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Changed to Podium Presentation at the Conference, with Full Paper in Conference Proceedings

Mobility on Demand and as a Service (MODaaS)

Session: Advancements in Mobility on Demand and as a Service (MODaaS)

1375199 - Understanding Students’ Satisfaction Towards On-Demand Ridesharing Services

Thursday, June 15, 2023
3:15 PM - 3:30 PM CST
Room: 615-B
TRACK: D
Recent advancements in information and communication technology have contributed to the rise of a new transportation concept of on-demand ridesharing, connecting customers and drivers using a smartphone application to provide real-time and demand-responsive trips. The ridesharing market is expected to eventually draw in a large number of new companies due to its rapid growth. Empirical studies have emphasized their focus on identifying the factors affecting customer satisfaction with ridesharing services. However, there is limited knowledge about factors affecting students’ satisfaction with ridesharing services. To fill this gap, this study aims to uncover the significant factors affecting students' satisfaction levels of conventional fixed route and on-demand ridesharing services. This study was developed using the data collected from a survey distributed among university students. Results reveal that service attributes like waiting time, availability, and accessibility significantly impact students’ satisfaction. On the other hand, service attributes like ease of boarding, booking & scheduling, in-vehicle travel time, and cleaning and comfort did not have a significant impact on students’ satisfaction. The outcomes of this study will assist ridesharing companies, transit agencies and policymakers with crucial insights into the factors impacting user satisfaction, which will help them develop policies to enhance their service operation and increase ridesharing adoption.

Learning Objectives:

Attendees can expect to learn the following from this session:
  • Identify significant service features affecting students’ satisfaction with on-demand ridesharing services.
  • Identify the impact of sociodemographic factors on students’ satisfaction of ridesharing services.
  • Identify travel patterns of university students’ using on-demand ridesharing services.