Identifying key elements for user satisfaction of bike-sharing systems: a combination of direct and indirect evaluations

Abstract Bike-sharing systems (BSS) are gaining popularity in cities worldwide, as a part of a generalized strategy to mitigate the problems derived from motorized transportation (congestion, pollution, noise, etc.). These systems have proved to have positive effects on cities, moreover, many of them have reached a performance peak and require improvements to attract/retain users and compete against emerging soft mobility alternatives. Whilst there are broad studies evaluating BSS demand and design, less attention has been paid to user satisfaction and the complexities underlying the relationships between the system attributes importance. This study proposes a novel combination of two methodologies for satisfaction assessment that allows decision-makers to identify the most influential system attributes on user satisfaction. The combined methods are the direct, explicit, Importance Performance Analysis (IPA), and the nonlinear, implicit Three-Factor Theory (3FT), which combined generate a three-dimensional scheme that facilitates the comprehension of the results. The combination was applied to a dataset of Madrid´s BSS to identify the attributes that perform poorly, and then assess their implicit influence on satisfaction to establish improvement priorities. The results suggest that station occupancy and bicycle availability and totem functioning are key service attributes to enhance satisfaction. Also, the combination of the two methodologies makes it possible to differentiate that maintenance is a priority for subscribers and network extension for occasional users. The pedelec system is a key attribute that might help overcome Madrid´s unfavorable cycling environment. This user-centric evaluation is a valuable tool that guides precise measure implementation, service operation, future design, and planning oriented to increase ridership.