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Mobility-as-a-Service users: insights from a trial in Sydney
RISE Research Institutes of Sweden, Digital Systems, Mobility and Systems. University of Sydney, Australia. (Mobilitet i transformation)ORCID iD: 0000-0001-5607-1180
University of Sydney, Australia.
University of Sydney, Australia.
University of Sydney, Australia; Pontifcia Universidad Católica de Chile, Chile; Instituto Sistemas Complejos de Ingeniería, Chile.
2023 (English)In: European Transport Research Review, ISSN 1867-0717, E-ISSN 1866-8887, Vol. 15, article id 40Article in journal (Refereed) Published
Abstract [en]

The positive effects that Mobility-as-a-Service (MaaS) is envisioned to have on transport can only be reaped if people are using MaaS. Yet, the understanding of the user perspective on MaaS is incomplete and primarily based on experiments with non-users. To address this shortcoming, this paper reports user experiences from a trial of a high-level MaaS service in Sydney, Australia. Based on questionnaires and interviews, it analyses who participated in the trial and why, and whether the trial experience satisfied their motives. The contribution to the literature on MaaS is three-fold. Firstly, most of the people that participated in the trial were frequent users of both public transport and private cars. This supports the notion that multi-modal travellers are likely early adopters of MaaS and contradicts the fear that MaaS does not appeal to private car users. Secondly, a desire to contribute to innovation and curiosity about MaaS were the main motives for signing up for the trial, which highlights the important role an inviting setting for experimentation, such as a trial, can play in stimulating MaaS adoption. Thirdly, many participants struggled with making the trialled service work for them and on average they seemed to value the support and feedback functions higher than other service features. This underscores the novelty of MaaS, compared to existing service models, and reiterates the notion that more than an app and a few subscription plans is needed to make MaaS useful for users.

Place, publisher, year, edition, pages
Springer, 2023. Vol. 15, article id 40
Keywords [en]
Mobility-as-a-Service; MaaS; User perspective; Trial; Mixed-methods
National Category
Social Sciences Interdisciplinary Transport Systems and Logistics Other Social Sciences not elsewhere specified
Identifiers
URN: urn:nbn:se:ri:diva-67568DOI: 10.1186/s12544-023-00612-2OAI: oai:DiVA.org:ri-67568DiVA, id: diva2:1807772
Funder
Swedish Energy Agency, 2019-021541
Note

The Sydney MaaS trial was sponsored by iMOVE Australia. Additionally, GS’s work on this paper was supported by the Swedish Energy Agency through the SEAMLESS project (Dnr 2019-021541) and CB acknowledges fnancial support from ANID PIA/PUENTE AFB220003

Available from: 2023-10-27 Created: 2023-10-27 Last updated: 2023-11-06Bibliographically approved

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Smith, Göran

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