First-/last-mile experience matters: The influence of the built environment on satisfaction and loyalty among public transit riders

Keunhyun Park, Anna Farb and Shuolei Chen

Transport Policy, 2021, vol. 112, issue C, 32-42

Abstract: Public transit authorities have enhanced the travel experience to promote ridership and customer loyalty. Previous studies about satisfaction and loyalty of transit riders, however, give less attention to out-of-vehicle environments such as walking/biking routes, transfer comfort, and traffic and crime safety conditions. The first-mile and last-mile problem—distance traveled before and after using transit—is a well-known barrier of transit use, but an empirical study about how people experience it is lacking.

Keywords: First-mile and last-mile; Out-of-vehicle environments; Customer satisfaction; Customer loyalty; Transit-oriented development (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (7)

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DOI: 10.1016/j.tranpol.2021.08.003

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