What factors affect users’ satisfaction with public transportation? Application of a latent class model

Abstract

This study investigates the factors influencing user satisfaction with public transportation in South Korea, employing a Latent Class Model (LCM) to account for the heterogeneous preferences of different user segments. Utilizing a comprehensive dataset of 31,176 public transportation users in the Seoul metropolitan area, the study identifies three different user groups, each with unique characteristics and preferences. The findings reveal that while Class 1 and Class 3 users (labelled as young female car owners and car-independent mixed users ) demonstrate a strong preference for subway services, Class 2 users ( older male users ) are less influenced by the mode of transport but are highly sensitive to factors like punctuality and interval suitability. The analysis also highlights that safety concerns significantly enhance satisfaction across all classes, with particular emphasis on crime safety for car-independent mixed users. Additionally, travel time characteristics such as last-mile time show varying impacts, with older male users (Class 2) unexpectedly showing increased satisfaction with longer last-mile times. These insights underscore the need for tailored, user-centered public transportation policies that address the specific needs of different user segments, ultimately supporting more sustainable and effective urban mobility solutions.

The authors' abstract, as published at the source. Travel Behaviour and Society, 2026 · DOI ↗