Enhancing public health-oriented travel services: an integrated framework combining FAHP, Kano model, and UTAUT2

Mu Jiang, Siqi Lin, Yang Yao and Hong Lin ()
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Mu Jiang: Soochow University
Siqi Lin: Soochow University
Yang Yao: Zhejiang University
Hong Lin: Soochow University

Humanities and Social Sciences Communications, 2025, vol. 12, issue 1, 1-14

Abstract: Abstract Public transportation plays a vital role in urban mobility, yet many systems lack adequate hygiene and safety measures, especially during pandemics. To address this gap, this study evaluates passenger-centric design attributes for health-oriented travel services and identifies key factors influencing user acceptance using a mixed-methods approach. The Kano Model is employed to categorize hygiene and safety requirements based on passenger preferences, while the Fuzzy Analytic Hierarchy Process (FAHP) is applied to quantify the priority weights of these requirements. The UTAUT2 model is extended to assess user acceptance of the optimized solutions, incorporating pandemic-specific factors like perceived risk and price sensitivity. Key findings reveal that timely sanitation is the most critical requirement, and enhancements such as rapid temperature screening, integrated health/QR code systems, and proactive epidemic prevention measures significantly improve user satisfaction. The UTAUT2 analysis highlights social influence, price sensitivity, and perceived risk as dominant factors affecting user acceptance. These results provide actionable insights for policymakers and urban planners to enhance public transport systems during health crises. By prioritizing mandatory hygiene protocols and addressing user perception gaps, safety outcomes and service adoption rates can be improved. This study offers a scalable framework for balancing operational feasibility and passenger-centric design in future public health emergencies.

Date: 2025
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DOI: 10.1057/s41599-025-06050-w

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