Modeling customer satisfaction of bus transit with bus lanes based on ordinal regression

To support the reconstruction of bus lanes, a customer satisfaction survey of bus transit based on passenger experience was conducted in Shanghai, obtaining with 1,860 valid samples along 16 bus lanes. The survey aimed to understand how bus passengers perceive bus lanes and which factors influence their level of satisfaction. An ordinal regression model was built to explain passenger satisfaction with the service quality of bus lanes. Two types of factors, including bus system operation indicators and passenger attributes, were presented in the model with different influences. It was found that the demands of passengers who worked in government, enterprise, or institution, or in liberal or self-employed professions, and who took the bus for commuting purposes need to be prioritized. It is necessary to pay more attention to bus ridership and the waiting time at bus stops along bus lanes when canceling old lanes and adding new lanes.