Highlights Service attributes have non-linear associations with rider overall satisfaction with bus. The asymmetric relationships imply the importance hierarchy of bus service attributes. Waiting area, operating behavior, complaint handling, and stop announcement are important. Captive riders are more likely to appreciate comfort and convenience. Choice riders are more likely to emphasize bus availability.

    Abstract The literature offers ample evidence on the associations between transit attributes and rider satisfaction. However, their asymmetric relationships are often overlooked. Few studies emphasize the attributes critical to choice and captive riders in developing countries. This study employs an impact asymmetry analysis to explore the correlates of bus satisfaction of choice and captive riders in Harbin, China. Most service attributes have asymmetric associations with overall satisfaction of both choice and captive riders. The waiting area, driver’s operating behavior, complaint handling, and stop announcement are critical to overall satisfaction of both choice and captive riders. However, planners should know that, because of the asymmetricity, planning goals differ when trying to satisfy choice and captive riders. Furthermore, they should emphasize convenience and comfort to satisfy captive riders and focus on bus availability to incentivize choice riders. Future studies should consider the non-linear associations and investigate the varying needs of different population groups.


    Access

    Check access

    Check availability in my library

    Order at Subito €


    Export, share and cite



    Title :

    Exploring satisfaction of choice and captive bus riders: An impact asymmetry analysis


    Contributors:
    Fang, Dewei (author) / Xue, Yang (author) / Cao, Jason (author) / Sun, Shan (author)


    Publication date :

    2021-01-01




    Type of media :

    Article (Journal)


    Type of material :

    Electronic Resource


    Language :

    English




    Customer Loyalty Differences between Captive and Choice Transit Riders

    Zhao, Jinhua / Webb, Valerie / Shah, Punit | Transportation Research Record | 2014





    Separation of car-dependent commuters from normal-choice riders in mode-choice analysis

    Sohn, K. / Yun, J. / National Research Council (U.S.) | British Library Conference Proceedings | 2008