IDEAS home Printed from https://ideas.repec.org/a/eee/trapol/v172y2025ics0967070x25003282.html

Identifying critical factors affecting passenger satisfaction in inland water transit integrating Best Worst Method and Ordered Probit Model

Author

Listed:
  • Kini, B Anish
  • Othayoth, Darshana
  • Rameesha, T.V.

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 (IBWMS) – 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.

Suggested Citation

  • Kini, B Anish & Othayoth, Darshana & Rameesha, T.V., 2025. "Identifying critical factors affecting passenger satisfaction in inland water transit integrating Best Worst Method and Ordered Probit Model," Transport Policy, Elsevier, vol. 172(C).
    • Handle: RePEc:eee:trapol:v:172:y:2025:i:c:s0967070x25003282
    DOI: 10.1016/j.tranpol.2025.103785
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0967070X25003282
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.tranpol.2025.103785?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    References listed on IDEAS

    as
    1. Roni Khatun & Salma Akter Urme & Md Syful Islam, 2025. "Prevalence and socio-demographic correlates of depression and anxiety among late adolescents (15 to 21 years) in Mymensingh division, Bangladesh: A cross-sectional study," PLOS ONE, Public Library of Science, vol. 20(4), pages 1-18, April.
    2. repec:plo:pone00:0241004 is not listed on IDEAS
    3. Celik, Erkan & Bilisik, Ozge Nalan & Erdogan, Melike & Gumus, Alev Taskin & Baracli, Hayri, 2013. "An integrated novel interval type-2 fuzzy MCDM method to improve customer satisfaction in public transportation for Istanbul," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 58(C), pages 28-51.
    4. Perry C. Y. Liu & Huai-Wei Lo & James J. H. Liou, 2020. "A Combination of DEMATEL and BWM-Based ANP Methods for Exploring the Green Building Rating System in Taiwan," Sustainability, MDPI, vol. 12(8), pages 1-19, April.
    5. Shen, Weiwei & Xiao, Weizhou & Wang, Xin, 2016. "Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares," Transport Policy, Elsevier, vol. 46(C), pages 20-31.
    6. Lourdes Rivero Gutiérrez & María Auxiliadora De Vicente Oliva & Alberto Romero-Ania, 2021. "Managing Sustainable Urban Public Transport Systems: An AHP Multicriteria Decision Model," Sustainability, MDPI, vol. 13(9), pages 1-20, April.
    7. Hensher, David A. & Stopher, Peter & Bullock, Philip, 2003. "Service quality--developing a service quality index in the provision of commercial bus contracts," Transportation Research Part A: Policy and Practice, Elsevier, vol. 37(6), pages 499-517, July.
    8. Liang, Fuqi & Brunelli, Matteo & Rezaei, Jafar, 2020. "Consistency issues in the best worst method: Measurements and thresholds," Omega, Elsevier, vol. 96(C).
    9. Eboli, Laura & Mazzulla, Gabriella, 2011. "A methodology for evaluating transit service quality based on subjective and objective measures from the passenger's point of view," Transport Policy, Elsevier, vol. 18(1), pages 172-181, January.
    10. Tyrinopoulos, Yannis & Antoniou, Constantinos, 2008. "Public transit user satisfaction: Variability and policy implications," Transport Policy, Elsevier, vol. 15(4), pages 260-272, July.
    11. Chen, Ching-Fu, 2008. "Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(4), pages 709-717, May.
    12. Allen, Jaime & Bellizzi, Maria Grazia & Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella, 2020. "Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity," Journal of Air Transport Management, Elsevier, vol. 84(C).
    13. de Oña, Juan & de Oña, Rocío & Eboli, Laura & Mazzulla, Gabriella, 2013. "Perceived service quality in bus transit service: A structural equation approach," Transport Policy, Elsevier, vol. 29(C), pages 219-226.
    14. Dehnavi, Morteza Narimani & Yazdian, Seyed Ahmad & Sadjadi, Seyed Jafar, 2023. "Evaluating effective criteria on customer satisfaction using the best-worst method and optimizing resource allocation, case study Iran aseman airlines," Journal of Air Transport Management, Elsevier, vol. 109(C).
    15. Rezaei, Jafar, 2016. "Best-worst multi-criteria decision-making method: Some properties and a linear model," Omega, Elsevier, vol. 64(C), pages 126-130.
    16. Aydin, Nezir, 2017. "A fuzzy-based multi-dimensional and multi-period service quality evaluation outline for rail transit systems," Transport Policy, Elsevier, vol. 55(C), pages 87-98.
    17. Eboli, Laura & Mazzulla, G., 2008. "Willingness-to-pay of public transport users for improvement in service quality," European Transport \ Trasporti Europei, ISTIEE, Institute for the Study of Transport within the European Economic Integration, issue 38, pages 107-118.
    18. Mi, Xiaomei & Tang, Ming & Liao, Huchang & Shen, Wenjing & Lev, Benjamin, 2019. "The state-of-the-art survey on integrations and applications of the best worst method in decision making: Why, what, what for and what's next?," Omega, Elsevier, vol. 87(C), pages 205-225.
    19. Rezaei, Jafar & van Roekel, Wilco S. & Tavasszy, Lori, 2018. "Measuring the relative importance of the logistics performance index indicators using Best Worst Method," Transport Policy, Elsevier, vol. 68(C), pages 158-169.
    20. Usun, Sezin Ozturk & Bas, Sema Akin & Meniz, Busra & Ozkok, Beyza Ahlatcioglu, 2024. "Passenger satisfaction assessment in the aviation industry using Type-2 fuzzy TOPSIS," Journal of Air Transport Management, Elsevier, vol. 119(C).
    21. Márquez, Luis & Cantillo, Víctor & Arellana, Julián, 2014. "How are comfort and safety perceived by inland waterway transport passengers?," Transport Policy, Elsevier, vol. 36(C), pages 46-52.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mandhani, Jyoti & Nayak, Jogendra Kumar & Parida, Manoranjan, 2020. "Interrelationships among service quality factors of Metro Rail Transit System: An integrated Bayesian networks and PLS-SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 140(C), pages 320-336.
    2. Rong, Rui & Liu, Lishan & Jia, Ning & Ma, Shoufeng, 2022. "Impact analysis of actual traveling performance on bus passenger’s perception and satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 160(C), pages 80-100.
    3. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
    4. Ittamalla, Rajesh & Srinivas Kumar, Daruri Venkata, 2021. "Determinants of holistic passenger experience in public transportation: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    5. Yang, Qiang & Liu, Meng & Chen, Zhen-Song & Yan, Wan-Mei & Jiang, Wen-Hui & Deveci, Muhammet, 2025. "How to sustainably improve passenger satisfaction of high-speed rail in China? A text mining and product service system integrated approach," Transport Policy, Elsevier, vol. 168(C), pages 244-262.
    6. Zhang, Chunqin & Liu, Yong & Lu, Weite & Xiao, Guangnian, 2019. "Evaluating passenger satisfaction index based on PLS-SEM model: Evidence from Chinese public transport service," Transportation Research Part A: Policy and Practice, Elsevier, vol. 120(C), pages 149-164.
    7. Celik, Erkan & Aydin, Nezir & Gumus, Alev Taskin, 2014. "A multiattribute customer satisfaction evaluation approach for rail transit network: A real case study for Istanbul, Turkey," Transport Policy, Elsevier, vol. 36(C), pages 283-293.
    8. Mazzulla, Gabriella & Cartenì, Armando & Eboli, Laura & Falanga, Antonella & Henke, Ilaria, 2025. "Gender differences in perceived metro station service quality in post-COVID19 pandemic era," Research in Transportation Economics, Elsevier, vol. 112(C).
    9. Echaniz, Eneko & Ho, Chinh Q. & Rodriguez, Andres & dell'Olio, Luigi, 2019. "Comparing best-worst and ordered logit approaches for user satisfaction in transit services," Transportation Research Part A: Policy and Practice, Elsevier, vol. 130(C), pages 752-769.
    10. Ganji, S.S. & Ahangar, A.N. & Awasthi, Anjali & Jamshidi Bandari, Smaneh, 2021. "Psychological analysis of intercity bus passenger satisfaction using Q methodology," Transportation Research Part A: Policy and Practice, Elsevier, vol. 154(C), pages 345-363.
    11. Aydin, Nezir & Celik, Erkan & Gumus, Alev Taskin, 2015. "A hierarchical customer satisfaction framework for evaluating rail transit systems of Istanbul," Transportation Research Part A: Policy and Practice, Elsevier, vol. 77(C), pages 61-81.
    12. Grisé, Emily & El-Geneidy, Ahmed, 2017. "Evaluating the relationship between socially (dis)advantaged neighbourhoods and customer satisfaction of bus service in London, U.K," Journal of Transport Geography, Elsevier, vol. 58(C), pages 166-175.
    13. Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella, 2018. "Spatial variation of the perceived transit service quality at rail stations," Transportation Research Part A: Policy and Practice, Elsevier, vol. 114(PA), pages 67-83.
    14. Aydin, Nezir, 2017. "A fuzzy-based multi-dimensional and multi-period service quality evaluation outline for rail transit systems," Transport Policy, Elsevier, vol. 55(C), pages 87-98.
    15. Weiya Chen & Zixuan Kang & Xiaoping Fang & Jiajia Li, 2020. "Design a Semantic Scale for Passenger Perceived Quality Surveys of Urban Rail Transit: Within Attribute’s Service Condition and Rider’s Experience," Sustainability, MDPI, vol. 12(20), pages 1-21, October.
    16. Shen, Weiwei & Xiao, Weizhou & Wang, Xin, 2016. "Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares," Transport Policy, Elsevier, vol. 46(C), pages 20-31.
    17. Eldeeb, Gamal & Mohamed, Moataz, 2020. "Quantifying preference heterogeneity in transit service desired quality using a latent class choice model," Transportation Research Part A: Policy and Practice, Elsevier, vol. 139(C), pages 119-133.
    18. Eneko Echaniz & Chinh Ho & Andres Rodriguez & Luigi dell’Olio, 2020. "Modelling user satisfaction in public transport systems considering missing information," Transportation, Springer, vol. 47(6), pages 2903-2921, December.
    19. Amirali Soltanpour & Mahmoud Mesbah & Meeghat Habibian, 2020. "Customer satisfaction in urban rail: a study on transferability of structural equation models," Public Transport, Springer, vol. 12(1), pages 123-146, March.
    20. Karzan Ismael & Szabolcs Duleba, 2021. "Investigation of the Relationship between the Perceived Public Transport Service Quality and Satisfaction: A PLS-SEM Technique," Sustainability, MDPI, vol. 13(23), pages 1-20, November.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:trapol:v:172:y:2025:i:c:s0967070x25003282. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/30473/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.