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Characteristics of urban transport users and their level of satisfaction with transport services. A longitudinal study of passengers in Lublin city in 2018 and 2020
Urban transport users play a critical role in the success of public transportation systems as they are the primary consumers of these services. Understanding the characteristics and preferences of these users is essential to enhance the quality of public transport services and meeting the needs of diverse populations. The level of satisfaction with transport services among urban users can be influenced by various factors, including accessibility, reliability, comfort, cost, and safety. The study aims to explore changes in satisfaction with public transportation in Lublin over two years and determine how urban transport users' characteristics affect general satisfaction with transport services. To verify the hypotheses, a questionnaire was constructed to assess the level of satisfaction with 19 public transportation services. The method also has an overall index (α = .95). A total of 642 people participated in the study. The results revealed positive and negative changes in satisfaction with particular public transportation services among those surveyed in 2018 versus 2020. The results revealed positive and negative changes in satisfaction with particular public transportation services among those surveyed in 2018 versus 2020. In addition, user characteristics such as ownership of a private car, waiting time or free-fare significantly affect satisfaction with public transportation.
