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<p>Persistent inadequacies in public transport systems across many low- and middle-income countries, combined with the popularity of two-wheelers and the need for a cheaper alternative to car-based ride-hailing, have fueled the emergence and widespread adoption of motorcycle ride-hailing services (MRHS) as critical mobility solutions. However, user segmentation and satisfaction heterogeneity associated with these services remain underexplored. This study primarily segments MRHS users in Kolkata into three clusters based on demographics, socio-economics, and trip characteristics. Cluster 1 (57.41% vehicle-less) relies heavily on MRHS for all trip purposes. Cluster 2 (74.77% car owners, 89.23% under 25 years) primarily use it for education. Cluster 3 (86.6% over 25, predominantly 2-wheeler owners) prefers MRHS for work trips but rarely for leisure. Frequent users (C1) favor congestion maneuverability (4.24/5) and app usability (4.12/5). Choice users (C2) rate comfortable sitting (3.24/5), safety (3.39/5), and security (3.24/5) lower, reflecting private vehicle reliance. Work commuters (C3) report the lowest satisfaction with pickup timeliness (3.51/5) and traffic rule compliance (3.43/5). Using RIDIT, a Multi-Criteria Decision-Making technique, the attributes are ranked group-wise, confirming their differences. ‘Application user-friendliness’ ranks highest for C1, while ‘Luggage carriage’ ranks lowest. Attributes like ‘Fare worthiness’ receive favorable rankings, whereas ‘Safety’, ‘Seating comfort’, and ‘Availability at night’ rank poorly, reflecting security concerns and service gaps. Enhancing satisfaction requires an improved app with accurate ETA and compulsory rider details. A feedback-driven trip-matching algorithm must prioritize gender and vehicle conditions. Mandatory helmets, luggage carriers, rider incentives, and recruiting female riders can improve availability, comfort, and security.</p>

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Unraveling usage patterns and heterogeneity in perceived satisfaction of motorcycle ride-hailing service attributes

  • 期刊论文

  • 发表日期：

    2025年6月25日

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  • Suvam Banerjee,
  • Aurojeet Jena,
  • B. Raghuram Kadali

摘要

Persistent inadequacies in public transport systems across many low- and middle-income countries, combined with the popularity of two-wheelers and the need for a cheaper alternative to car-based ride-hailing, have fueled the emergence and widespread adoption of motorcycle ride-hailing services (MRHS) as critical mobility solutions. However, user segmentation and satisfaction heterogeneity associated with these services remain underexplored. This study primarily segments MRHS users in Kolkata into three clusters based on demographics, socio-economics, and trip characteristics. Cluster 1 (57.41% vehicle-less) relies heavily on MRHS for all trip purposes. Cluster 2 (74.77% car owners, 89.23% under 25 years) primarily use it for education. Cluster 3 (86.6% over 25, predominantly 2-wheeler owners) prefers MRHS for work trips but rarely for leisure. Frequent users (C1) favor congestion maneuverability (4.24/5) and app usability (4.12/5). Choice users (C2) rate comfortable sitting (3.24/5), safety (3.39/5), and security (3.24/5) lower, reflecting private vehicle reliance. Work commuters (C3) report the lowest satisfaction with pickup timeliness (3.51/5) and traffic rule compliance (3.43/5). Using RIDIT, a Multi-Criteria Decision-Making technique, the attributes are ranked group-wise, confirming their differences. ‘Application user-friendliness’ ranks highest for C1, while ‘Luggage carriage’ ranks lowest. Attributes like ‘Fare worthiness’ receive favorable rankings, whereas ‘Safety’, ‘Seating comfort’, and ‘Availability at night’ rank poorly, reflecting security concerns and service gaps. Enhancing satisfaction requires an improved app with accurate ETA and compulsory rider details. A feedback-driven trip-matching algorithm must prioritize gender and vehicle conditions. Mandatory helmets, luggage carriers, rider incentives, and recruiting female riders can improve availability, comfort, and security.