The role of perceptions and expectations for public transport satisfaction in Korean metropolitan areas

Abstract

This study investigated the determinants of passenger satisfaction. We conducted an online survey among public transport users in five Korean metropolitan areas and discuss differences between Seoul and other metropolitan areas. This survey examined satisfaction based on perception and expectation across five dimensions: Mobility, Accessibility, Reliability, Transfer, and Comfort. The study introduced the gap score, which represents the difference between perceived and expected satisfaction, to meaningfully explain overall passenger satisfaction. Using structural equation modeling to explore path coefficients, we found that “Accessibility gap” is a significant determinant of satisfaction regardless of metropolitan area size. “Mobility gap” in the capital region and “Comfort gap” in comparatively smaller metropolitan areas were also found to be significant determinants. This is despite overall mobility being rated higher and comfort being rated lower in the capital region. Our results suggest hence a “paradox” for public transport planning. If the service aspect is better, passengers develop higher expectations and deviations from the expected service quality raises disappointment which leads to overall reduced satisfaction.