyoti & Nayak, Jogendra Kumar & Parida, Manoranjan, 2020. "Interrelationships among service quality factors of Metro Rail Transit System: An integrated Bayesian networks and PLS-SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 140(C), pages 320-336.
    11. Börjesson, Maria & Rubensson, Isak, 2019. "Satisfaction with crowding and other attributes in public transport," Transport Policy, Elsevier, vol. 79(C), pages 213-222.
    12. Yuan, Yalong & Yang, Min & Feng, Tao & Rasouli, Soora & Li, Dawei & Ruan, Xinpei, 2021. "Heterogeneity in passenger satisfaction with air-rail integration services: Results of a finite mixture partial least squares model," Transportation Research Part A: Policy and Practice, Elsevier, vol. 147(C), pages 133-158.
    13. Tyrinopoulos, Yannis & Antoniou, Constantinos, 2008. "Public transit user satisfaction: Variability and policy implications," Transport Policy, Elsevier, vol. 15(4), pages 260-272, July.
    14. Farooq, Muhammad Shoaib & Salam, Maimoona & Fayolle, Alain & Jaafar, Norizan & Ayupp, Kartinah, 2018. "Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 169-180.
    15. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2013. "Perceived service quality in bus transit service: A structural equation approach," Transport Policy, Elsevier, vol. 29(C), pages 219-226.
    16. Holmgren, Johan, 2007. "Meta-analysis of public transport demand," Transportation Research Part A: Policy and Practice, Elsevier, vol. 41(10), pages 1021-1035, December.
    17. Aydin, Nezir, 2017. "A fuzzy-based multi-dimensional and multi-period service quality evaluation outline for rail transit systems," Transport Policy, Elsevier, vol. 55(C), pages 87-98.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Karzan Ismael & Szabolcs Duleba, 2021. "Investigation of the Relationship between the Perceived Public Transport Service Quality and Satisfaction: A PLS-SEM Technique," Sustainability, MDPI, vol. 13(23), pages 1-20, November.
    2. Efthymiou, Dimitrios & Antoniou, Constantinos, 2017. "Understanding the effects of economic crisis on public transport users’ satisfaction and demand," Transport Policy, Elsevier, vol. 53(C), pages 89-97.
    3. Mandhani, Jyoti & Nayak, Jogendra Kumar & Parida, Manoranjan, 2020. "Interrelationships among service quality factors of Metro Rail Transit System: An integrated Bayesian networks and PLS-SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 140(C), pages 320-336.
    4. Chee, Pei Nen Esther & Susilo, Yusak O. & Wong, Yiik Diew, 2020. "Determinants of intention-to-use first-/last-mile automated bus service," Transportation Research Part A: Policy and Practice, Elsevier, vol. 139(C), pages 350-375.
    5. Rong, Rui & Liu, Lishan & Jia, Ning & Ma, Shoufeng, 2022. "Impact analysis of actual traveling performance on bus passenger’s perception and satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 160(C), pages 80-100.
    6. Efthymiou, Dimitrios & Antoniou, Constantinos & Tyrinopoulos, Yannis & Skaltsogianni, Eleana, 2018. "Factors affecting bus users’ satisfaction in times of economic crisis," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 3-12.
    7. Wei Chiang Chan & Wan Hashim Wan Ibrahim & May Chiun Lo & Mohamad Kadim Suaidi & Shiaw Tong Ha, 2020. "Sustainability of Public Transportation: An Examination of User Behavior to Real-Time GPS Tracking Application," Sustainability, MDPI, vol. 12(22), pages 1-20, November.
    8. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Muhamad Razuhanafi Mat Yazid & Riza Atiq Rahmat & Sotaro Yukawa, 2021. "Factors Influencing Passengers’ Satisfaction with the Light Rail Transit Service in Alpha Cities: Evidence from Kuala Lumpur, Malaysia Using Structural Equation Modelling," Mathematics, MDPI, vol. 9(16), pages 1-15, August.
    9. Yang, Min & Wang, Zheyuan & Cheng, Long & Chen, Enhui, 2022. "Exploring satisfaction with air-HSR intermodal services: A Bayesian network analysis," Transportation Research Part A: Policy and Practice, Elsevier, vol. 156(C), pages 69-89.
    10. Rubén Cordera & Soledad Nogués & Esther González-González & Luigi dell’Olio, 2019. "Intra-Urban Spatial Disparities in User Satisfaction with Public Transport Services," Sustainability, MDPI, vol. 11(20), pages 1-22, October.
    11. Xu-Hui Li & Lin Huang & Qiang Li & Hu-Chen Liu, 2020. "Passenger Satisfaction Evaluation of Public Transportation Using Pythagorean Fuzzy MULTIMOORA Method under Large Group Environment," Sustainability, MDPI, vol. 12(12), pages 1-18, June.
    12. Esmailpour, Javad & Aghabayk, Kayvan & Aghajanzadeh, Mohammad & De Gruyter, Chris, 2022. "Has COVID-19 changed our loyalty towards public transport? Understanding the moderating role of the pandemic in the relationship between service quality, customer satisfaction and loyalty," Transportation Research Part A: Policy and Practice, Elsevier, vol. 162(C), pages 80-103.
    13. Ingvardson, Jesper Bláfoss & Nielsen, Otto Anker, 2019. "The relationship between norms, satisfaction and public transport use: A comparison across six European cities using structural equation modelling," Transportation Research Part A: Policy and Practice, Elsevier, vol. 126(C), pages 37-57.
    14. Celik, Erkan & Aydin, Nezir & Gumus, Alev Taskin, 2014. "A multiattribute customer satisfaction evaluation approach for rail transit network: A real case study for Istanbul, Turkey," Transport Policy, Elsevier, vol. 36(C), pages 283-293.
    15. Ittamalla, Rajesh & Srinivas Kumar, Daruri Venkata, 2021. "Determinants of holistic passenger experience in public transportation: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    16. Ojeda Diaz, Alfredo J. & Cantillo, Víctor & Arellana, Julián, 2023. "Understanding how individuals perceive changes in the built environment and the transport system after implementing a BRT system. The case of Barranquilla, Colombia," Journal of Transport Geography, Elsevier, vol. 110(C).
    17. Esmailpour, Javad & Aghabayk, Kayvan & Abrari Vajari, Mohammad & De Gruyter, Chris, 2020. "Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 129-150.
    18. Wan, Dan & Kamga, Camille & Liu, Jun & Sugiura, Aaron & Beaton, Eric B., 2016. "Rider perception of a “light” Bus Rapid Transit system - The New York City Select Bus Service," Transport Policy, Elsevier, vol. 49(C), pages 41-55.
    19. Hernandez, Sara & Monzon, Andres & de Oña, Rocío, 2016. "Urban transport interchanges: A methodology for evaluating perceived quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 84(C), pages 31-43.
    20. Ganji, S.S. & Ahangar, A.N. & Awasthi, Anjali & Jamshidi Bandari, Smaneh, 2021. "Psychological analysis of intercity bus passenger satisfaction using Q methodology," Transportation Research Part A: Policy and Practice, Elsevier, vol. 154(C), pages 345-363.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:trapol:v:141:y:2023:i:c:p:27-41. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/30473/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.