To Trust or not to Trust: Perception of Information on Occupancy

Abstract

Technological developments make measuring the occupancy in public transport more feasible and its use more widespread. This information on occupancy can be provided to passengers (e.g., via apps or digital signs at the station). It can be used for passenger guidance to avoid overcrowded routes and facilitate a more balanced use of the limited resources of public transport providers. Adapting routes to different demands of passengers is another possible use case of occupancy information (e.g., bringing a bike or stroller onto public transport). To have an impact on passengers’ decision, which route to take, they need to trust the information on occupancy and its source. In an online survey, conducted between December 2023 and January 2024 in Germany, we collected data on trust in public transport providers and in occupancy information in public transport. A total of 439 passengers aged 16 years and older answered the questionnaire, 86.5% of them riding public transport multiple times a week or almost daily. Overall, trust in public transport providers was rated .66 out of a 5-point Likert scale ranging from -2 to 2. The expertise of public transport providers in regards to measuring occupancy, preventing data misuse, and suggesting suitable routes was rated similarly (.65). More than half of the participants (55.3%) were familiar with occupancy information and were neutral in their trust toward this information (average trust in occupancy information rating of .05). A loss of trust in occupancy information was experienced in unexpected events (-.44). On average, participants tended to consider the information on occupancy as rather useful and beneficial for their experience riding public transport (.52 and .48 resp.). In conclusion, trust in public transport providers and in occupancy information is relatively high; although, perceived accuracy in unexpected events could still be increased. Furthermore, information on occupancy remains unfamiliar for almost half of the passengers riding public transport. The results are highly relevant for public transport providers to evaluate the impact of the provided information and to further facilitate a more equal passenger distribution across the public transport network. An expanded spread of occupancy information might prove worthwhile for public transport providers, for example during epidemic seasons.