Exploring rider satisfaction with arterial BRT: An application of impact asymmetry analysis

Previous studies focus on rider satisfaction and its determinants to improve transit ridership. However, many incorrectly assume that service attributes have linear and symmetric influences on rider satisfaction. To overcome the limitation, this study employs an impact asymmetry analysis to explore the non-linear influence of service attributes on rider satisfaction with an arterial BRT in the Twin Cities, Minnesota. The results show that most service attributes have a non-linear influence on rider satisfaction, and that paying fare is easy has the largest contribution to overall satisfaction, followed by hours of operation and handling of concerns/complaints. Overall, this study introduces a more reliable and salient method to the field of transit quality of service to reveal the nuanced relationships between service attributes and rider satisfaction.