Quantifying the impact of metrorail transport quality factors on overall user satisfaction: a Brazilian case study

This study employed Structural Equation Modeling to examine how different aspects of quality in metro rail transport impact user satisfaction. Additionally, it investigated whether satisfaction patterns remain consistent over the years and between different genders, using the Multiple-Group Analysis (MGA) methodology. Data were collected through a survey of metro rail transport satisfaction in Porto Alegre, Brazil, in the years 2019, 2020, 2021, and 2022. The findings highlighted the relationships between latent factors perceived by users and general satisfaction, emphasizing the significant influence of terminal characteristics, especially infrastructure. Additionally, an influence of service characteristics was identified, particularly regarding crowding, air conditioning, and train interval. The results of the multi-group analysis indicated non-uniformity in some essential groups outlined in the study, showing non-invariance between some year and gender groups, suggesting that some groups may present a distinct satisfaction pattern. These results underscore the importance of considering different aspects of metro rail service to enhance user satisfaction, as they provide valuable insights that can assist public transport planners in devising effective strategies to deliver high-quality services, aiming to retain and attract new passengers.