This study employed Structural Equation Modeling to examine how different aspects of quality in metro rail transport impact user satisfaction. Additionally, it investigated whether satisfaction patterns remain consistent over the years and between different genders, using the Multiple-Group Analysis (MGA) methodology. Data were collected through a survey of metro rail transport satisfaction in Porto Alegre, Brazil, in the years 2019, 2020, 2021, and 2022. The findings highlighted the relationships between latent factors perceived by users and general satisfaction, emphasizing the significant influence of terminal characteristics, especially infrastructure. Additionally, an influence of service characteristics was identified, particularly regarding crowding, air conditioning, and train interval. The results of the multi-group analysis indicated non-uniformity in some essential groups outlined in the study, showing non-invariance between some year and gender groups, suggesting that some groups may present a distinct satisfaction pattern. These results underscore the importance of considering different aspects of metro rail service to enhance user satisfaction, as they provide valuable insights that can assist public transport planners in devising effective strategies to deliver high-quality services, aiming to retain and attract new passengers.

本研究采用结构方程建模来研究地铁轨道交通质量的不同方面如何影响用户满意度。此外，它使用多组分析 （MGA） 方法调查了满意度模式多年来和不同性别之间是否保持一致。数据是通过对 2019 年、2020 年、2021 年和 2022 年巴西阿雷格里港地铁铁路运输满意度的调查收集的。研究结果强调了用户感知的潜在因素与总体满意度之间的关系，强调了终端特征的显著影响，尤其是基础设施。此外，还确定了服务特性的影响，特别是在拥挤、空调和火车间隔方面。多组分析的结果表明，研究中概述的一些基本群体存在不均匀性，表明某些年级和性别群体之间存在非不变性，这表明某些群体可能表现出不同的满意度模式。这些结果强调了考虑地铁服务的不同方面以提高用户满意度的重要性，因为它们提供了有价值的见解，可以帮助公共交通规划者制定有效的策略来提供高质量的服务，旨在留住和吸引新乘客。