Discovering the dynamics of metro satisfaction: Insights from the Tyne and Wear metro experience

Abstract

This study explores public perceptions and attitudes toward the Tyne and Wear metro system in Northeast England to inform policies promoting sustainable transport. Passenger satisfaction and metro use are investigated through a comprehensive questionnaire covering ten factors namely accessibility, direct benefits with respect to travel (cost and time), reliability and availability, travel safety (security and safety), comfort, innovations, ticketing service, amenities, policy implementations, and sustainability aspects. These factors guided the development of an online questionnaire, which was subsequently piloted and employed, receiving responses from 1139 participants, of which 850 were complete after data cleaning. Bayesian networks structure learning algorithms examine the interactions and complex relationships among the factors that influence metro satisfaction, and a detailed map of their impacts is created. Partial least squares structural equation modeling further clarifies these relationships and assesses their effects on overall user experience. Initial findings emphasize accessibility and direct benefits such as cost and time as key drivers of satisfaction. Besides these, reliability and availability, and security and safety play significant roles in satisfaction. These insights call for user-centered, inclusive transport planning strategies in metro system planning, enabling targeted enhancements to meet diverse needs and support sustainability goals. This research provides a novel and transferrable data-driven approach for transport planners and policymakers to improve the metro system strategically, enhancing service quality, increasing ridership, and contributing to Net Zero and promoting sustainable mobility. Emphasizing sustainable mobility, this study advocates for transformative changes that align with the broader vision of transport futures and adaptable travel behavior.