Understanding the service quality of public transportation based on users’ perception is an important input for local governments and transit service providers in their planning efforts to improve system performance. Using the Addis Ababa Light Rail Transit (AALRT) as a case, this study aims to examine service users' views and perspectives by using 18 quality attributes. Factor analysis and ordered logit model were employed for this study. Factor analysis with principal components was used to extract the most important factors of satisfaction from the 18 attributes. The results showed that safety and security, ticketing system, travel information, crowdedness, frequency, cleanliness, and comfort are the most important factors influencing user satisfaction. The level of importance of these factors varies depending on different socioeconomic and travel characteristics of AALRT users. Riders who use the light rail at afternoon peak hours, have high household income and short travel duration, and use LRT for shopping purposes have a negative perception regarding the crowdedness, frequency, ticketing, and information system of the AALRT. Passengers with longer travel distance, those who use the AALRT frequently, and full- or part-time workers and students have a positive perception towards several attributes of the system.

根据用户的理解来了解公共交通的服务质量，对于地方政府和公交服务提供商改善系统性能的规划工作是一项重要的投入。本研究以亚的斯亚贝巴轻轨交通（AALRT）为例，旨在通过使用18个质量属性来检查服务用户的观点和观点。因子分析和有序logit模型用于这项研究。使用具有主要成分的因素分析来从18个属性中提取最重要的满意度因素。结果表明，安全和保障，票务系统，旅行信息，拥挤程度，频率，清洁度和舒适度是影响用户满意度的最重要因素。这些因素的重要性水平取​​决于AALRT用户的不同社会经济和旅行特征。在下午繁忙时间使用轻轨，家庭收入高，旅行时间短并且将LRT用于购物目的的车手对AALRT的拥挤程度，班次，票务和信息系统持负面看法。行驶距离较长的乘客，经常使用AALRT的乘客以及全职或兼职的工人和学生对系统的多个属性抱有积极的看法。和AALRT的信息系统。行驶距离较长的乘客，经常使用AALRT的乘客以及全职或兼职的工人和学生对系统的多个属性抱有积极的看法。和AALRT的信息系统。行驶距离较长的乘客，经常使用AALRT的乘客以及全职或兼职的工人和学生对系统的多个属性抱有积极的看法。