Transp Res Part C 26:146–159īollen KA (1989) Structural equations with latent variables. J Serv Mark 9(5):30–41īen-Elia E, Pace RD, Bifulco GN, Shiftan Y (2013) The impact of travel information’s accuracy on route-choice. Comput Hum Behav 43:293–303Īndreassen TW (1995) (Dis) satisfaction with public services: the case of public transportation. The findings are useful for the agencies in NYC and other cities in a similar situation to justify and plan transit service with limited resources.Īl-Refaie A (2015) Effects of human resource management on hotel performance using structural equation modeling. In this study, SEM is found to be an appropriate methodology for measuring rider satisfaction levels. The implications of the findings for future planning and system improvement are discussed. Their effects vary among riders on routes with different locations and between rider groups with and without awareness of travel information. The other significant attributes are bus-only lanes, buses with three doors, bus comfort and cleanliness, proximity of bus stops, real-time information, limited stops, and ticket system attributes. Accepted hypotheses suggest that service quality was the most important factor influencing overall satisfaction for all three kinds of riders, namely, frequency, on-time performance, and speed. In addition, some of the proposed causal relationships were supported in these models. Acceptable fits were obtained for all three models.
For each group of riders, one model was built.
Survey data obtained from interviewing riders on buses and at bus stops are used to test the hypotheses by applying structural equation modeling (SEM). Hypotheses about relationships between latent variables and observed variables are developed. Two conceptual structures are developed for three groups of SBS riders based on theoretical review and pilot survey. This study investigates the relationship between riders’ overall satisfaction and underlying driving factors of the BRT service in New York City (NYC), known as select bus service (SBS). However, there is little understanding about BRT rider satisfaction. Like any other transit mode, bus rapid transit (BRT) has a number of service quality and performance attributes that can affect rider satisfaction.
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