Improving the Service Quality of Public Transit with Exclusive Bus Lanes: A Perspective from Passenger Satisfaction

Linghui He · Dongyuan Yang · Jian Li

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Transportation Planning and Optimization Urban Transport and Accessibility Transportation and Mobility Innovations

Abstract

Exclusive bus lanes have been widely regarded as an effective way to promote bus priority and improve the service quality, while they have not attracted more passengers to travel by bus in China. Also, more attention is usually paid to the infrastructure and facilities of exclusive bus lanes, but not much attention is paid to the passenger satisfaction of public transit with them. Therefore, this paper studies how to improve the service quality of public transit with exclusive bus lanes from a perspective of passenger satisfaction. A Structural Equation Model (SEM) was developed to investigate the mechanism of relationships between passenger satisfaction and the factors influencing the service quality of public transit with exclusive bus lanes. A total of 2087 respondents from Shanghai, China, participated in this study. Also, a comparison model of different groups using public transit including captive riders, choice riders, and captive by choice riders was established. Results show that passengers were dissatisfied with the current service of public transit with bus lanes, while they would prefer to take buses in the near future. In addition, travel environment, facilities, and convenience, rather than operational efficiency, had significant effects on passenger satisfaction. Through the comparison model, it was found that choice and captive by choice users might prefer public transit with bus lanes and captive users might be unable to bear the financial burden of private motorized travel. “Crowdedness in the buses on bus lanes during peak hours” especially for choice riders and “driving stability” especially for captive riders were the improvement direction for attracting more passengers to travel by bus. The results and the proposed policies of this study can benefit for the planning and operations of exclusive bus lanes in Shanghai and other similar cities around the world.

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References

1996The American Customer Satisfaction Index: Nature, Purpose, and Findings 1934The Method of Path Coefficients 2009A review of twenty years of SERVQUAL research 2007Service Quality Attributes Affecting Customer Satisfaction for Bus Transit 2008Public transit user satisfaction: Variability and policy implications 2013Perceived service quality in bus transit service: A structural equation approach 2014Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches 2016Enjoying loyalty: The relationship between service quality, customer satisfaction, and behavioral intentions in public transit

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