Determining Key Factors Affecting Passengers’ Satisfaction Level with Public Buses: A Case Study in Shanghai

This study examined the factors which have a significant effect on the general satisfaction level with public bus services. By means of a practical survey in Shanghai, passengers’ attitudes to some specific attributes of the quality of the service were collected for analysis, as well as their overall satisfaction rating. Two methods were employed to analyze the relationship between their overall satisfaction rating and specific attributes rating: weighted power mean, and a generalized linear model. The main contribution of this work is as follows: we showed that the level of passenger satisfaction depended mainly on a few factors, and analyzed how these aspects affected their perceptions.