Adopting Mobility-as-a-Service: An empirical analysis of end-users’ experiences
Paper i proceeding, 2019

Despite widespread interest, empirical research on how end-users perceive and use Mobility-as-a-Service (MaaS) is scarce. To address this knowledge gap, this paper analyzes the end-user process of adopting a MaaS service entitled EC2B, which was launched in Gothenburg (Sweden) in the spring of 2019. The contribution to the MaaS literature is three-fold. Firstly, the paper provides insight into potential user segments by describing the characteristics and motives of the studied pool of adopters. Secondly, it improves the understanding of the potential effects of MaaS by outlining how the EC2B service was used and how it influenced travel behavior. Thirdly, the paper informs strategies for facilitating MaaS adoption by outlining what types of drivers and barriers the end-users faced during different stages of the adoption process. The reported findings underscore previous assertions that MaaS is much more than just an app and a subscription plan, and highlight the mutually reinforcing relationship between the introduction of MaaS and the implementation of policies aimed at reducing car use.




User Perspective

Diffusion of Innovations


Göran Smith

Chalmers, Industri- och materialvetenskap, Design and Human Factors

Jana Sochor

Chalmers, Industri- och materialvetenskap, Design and Human Factors

Marianne Karlsson

Chalmers, Industri- och materialvetenskap, Design and Human Factors

ICoMaaS 2019


The 2nd International Conference on Mobility as a Service
Tampere, Finland,


Hållbar utveckling

Innovation och entreprenörskap




Transportteknik och logistik

Studier av offentlig förvaltning

Systemvetenskap, informationssystem och informatik med samhällsvetenskaplig inriktning

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