Unveiling overall satisfaction of metro: Integrating quantitative and qualitative approaches

Abstract

This study aims to employ a novel hybrid approach based on partial least squares structural equation models (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA) to assess how satisfaction with different combinations of attributes is associated with high metro satisfaction by analyzing survey data from Nanjing. For daily commuting by metro, three stages are considered: the access stage, on-metro, and egress stage. Corresponding attributes related to these three stages are selected. The quantitative results demonstrate that all the selected attributes positively affect satisfaction. Qualitative analysis shows that satisfaction with egressing trips is a necessary condition for high overall satisfaction. Four configurations of satisfaction with attributes at different stages are sufficient to result in high overall satisfaction. Low satisfaction with certain attributes is offset by high satisfaction with others. Besides, to experience high overall satisfaction, commuters don’t need to experience high satisfaction with all attributes