Understanding User Loyalty in Public Transport: A Comparative Review between Developed and Developing Countries

Abstract

This article presents findings from a systematic comparative review of literature related to public transport user loyalty. Over the past decade, public transportation has become an essential component of urban mobility, and one of the factors that can influence the long-term viability of public transit is user loyalty. It is, therefore, necessary to understand the factors that influence user loyalty in public transportation. This review aims to provide a comprehensive summary of research on user loyalty in public transport to identify the main factors that influence public transport user loyalty. This literature review adheres to the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) approach, encompassing studies conducted in various countries and further categorized into developing and developed countries. The findings of this study demonstrate that five primary factors influence public transportation user loyalty: satisfaction, service quality, perceived value, and comfort. The main difference between developing and developed countries is that developing countries are influenced by socio-economic factors, image, and suitable behavior. Meanwhile, developed countries are influenced by critical incidents, environmental attitudes, involvement, and sustainable behavior. Furthermore, this study also highlights the significance of psychological elements, including emotion, expectation, the image of public transport, and environmental attitude, in shaping user loyalty. By providing insights into the factors influencing public transport user loyalty, this article offers valuable insights into the differences between developed and developing countries in creating more sustainable urban mobility.