Uneven crowding across metro networks, where some lines are severely congested while others remain underutilized, undermines passenger satisfaction and network efficiency. This study examines the potential of coordinated feeder bus services to divert passengers from overcrowded to less crowded lines, using Chengdu, China, as a case study. To assess passenger willingness to switch and capture preference heterogeneity, a stated preference experiment and latent class model were applied under scenarios where the current travel mode was either metro-walking or metro-bus. Two passenger classes were identified. Class A comprised mainly frequent commuters who used the metro at least three days per week. They were highly responsive to service attributes, willing to accept substantially longer metro travel to avoid crowding and transfers, moderate extensions to reduce cost, but only minimal increases in walking or bus access time. Class B, comprising low-frequency, off-peak, and non-commuting passengers, displayed strong inertia and switched only with clear improvements in comfort or walking access. Across scenarios, Class A, particularly metro-bus commuters facing severe crowding and multiple transfers, emerged as the group most likely to switch. Elasticity and sensitivity analyses for Class A further revealed that more severe crowding or transfers on the current route produce stronger switching effects: as crowding intensifies, larger discounts are required to divert passengers to worse alternatives, whereas only modest or no incentives suffice to attract them to better ones. Overall, the findings provide robust evidence that improving feeder bus accessibility can encourage commuters to shift to less crowded metro lines, particularly when combined with service enhancements and targeted incentives.
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