Understanding Students' Satisfaction with University Transportation

Recent advancements in information and communication technology have contributed to the rise of a new transportation concept: on-demand ridesourcing that uses a smartphone application to connect customers and drivers for real-time and demand-responsive trips. Due to its rapid growth, the ridesharing market is expected to eventually attract a large number of new companies, and empirical studies are focusing on identifying the factors that affect customer satisfaction. There is limited knowledge, however, about the factors that affect students' satisfaction with ridesharing services, and this study aims to fill that gap by uncovering the significant factors affecting students' satisfaction levels with conventional fixed routes and on-demand ridesharing services. Data collected from a survey distributed among university students was used as the basis for this study, and the results indicated that users are satisfied with the services overall, but unsatisfied with their waiting times and availability. The outcomes of this study will assist ridesharing companies, transit agencies, and policymakers by providing crucial insights into the factors impacting user satisfaction, which will help them develop policies to enhance their operations and increase the number of individuals availing themselves of the services they offer.