In order to attract car users towards the public transport services in an urban and metropolitan context, contributing to a sustainable mobility in cities, it is fundamental to improve our knowledge of service quality perceptions, satisfaction and behavioral intentions toward transit from the point of view of private transport users. This paper is based on the data from a single survey—carried out in two European cities (Madrid and Lisbon)—of regular private vehicle users that use public transport at least occasionally. The questionnaire gathers information about 14 attributes of service quality, four indicators for satisfaction and four indicators for behavioral intentions; as well as several sociodemographic variables that are used in the models (household location, gender, age, education, dependent members in the family and income). The study uses confirmatory factor analysis to identify the most important service quality attributes for the car users; structural equation modeling for investigating the relationships among the three factors; and multi-group analysis (MGA) and a multiple-indicator and multiple-causes (MIMIC) approach to identify heterogeneity in the models because of geographical context or sociodemographic characteristics. Regular private vehicle users in both cities agree that punctuality, frequency, information and intermodality are among the five most important service quality attributes. Residents in Madrid also emphasize speed, while service hours would be a priority in Lisbon. The models for both cities agree on a complete mediator role of satisfaction between service quality and behavioral intentions. The MGA and MIMIC approaches show that the models do not present important differences tied to the sociodemographic characteristics, although differences are identified between Madrid and Lisbon. The MIMIC approach identified differences associated with city, household location and education for the pooled data; while household location, age and education were significant in Lisbon.

为了在城市和大都市范围内吸引汽车使用者使用公共交通服务，为城市的可持续交通做出贡献，从我们的角度出发，提高我们对服务质量的认识，满意度和行为意图的基础是至关重要的。私人交通工具的使用者。本文基于在两个欧洲城市（马德里和里斯本）进行的一次调查的数据，该调查涉及至少偶尔使用公共交通工具的普通私家车使用者。该问卷收集了有关14个服务质量属性，四个满意度指标和四个行为意向的信息。以及模型中使用的几个社会人口统计学变量（家庭位置，性别，年龄，受教育程度，家庭中的受抚养者和收入）。该研究使用验证性因素分析来确定汽车使用者最重要的服务质量属性；用于研究三个因素之间关系的结构方程模型；以及由于地理背景或社会人口统计学特征而采用多组分析（MGA）和多指标和多原因（MIMIC）方法来识别模型中的异质性。两个城市的定期私人车辆使用者都同意，守时，频率，信息和联运是五个最重要的服务质量属性。马德里居民也强调速度，而服务时间将是里斯本的优先事项。这两个城市的模型都在服务质量和行为意图之间的满意度完全中介角色上达成共识。MGA和MIMIC方法表明，尽管马德里和里斯本之间存在差异，但这些模型并未显示出与社会人口学特征相关的重要差异。MIMIC方法为汇总数据确定了与城市，家庭所在地和教育相关的差异；里斯本的家庭位置，年龄和教育程度都很重要。