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First-/last-mile experience matters: The influence of the built environment on satisfaction and loyalty among public transit riders

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  • Park, Keunhyun
  • Farb, Anna
  • Chen, Shuolei

Abstract

Public transit authorities have enhanced the travel experience to promote ridership and customer loyalty. Previous studies about satisfaction and loyalty of transit riders, however, give less attention to out-of-vehicle environments such as walking/biking routes, transfer comfort, and traffic and crime safety conditions. The first-mile and last-mile problem—distance traveled before and after using transit—is a well-known barrier of transit use, but an empirical study about how people experience it is lacking.

Suggested Citation

  • Park, Keunhyun & Farb, Anna & Chen, Shuolei, 2021. "First-/last-mile experience matters: The influence of the built environment on satisfaction and loyalty among public transit riders," Transport Policy, Elsevier, vol. 112(C), pages 32-42.
    • Handle: RePEc:eee:trapol:v:112:y:2021:i:c:p:32-42
    DOI: 10.1016/j.tranpol.2021.08.003
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    References listed on IDEAS

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    4. Sun, Shichao & Zhang, Hui & Zhou, Linlin & Wang, Ke, 2023. "Is the relationship between the perceived service quality and passenger loyalty linear or non-linear? A novel model-independent interpretation method is applied," Transport Policy, Elsevier, vol. 144(C), pages 65-79.

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