Determinants of user satisfaction in smart parking applications

Abstract

Limited parking availability exacerbates congestion and driver frustration in urban settings and has prompted the development of smart parking applications to streamline the parking experience. The applications have been well accepted by many, but there is still a lack of understanding about the factors that drive user satisfaction across diverse demographic groups. This study addresses this lack of information by conducting a cluster analysis to segment users of a university’s smart parking app based on their satisfaction levels and explores how demographic factors impact app usability, reliability, and satisfaction. Survey data from 105 users were analyzed using hierarchical and K-means clustering, Analysis of Variance (ANOVA) tests were conducted to identify differences in levels of satisfaction across clusters, and regression analysis was performed to examine the factors that influence satisfaction. This approach revealed three distinct user segments: dissatisfied, moderately satisfied, and highly satisfied. The Dissatisfied users struggled with usability, privacy, and reliability issues, the first two of which were impacted by their gender and level of education. They also valued ticket avoidance features, which suggests that improvement in this area could boost engagement. Moderately satisfied users appreciated time-saving features but had concerns about peak-time reliability. Their satisfaction was linked to employment and income; therefore, enhancing predictive capabilities during periods of high demand could better meet their expectations. Highly satisfied users reported consistent satisfaction with responsiveness, accuracy, and ease of use, with little demographic variation. Addressing shared issues like peak-hour reliability, usability, privacy, and ticket avoidance could enhance satisfaction across all groups and promote a more user-centered smart parking experience. This research provides valuable insights for university administrators, urban planners, and parking service providers seeking to enhance user satisfaction with smart parking solutions.