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<p>Mobility hubs are revolutionizing urban transportation by offering seamless connections between diverse transit modes. However, maximizing their potential hinges on ensuring high service quality to attract riders and enhance user satisfaction. This study adopts a comprehensive approach, divided into two key parts. Firstly, this study identifies indicators for measuring service quality at the Mobility Hub in Vyttila, Kochi. Through an extensive examination of 19 indicators, the study categorises them into five latent constructs via exploratory factor analysis. Perceived service quality emerges as a second-order latent construct, revealing that service quality is derived from five essential variables: ‘transport services and information systems’, ‘accessibility’, ‘transfer environment’, ‘public utilities and other facilities’, and ‘safety and security’. Confirmatory factor analysis further validates these factors. Secondly, employing Structural Equation Modelling, the study investigates the relationships between service quality attributes and overall service quality. The findings underscore the significance of transfer environment and accessibility, with standard regression weight values of 0.28 and 0.25, respectively. External validation tests confirm the model’s robustness, showing that service quality remains consistent within an acceptable error range. These insights offer valuable guidance for government officials, operators, and transport planners, enabling them to formulate informed policies to enhance service quality at the mobility hub and promote public transport usage.</p>

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Evaluation of Factors Affecting the Service Quality of Mobility Hubs in Developing Economies

  • 期刊论文

  • 发表日期：

    2026年6月25日

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  • Ganga Aishwarya,
  • Manoj Kumar Mina,
  • Rahul Meena,
  • Anusree Achipra,
  • Vishnu Radhakrishnan,
  • Mithun Mohan

摘要

Mobility hubs are revolutionizing urban transportation by offering seamless connections between diverse transit modes. However, maximizing their potential hinges on ensuring high service quality to attract riders and enhance user satisfaction. This study adopts a comprehensive approach, divided into two key parts. Firstly, this study identifies indicators for measuring service quality at the Mobility Hub in Vyttila, Kochi. Through an extensive examination of 19 indicators, the study categorises them into five latent constructs via exploratory factor analysis. Perceived service quality emerges as a second-order latent construct, revealing that service quality is derived from five essential variables: ‘transport services and information systems’, ‘accessibility’, ‘transfer environment’, ‘public utilities and other facilities’, and ‘safety and security’. Confirmatory factor analysis further validates these factors. Secondly, employing Structural Equation Modelling, the study investigates the relationships between service quality attributes and overall service quality. The findings underscore the significance of transfer environment and accessibility, with standard regression weight values of 0.28 and 0.25, respectively. External validation tests confirm the model’s robustness, showing that service quality remains consistent within an acceptable error range. These insights offer valuable guidance for government officials, operators, and transport planners, enabling them to formulate informed policies to enhance service quality at the mobility hub and promote public transport usage.