Investigating the factors of satisfaction/dissatisfaction on public transportation

Abstract

The purpose of this study is to provide implications on policy and management in terms of public transportation by exploring the factors of user satisfaction/dissatisfaction, and the current status of demand and perception on government. Research questions applied in this study are following; i) how determinants of satisfaction/dissatisfaction vary among transportation modes, ii) how the citizens’ perception on public transportation affects satisfaction/dissatisfaction of the users and perception on government, and iii) how the improvement of public transportation service based on user’s demands will affect the level of expected satisfaction and perception on government. This study applies both qualitative and quantitative research to analyze 3 types of public transportation modes including bus, bike, and taxi. For qualitative research, civil opinions were collected from the city website to see the current status of public transportation system. Based on the result of qualitative research, an online survey was distributed randomly to users for quantitative research. A factor analysis and ANOVA test were conducted using the data from survey for the overall satisfaction/dissatisfaction level and its determinants, the existing demand, and the expected future satisfaction and perception on government for the users. The findings of this study could be applied to future strategies towards sustainable development of cities for proper provision and operation of public transportation system by using ICT technology that could increase its efficiency.