{"title":"Identifying critical factors affecting passenger satisfaction in inland water transit integrating Best Worst Method and Ordered Probit Model","authors":"B Anish Kini , Darshana Othayoth , T.V. Rameesha","doi":"10.1016/j.tranpol.2025.103785","DOIUrl":null,"url":null,"abstract":"<div><div>Passenger satisfaction is paramount in realizing the required ridership in any public transit mode, more so in water transit. This study provides a methodological framework that employs the Best Worst Method (BWM) – an extensively used MCDM technique based on pairwise comparisons for weighting various criteria - to determine the global importance weights of influencing factors and marginal effects from Ordered Probit Model (OPM) to determine the critical influencing factors that need immediate attention. An extensive passenger perception survey was carried out, and a total of 408 valid responses were obtained, providing perceptions regarding importance-satisfaction and BWM-based importance weights for influencing factors. A novel importance satisfaction (IS) index – integrating BWM weighted importance with the satisfaction rating (<span><math><mrow><msub><mi>I</mi><mrow><mi>B</mi><mi>W</mi><mi>M</mi></mrow></msub><mi>S</mi></mrow></math></span>) – is proposed and compared with the conventional IS rating. The comparative analysis has shown that the new IS index brings to the fore critical influencing factors much better than the conventional IS rating. The novel IS index provides a global relationship that enables comparison between water transit services or routes, given that the influencing factors are similar. Using marginal effects from OPM and the importance weights from BWM, the identification of critical influencing factors – frequency, waiting time at the terminal, jetty platform protection, service reliability, service information at terminal and cleanliness - of an Inland Water Transport service has been demonstrated. These critical factors assist policymakers, practitioners, and operators in taking up interventions for improving passenger satisfaction, which is likely to positively influence patronage.</div></div>","PeriodicalId":48378,"journal":{"name":"Transport Policy","volume":"172 ","pages":"Article 103785"},"PeriodicalIF":6.3000,"publicationDate":"2025-08-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Transport Policy","FirstCategoryId":"5","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0967070X25003282","RegionNum":2,"RegionCategory":"工程技术","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"ECONOMICS","Score":null,"Total":0}
引用次数: 0
Abstract
Passenger satisfaction is paramount in realizing the required ridership in any public transit mode, more so in water transit. This study provides a methodological framework that employs the Best Worst Method (BWM) – an extensively used MCDM technique based on pairwise comparisons for weighting various criteria - to determine the global importance weights of influencing factors and marginal effects from Ordered Probit Model (OPM) to determine the critical influencing factors that need immediate attention. An extensive passenger perception survey was carried out, and a total of 408 valid responses were obtained, providing perceptions regarding importance-satisfaction and BWM-based importance weights for influencing factors. A novel importance satisfaction (IS) index – integrating BWM weighted importance with the satisfaction rating () – is proposed and compared with the conventional IS rating. The comparative analysis has shown that the new IS index brings to the fore critical influencing factors much better than the conventional IS rating. The novel IS index provides a global relationship that enables comparison between water transit services or routes, given that the influencing factors are similar. Using marginal effects from OPM and the importance weights from BWM, the identification of critical influencing factors – frequency, waiting time at the terminal, jetty platform protection, service reliability, service information at terminal and cleanliness - of an Inland Water Transport service has been demonstrated. These critical factors assist policymakers, practitioners, and operators in taking up interventions for improving passenger satisfaction, which is likely to positively influence patronage.
期刊介绍:
Transport Policy is an international journal aimed at bridging the gap between theory and practice in transport. Its subject areas reflect the concerns of policymakers in government, industry, voluntary organisations and the public at large, providing independent, original and rigorous analysis to understand how policy decisions have been taken, monitor their effects, and suggest how they may be improved. The journal treats the transport sector comprehensively, and in the context of other sectors including energy, housing, industry and planning. All modes are covered: land, sea and air; road and rail; public and private; motorised and non-motorised; passenger and freight.