Service quality assessment of app-based demand-responsive public transit services in Lahore, Pakistan

Muhammad Abdullah; Nazam Ali; Syed Arif Hussain Shah; Muhammad Ashraf Javid; Tiziana Campisi

doi:10.3390/app11041911

Service quality assessment of app-based demand-responsive public transit services in Lahore, Pakistan

Muhammad Abdullah
, Nazam Ali
, Syed Arif Hussain Shah
, Muhammad Ashraf Javid
, Tiziana Campisi^*

^*Corresponding author for this work

Research output: Contribution to journal › Article › peer-review

27 Scopus citations

Abstract

App-based demand-responsive transit (DRT) services are emerging where conventional public transport is unable to meet the demand. SWVL (choice A) and Airlift (choice B) are two such DRT bus services operating in Lahore, Pakistan. It is important for the policy makers and operators to evaluate the satisfaction levels of the passengers using these services. This study evaluated passengers’ satisfaction regarding choice A and choice B through a questionnaire survey. A total of 440 responses were collected from the users of the DRT services through personal interviews and a webbased approach. Factor analysis on the collected data produced two underlying factors, namely service-attributes and bus ambiance. Ordinal regression showed that the service-attributes and ambiance were significant predictors of overall satisfaction levels about choice A. Service-attributes indicated a larger positive impact on overall satisfaction with choice A as compared to ambiance. Although the ordinal model for choice B fitted the data well, the predictors were found to be insignificant. The results offer an insight into which predictors affect the overall satisfaction and how it can be improved.

Original language	English
Article number	1911
Pages (from-to)	1-18
Number of pages	18
Journal	Applied Sciences (Switzerland)
Volume	11
Issue number	4
DOIs	https://doi.org/10.3390/app11041911
State	Published - 2 Feb 2021
Externally published	Yes

Bibliographical note

Publisher Copyright:
© 2021 by the authors. Licensee MDPI, Basel, Switzerland.

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 11 Sustainable Cities and Communities

Keywords

App-based public transport
Commuter satisfaction
Demand-responsive transit
Factor analysis
Ordinal regression

ASJC Scopus subject areas

General Materials Science
Instrumentation
General Engineering
Process Chemistry and Technology
Computer Science Applications
Fluid Flow and Transfer Processes

Access to Document

10.3390/app11041911

Cite this

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title = "Service quality assessment of app-based demand-responsive public transit services in Lahore, Pakistan",

abstract = "App-based demand-responsive transit (DRT) services are emerging where conventional public transport is unable to meet the demand. SWVL (choice A) and Airlift (choice B) are two such DRT bus services operating in Lahore, Pakistan. It is important for the policy makers and operators to evaluate the satisfaction levels of the passengers using these services. This study evaluated passengers{\textquoteright} satisfaction regarding choice A and choice B through a questionnaire survey. A total of 440 responses were collected from the users of the DRT services through personal interviews and a webbased approach. Factor analysis on the collected data produced two underlying factors, namely service-attributes and bus ambiance. Ordinal regression showed that the service-attributes and ambiance were significant predictors of overall satisfaction levels about choice A. Service-attributes indicated a larger positive impact on overall satisfaction with choice A as compared to ambiance. Although the ordinal model for choice B fitted the data well, the predictors were found to be insignificant. The results offer an insight into which predictors affect the overall satisfaction and how it can be improved.",

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author = "Muhammad Abdullah and Nazam Ali and Shah, \{Syed Arif Hussain\} and Javid, \{Muhammad Ashraf\} and Tiziana Campisi",

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T1 - Service quality assessment of app-based demand-responsive public transit services in Lahore, Pakistan

AU - Abdullah, Muhammad

AU - Ali, Nazam

AU - Shah, Syed Arif Hussain

AU - Javid, Muhammad Ashraf

AU - Campisi, Tiziana

PY - 2021/2/2

Y1 - 2021/2/2

N2 - App-based demand-responsive transit (DRT) services are emerging where conventional public transport is unable to meet the demand. SWVL (choice A) and Airlift (choice B) are two such DRT bus services operating in Lahore, Pakistan. It is important for the policy makers and operators to evaluate the satisfaction levels of the passengers using these services. This study evaluated passengers’ satisfaction regarding choice A and choice B through a questionnaire survey. A total of 440 responses were collected from the users of the DRT services through personal interviews and a webbased approach. Factor analysis on the collected data produced two underlying factors, namely service-attributes and bus ambiance. Ordinal regression showed that the service-attributes and ambiance were significant predictors of overall satisfaction levels about choice A. Service-attributes indicated a larger positive impact on overall satisfaction with choice A as compared to ambiance. Although the ordinal model for choice B fitted the data well, the predictors were found to be insignificant. The results offer an insight into which predictors affect the overall satisfaction and how it can be improved.

AB - App-based demand-responsive transit (DRT) services are emerging where conventional public transport is unable to meet the demand. SWVL (choice A) and Airlift (choice B) are two such DRT bus services operating in Lahore, Pakistan. It is important for the policy makers and operators to evaluate the satisfaction levels of the passengers using these services. This study evaluated passengers’ satisfaction regarding choice A and choice B through a questionnaire survey. A total of 440 responses were collected from the users of the DRT services through personal interviews and a webbased approach. Factor analysis on the collected data produced two underlying factors, namely service-attributes and bus ambiance. Ordinal regression showed that the service-attributes and ambiance were significant predictors of overall satisfaction levels about choice A. Service-attributes indicated a larger positive impact on overall satisfaction with choice A as compared to ambiance. Although the ordinal model for choice B fitted the data well, the predictors were found to be insignificant. The results offer an insight into which predictors affect the overall satisfaction and how it can be improved.

KW - App-based public transport

KW - Commuter satisfaction

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KW - Factor analysis

KW - Ordinal regression

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ER -

Service quality assessment of app-based demand-responsive public transit services in Lahore, Pakistan

Abstract

Bibliographical note

UN SDGs

Keywords

ASJC Scopus subject areas

Access to Document

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Cite this