Assessing public transport loyalty in a car-dominated society: The case of Luxembourg

Abstract

Public transport (PT) systems face the challenge of retaining users and preventing a shift towards individual transport modes. While satisfaction is recognized as a key factor in user loyalty, there is a need to understand the specific PT attributes that contribute to passenger satisfaction and foster loyalty. This study aims to assess the impact of PT service attributes on user loyalty, controlling for socio-demographic characteristics. Data from an online survey conducted in the Grand Duchy of Luxembourg, a country with high car dependency, were analysed using logistic regression models. The findings highlight the importance of attributes such as reliable service, in-vehicle travel time, number of transfers, and feeling safe, while also identifying differences in attribute importance between bus and train loyalty. The study provides valuable insights for transport agencies and policymakers to enhance user loyalty and develop effective ridership retention strategies. These findings are particularly relevant in the post-pandemic scenario and can contribute to addressing car dependency challenges in diverse metropolitan areas. The paper concludes with policy recommendations to improve PT services based on the identified attributes.

Keywords

• Public transport
• Loyalty
• Travel behaviour
• Ridership retention
• Modal shift
• Fare-free public transport