Customer Satisfaction of Bus Transit With Bus Lanes: A Case Study of Shanghai, China

To support the reconstruction of bus lanes, a customer satisfaction survey of bus transit was conducted based on passenger experience. The survey aimed to understand how bus passengers perceive bus lanes and which factors influence their level of satisfaction. The survey was conducted in April 2017, obtaining 1,860 valid samples along 16 bus lanes. An ordinal regression model was built to explain passenger satisfaction with the service quality of bus lanes. Two types of factors, including bus system operation indicators and passenger attributes, are presented in the model with different influences. It is found that the demands of passengers who work in government, enterprise, or institution, or in liberal or self-employed professions, and who take the bus for commuting purposes need to be prioritized. It is necessary to pay more attention to bus ridership and the waiting time at bus stops along bus lanes when canceling old lanes and adding new lanes.

  • Supplemental Notes:
    • This paper was sponsored by TRB committee AP050 Standing Committee on Bus Transit Systems.
  • Corporate Authors:

    Transportation Research Board

  • Authors:
    • Qian, Chen
    • He, Linghui
    • Duan, Zhengyu
    • Yang, Dongyuan
  • Conference:
  • Date: 2019


  • English

Media Info

  • Media Type: Digital/other
  • Features: References; Tables;
  • Pagination: 9p

Subject/Index Terms

Filing Info

  • Accession Number: 01697669
  • Record Type: Publication
  • Report/Paper Numbers: 19-04030
  • Files: TRIS, TRB, ATRI
  • Created Date: Dec 7 2018 9:34AM