Modeling customer satisfaction for bus rapid transit in Changzhou, China

This paper aims to develop a customer satisfaction model for bus rapid transit (BRT). Both the socio-economic and travel characteristics of passengers were considered to be independent variables. Changzhou BRT was taken as an example and on which on-board surveys were conducted to collect data. Ordinal logistic regression (OLR) was used as the modeling approach. The general OLR-based procedure for modeling customer satisfaction is proposed and based on which the customer satisfaction model of Changzhou BRT is developed. Some important findings are concluded: Waiting sub-journey affects customer satisfaction the most, riding sub-journey comes second and arriving station sub-journey has relatively fewer effects. The availability of shelter and benches at stations imposes heavy influence on customer satisfaction. Passengers' socio-economic characteristics have heavy impact on customer satisfaction. © 2016, Editorial Department of Journal of Southeast University. All right reserved.